My Role
UX Research
UI Design
Time Taken
1 week
Competitor Analysis, Empathy Maps, Prototyping, Wireframing, User Personas, User Interviews, Interaction Design, Wireframing, User Flows
Skills Used
The company offers a technology that helps assess damages on vehicles and simplifies the inspection process while renting a car - using smartphone images and computer vision.
What is Clearquote?
How can a new user who is renting a car inspect the vehicle and document any damages at the start of their rental trip hassle-free?
What is the Problem Statement?
Approach that I took:
Define
•Understand Problem Space
•Understand Users
•Primary Research:
-User Interview
-User Persona
-Empathy Mapping
Research
•Secondary Research:
-Competitor Analysis
-Customer Reviews
•Design Ideas/ Solutions
•User Flow
•Low-Fi Wireframes
•High-Fi Wireframes
Design
•Usability Testing
•Takeaways
Evaluate
Why did I choose these methods?
I wanted to first understand the thought process behind a user inspecting the car before hiring it . Using these insights , I came up with the design screens for the user to inspect the vehicle in a quick and a simple way.
Understanding Users and the Problem
Rental/Car sharing companies don’t want to burden the Renter with the need to capture several images of the vehicle prior to start of the trip. They would like to reduce friction in the renting process.
How might we?
•How might we make the process easier and faster?
•How might we create a process for people to not be anxious?
•How might we make people aware of the simpler procedure so that more number of people can use the app seamlessly?
Primary Research:
User Interview: Questions
How was your overall experience of using Car Rental Apps?
Are there specific functionalities or tools you would like to see that could make the inspection process easier for you?
What are the most significant challenges you face when inspecting a rental vehicle for damages?
How would your experience be affected if the rental company agent itself uploads the images/videos of the car?
Did you have to use the customer support any any instance?
Can you recall any specific instances where you found it difficult to document damages accurately?
How likely are you to provide feedback on the app's functionality and user experience?
The insights gleaned from a comprehensive exploration of these questions served as the foundation for the creation of both empathy maps and user personas.
User Profiles
The Users were skeptical of the process where some wanted to upload the images themselves and some preferred the company to do so
Empathy Mapping
Secondary Research
Customer support has been useful up to some extent at all the companies and an equal number of diverse complaints have also been put up online
Competitive Analysis
•Recognition rather than recall: A simple User Interface, which is self-explanatory is required for non-trained users and even first-time users
•Transparency: Display of existing damages would reduce inspection time and the customer can just append new damages.
Recommendations
To gain a clear idea of the customer's actions that can be taken prior to beginning the trip, I sketched out the user flow.
User Flow
Wireframes
To get higher level design ideas out quickly without worrying much about the design patterns, I took inspiration from existing Rental Apps and drew out some sketches on paper
Paper Wireframes(Low-fi)
Next, I moved on to refining these sketches in Figma and deciding on patterns similar to the clear quote website just for reference
Mid- Fi Wireframes
Final Screens
My Reflections:
Further discussions with Stakeholders and Executive Leaders would help gain insights into their expectations for the user experience and align UX improvements with broader business objectives.
Explore AI Options to ease the process by capturing images that can Identify pain points in the user journey, considering chatbots, recommendation engines, or automation to streamline tasks can also be beneficial.
Assess Impact on Business: Quantifying the potential benefits of UX improvements on key performance indicators (KPIs) like conversion rates, user satisfaction, and retention with the help of A/B Testing in the initial stages.
Takeaways:
•A few Field Studies would help understand the users better.
•Conduct usability testing with the high fidelity prototype to get feedback on the app's visual design and ease of use
•Exploring options using AI might ease the process of adding too many images and videos.
•Finding solutions to report new damages during night time can be explored further.
Check out my other Case Studies while you’re at it!
The Clearquote mockup embodies a minimalistic design, with a user-friendly interface that emphasizes visual cues and straightforward instructions.
Before we jump into the Case Study, have a look at the final Mockup!