Truck Rental Workflow


 

DESIGN CHALLENGE

A world-renowned transportation services company approached us to rethink how people rent trucks online, aiming to increase customer satisfaction and generate more rentals.
 

RESULTS

We designed an validated an improved workflow for both personal and commercial renters that:

  • Reduces the number of screens in the workflow.

  • Avoids situations when customers may need to backtrack.

  • Adds visuals to facilitate understanding and speed up decisions.

  • Adds content to make customers feel appreciated and informed.

  • Makes it easy to compare prices.

  • Shows customers that the company wants to help them save money.

My roles

Research
Wireframes
Prototypes
Usability testing


 

INITIAL CONCEPTS

Once we started to understand truck renters' needs, I started sketching possible workflows for testing which included:

  • A traditional method similar to other related workflows, where the user selects dates and pickup and drop-off locations first.

  • Selecting the truck first.

  • A conversational workflow.

  • A simplified version where all the selections would be made on a single scrolling page.

 
 
 

WIREFRAMES

After refining these four concepts, I created interactive wireframes for each workflow to test.

 
 
 

USABILITY TESTING

To understand customers' mindset and needs, we conducted two rounds of remote interviews with a total of 22 renters who had made a truck reservation within the last month for both personal or commercial purposes.

The participants reviewed the current truck rental process, went through different wireframe workflows, and answered various questions about renting moving trucks.

 
 
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WORKFLOWS REFINEMENT

Based on these new findings, we annotated our wireframes with updates for the next round of testing.

 
 
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CLIENT WORKING SESSION

Once we were done with the interviews and updated the wireframes we had a working session with the client to align customers and business needs. We then narrowed down to one workflow for personal and one for commercial customers. 

 
 
 

LOCATION SELECTION ON MOBILE DEVICES

Based on our research, it became evident that customers wanted to be able to make reservations on their phones. The client therefore asked us to design this workflow which would be shared with developers for final implementation.

 
 
 

FINAL WORKFLOW

As part of the final client deliverables, I created a poster highlighting how the new workflow compares to the current state by requiring fewer steps, consolidating screens, and reorganizing tasks for a more efficient process.

 
 
 

IMPLEMENTATION

A few years later, an MVP was released with most of the features that we had designed, tested, and validated.