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Project Engagement : June 2018
Team Project
ZEST
Adobe creative Hackathon Winning project.
A shared mobility platform for Indian Consumers.
Product design, User persona, Strategic Design, Mapping User persona, Customer Journey Mapping, Usability Testing, Competitive Analysis, Wireframing, Prototyping
Problem Use Case
There is a requirement to conduct research for a major car manufacturer. They are interested in launching a new rental / subscription service for their latest car model. The solution should address the pain points currently faced by users when trying to rent a vehicle.
Design Approach
Understanding use case
Brainstorming on scenarios
Market Research
One-One interviews
Customer Review Analysis
Persona Mapping
Prioritising Pain Points
Insight gathering
Future scenarios prediction
Customer Journey Mapping
Solution
Prototype
Design Research
1.
What is Shared Mobility?
Consumers in developing nations are benefited by using car rental services because of the reduced total cost of mobility. A crucial reason contributing to the growth of the market is that providers own the vehicles and users are free from the burden of ownership costs. Customers also have the flexibility of choosing cars that can meet their changing needs.
2.
Benchmarking with other platforms
3.
Market Trends?
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The major drivers for car rental services are the increasing incorporation of advanced digital technologies.
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Existing Mobile-based applications are utilized to communicate the fare, discount coupons, promotional offers, availability of cars, and real-time tracking to the consumers.
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With the consumers increasingly preferring the availability of cars in minimal time, services are focusing on streamlining their membership procedures and on enhance service convenience by adopting smart technology.
Persona Mapping
What users are saying?
“Car return is often entangled with the many unwanted process, requiring us to spend more time with the branch manager. ”
“A detailed inspection takes hours in the unfortunate event of car damage/accident caused by us r already presents”
“Any case of any damages I have to pay extra or convince them that it is not my fault”
“The final amount billed to me is significantly higher than the amount I had seen while making the booking.”
“After we rent the services, if we have bad experience then post it on social media and if the service is good we tell our friends. But we don’t always go for the same rental services.”
Brainstorming Product Features
MUST HAVE FEATURES
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Users should be able to experience the newly launched car VVAH in detail and easily signup to rent the car.
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Users should have access to experience various dimensions and parts of the car like sound, the engine pickup, the seat experience, etc.
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These features should strike a curiosity in user to rent the car.
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The product should offer custom packages based on kilometers or hours.
Product - Zest
Product Name : Zest
Car Brand : V-Vah
Car Manufacturer : Velocity
UNIQUE FEATURES
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VVAH car experience video accessible for first time product user.
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The product should facilitate an auto suggested pricing based on users' requirements.
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The car authentication and car's condition should be verified by the customer.
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The trip should start only after the customer verifies.
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Easy navigation for electric charging points and other nearby amenities available.
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While the trip is ongoing the customer should be able to report an issue for immediate support from the company
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While ending the trip the customer should submit the live photos of the car, this will help in maintaining transparency from the customer's side.
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Feedback to be submitted while the bill is generated to collect on time customer reviews.
Key Offerings
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Customer is empowered to decide
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Real Time Experience
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Quick customer authentication
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Transparency in transactions
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Customer friendly policies
Customer Journey Mapping for ZEST
