Car Rental Booking Experience Redesign

Scenario: Improving the Car Rental Booking Experience

Coastr is a shared mobility platform offering car rentals, car subscriptions, and vehicle sharing. Currently, customers face challenges in completing the car rental booking process, such as confusion around pricing, unclear vehicle availability, and a complicated checkout process. Your task is to redesign this booking experience, making it smoother and more intuitive for the customers.

You are a product manager at Coastr, and your responsibility is to solve these challenges to improve the overall user experience. To achieve this, you will work on understanding customer needs, defining the problem, and designing solutions.

Task Overview

You will be required to create the following artifacts to demonstrate your thought process and approach:

1. Problem Definition and Research Questions

Identify the key problems customers are facing. Create a list of 5-7 research questions that would help you gather the necessary information to solve the issues related to the car rental booking process. (Example: What are the pain points customers face during the checkout process?)

2. User Flow Diagram

Create a user flow diagram for the booking process that represents the current journey. Then, modify it to show an improved version of the flow. Highlight the key areas of improvement in the flow. (Hint: Focus on vehicle selection, availability, pricing, and checkout process.)

3. Customer Journey Map

Map out the current customer journey for a user booking a car rental. Identify pain points at each stage of the journey. Then, provide a redesigned journey map showcasing how your solution will enhance the customer experience.

4. Wireframes

Create wireframes for the critical screens involved in the booking process (e.g., vehicle selection, pricing details, payment page). Make sure to showcase your thinking behind improving usability and simplifying the interaction.

5. Bonus Task (Optional): Competitive Analysis

Perform a quick competitive analysis of 2 other car rental platforms. How do they handle the booking flow? What are the key features they offer? What can Coastr learn from them?

Submission Guidelines

• Please submit your responses in a PDF or presentation format.
• Ensure all diagrams, flowcharts, and wireframes are clearly labeled.
• Feel free to use tools like Figma, Lucidchart, Miro, or any diagramming software of your choice.
• Include your rationale for each design decision made.
• Deadline: 4 days

Evaluation Criteria

• Clarity of research questions and ability to identify key user problems.
• Accuracy and creativity in user flows and journey mapping.
• Usability and functionality of wireframes.
• Understanding of the rental industry challenges and customer needs.
• Bonus points for well-researched competitive analysis.