Native first mobile app design centred around improving the rental experience for Avis Car Hires customers, focusing on self-serve of locating, pick-up and drop-off vehicles to reduce valuable waiting times in potential stressful situations such as a late arrival of your flight.
I wanted to get to the real pain points of hiring a car and decided to spend a few days at the busiest branch in the UK for Avis at their Heathrow station. Thousands of cars are collected and dropped off here a day and we had been given access to one of the staff to talk us through all the inner workings. This laid the foundations of empathy mapping to ensure we solved real world pain points.
As a whole Avis had a great development design system but lacked the assets for their designers to use. This unfortunately had led to bespoke and inconsistent approaches by current and previous designers, a solution was needed to draw a line in the sand. Working closely with the head of digital we established a lean kanban approach with daily stand ups and tasks, one of those tasks being the curation of a Sketch library that could not only be used by Avis but their sister brands as well, Budget.
In order to validate our hypothesis we used high fidelity prototypes to test flows and observe friction points, including terminology mis match from users mental models. We had overhauled the UI ensuring where possible we adhered to device system solutions such as alerts and menu structures, this helped two-fold and allowed users to instinctively know the UI having never used it before and development time decreased due to readily available assets from Apple and Google alike.