AVIS
Increase app usage with connected cars
Role
User Research / UX Design / UI Design
Platform
iOS
Intro
Avis is one of the largest recognised car rental companies in the world. Their app hadn’t been redesigned since 2013 and now with the emergence of connected cars, I was tasked with designing the new experience.
The problem
People queue to get off a plane, queue at passport control and queue in the baggage hall. The last thing they want to do is queue to get their rental car. So we want to enable users to walk up to a connected car, unlock the vehicle and drive off effortlessly.
Discovery
After conducting a competitor analysis and reviewing their websites and apps, I tested the full booking process on the current app, from reservation to car collection at Heathrow.
Staff were unaware of connected cars and app-based rental summaries for seamless pickups. This highlighted the need for staff training to streamline the process and improve efficiency.
User interviews
Participants
AVIS customers
Enterprise customers
Hertz customers
Screen flows
I worked on different flows for a seamless car rental booking process to boost conversions, increases upsells and to ensure the customer has a great experience and therefore building customer loyalty.
Vehicle results UI with custom icons
The old app had one car taking up the screen on vehicle results, so I designed the vehicle results UI to show more options and display clear, transparent pricing per day, based on user feedback. Custom icons indicate seats, luggage capacity, and doors, along with a special icon for connected cars. The default sorting highlights the AVIS Select Series card first.
Selecting vehicle & extras
To ensure cost transparency, the car selection screen displays pay now vs pay later pricing with a breakdown of what is included. I designed the extras screen to show add-ons clearly with total and daily costs. Recommended extras drive upsells while offering convenient upfront options, minimising the need for counter requests.
User flow
I looked at happy flows across various rental locations, focusing on a manned, unsecured lot to define the ideal experience, enhance user satisfaction, and drive business growth. A seamless connected car experience can significantly improve conversion rates.
