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Fully engaged, but contact-free
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Fully engaged, but contact-free
Launching a new digitally consistent customer experience across all channels for a world famous car rental brand.
PROBLEM STATEMENT
The challenge.

Like many travel and leisure businesses, this brand had been hit hard by the travel restrictions arising from the pandemic. ​

  • For business and leisure drivers alike, the process of planning and executing a trip is now more complex and uncertain than it ever has been. ​
  • Customers need more flexibility with their bookings and desire a collection and return process with minimal human interaction. ​
  • At the same time, business processes were built around the very real need for legal compliance and fraud management, which of course, vary country by country.​
OUR APPROACH
The project.

Helping a complex, global brand adapt to rapidly changing customer needs meant introducing new capabilities and ways of working.​

Mission 1: Introducing experience design.​

  • We began by working with brand leadership on their overall customer experience strategy. In particular, building empathy for what consumers were experiencing in their pandemic rental experience.​
  • This led to a redesign of their digital products, and the introduction of ‘experience design’ focused roles within product teams. ​

Mission 2: Building capability.​

  • Having demonstrated the value of our approach, we are providing a range of training and coaching to product teams so that they can adopt it themselves.​
  • This is helping them bake experience design into their ways of working and ensure the value we deliver can be sustained in the long-term.​

Mission 3: Supporting along the journey.​

  • We are still supporting this brand as they redesign their digital estate and cross-channel processes.​
  • A recent IPO and ambitious electrification plans show that the brand is back into growth.​
PROJECT OUTCOMES
The results.
  • A self-serve model for customers to go straight to their car and drive away – all whilst satisfying the internal need for legal and fraud measures.​
  • New digital customer experience framework built on reusable components.​
  • Consistent and seamless customer experience across all channels.​
FIND OUT MORE
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VERITEERS
Contact these Veriteers to find out more about this project.
Heather Beveridge