We delivered a vertical slice of value to the Customer Pick up Experience, by not just enhancing the web experience but by delivering to multi-platforms over a series of agile sprints. We mapped out the use cases, then we delivered user journeys, then implemented this in a series prototypes. The desired outcome was to speed up and smooth out the bumps for customers picking up their vehicles, by segmenting some more V.I.P customers into an Express Pick-Up service.
For the branches, we sped up pick up times by delivering a CRM ‘Pick up list’ tool that allowed the Staff to allocate vehicles and get them ready for on-road usage. We user tested the prototypes on Staff in Christchurch and Queenstown, spotted patterns in their user behaviour and needs then delivered an iterated version for production.
During the booking flow, we highlighted to user the path to get Express Pick-up. Along the way to price values drive added incentive to choose the right options.
Excess Recommended Option
We targeted our audience based on eligibility for Express Pick-up service. With the acceptance criteria, if certain conditions of the booking were met, the user either gets sent an Express Pick-up email or a Standard Pick Up Email. With the Express Pick-up email, Check-in tasks outline what the user needs to do to get a faster pick-up experience. With the communications being more relevant and targeted to drive keys actions like full payment, we drive up the conversion rate across the whole funnel.
Booking Confirmation Email – Excess Pick-up
Online Check-in re-confirms the tasks left to do to gain Express Pick-up. It drives this with clear and consistent UI
Start Online Check-in
Quick prototypes to test user flow, before adding interaction design or developer handover.