Simplifying the Post-booking Experience for Sixt Riders
01 Brief
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Sixt, a global mobility provider, was expanding its presence in the U.S. market but faced logistical challenges, particularly a lack of prime rental locations at airports. This created friction for users during the post-booking phase, the phase where they are ready to pick up their car. Our team at Monstarlab was tasked with reimagining and digitalizing the post-booking experience to ensure a seamless journey for riders from pick-up to car return.
YEAR
2023
DURATION
6 Months
ROLE
UX Designer
PRODUCT
Mobile App
SKILLS
User Interviews, User Flows, Journey Maps, Prototyping, Testing
02 The Problem
The business needed innovative solutions to bypass logistical limitations, such as the lack of prime rental locations, while growing its market presence.
Users were confused with finalizing their car selection in the 48 hours before pickup, the long wait times during pickups, and unclear drop-off instructions.
02 The Problem
The business needed innovative solutions to bypass logistical limitations, such as the lack of prime rental locations, while growing its market presence.
Users were confused with finalizing their car selection in the 48 hours before pickup, the long wait times during pickups, and unclear drop-off instructions.
02 The Problem
The business needed innovative solutions to bypass logistical limitations, such as the lack of prime rental locations, while growing its market presence.
Users were confused with finalizing their car selection in the 48 hours before pickup, the long wait times during pickups, and unclear drop-off instructions.
The business needed innovative solutions to bypass logistical limitations, such as the lack of prime rental locations, while growing its market presence.
Users were confused with finalizing their car selection in the 48 hours before pickup, the long wait times during pickups, and unclear drop-off instructions.
03 Discovery
To deeply understand, define and validate the problem, we analyzed each phase of the post-booking journey—from car pick-up to drop-off—by conducting on-site research at New Jersey and New York airports, and through user interviews.
The research phase revealed major pain points like long wait times at pickup, unclear drop-off instructions, and confusion about how to log the car’s condition at pickup, which were frustrating users.
User Journey Map
