Dual Control Rental

Website

Due to increased customer demand for dual control rental vehicles, I was tasked with designing a product that would improve customer experience and staff processes. With over 80% of traffic coming from mobile devices, the previous enquiry form was not up to standard.

Wireframes for pages within the customer funnel
The previous form for booking dual control vehicles

Smaller chunks of information

With a mobile first approach, I broke down the old form into smaller digestible chunks of information and separated them into a one question per page format. If a field wasn’t needed for technical or business reasons then it was removed from the process. To keep the turn around time as short as possible, the required questions were mapped out and iterated on with stakeholders before any designs began.

How the process was mapped out

Creating user flows

Once stakeholders and myself were happy with the required questions, I began to build user flows that would allow me to highlight any potential pain points. This allowed stakeholders and the team to visualise the process and highlight potential issues, as we were working with an older backend system.

Intial user flow

Wireframes

Basic wireframes were quickly designed and imported into Invision for prototyping. We were able to confirm assumptions without wasting time and continue to iterate on the new process.

Basic wireframes
Wireframes displaying part of the user flow
Product funnel user flow with initial wireframes

Final designs

A React prototype was built, which allowed us to quickly pull in our design system and make it look like an Arnold Clark product. This meant we were able to get out to rental branches with a mobile device and into the hands of a wider range of customers for feedback.

Final designs for the Arnold Clark Dual Control online rental process
Final designs that are currently in testing
Wireframes displaying part of the user flow
Screens from the desktop version