Car Booking by CWT
Enabling Car Booking For Our Clients Worldwide
Project Breakdown
Timeline
Nov 19 - Mar 20
Role
Product Design
Deliverables
iOS & Android
CWT is adding a car booking feature that will enable travelers to make car rentals when traveling for business. myCWT Mobile will be the first platform to benefit from this new functionality, with the other platforms (web, tablet) joining in later. This project originally started as a request from one of our biggest clients, and was set to be completed over the period of 3 quarters.
Research
The purpose of this research is to understand how CWT travelers currently book cars, and what are their key requirements and concerns around car booking.
USABILITY TESTING
Remote usability tests for various competitors booking tools were made from 120 video sessions and a questionnaire that followed along.
SURVEYS & QUESTIONEERS
Surveys have been generated and filled in by over 3,000 users , all of which are CWT customers from North America and Europe.
3,000
Polls & Questioneers
120
Usability Sessions
20
Countries
Insights From The Research:
CAR BOOKING METHOD
Overall, Travelers are having positive experiences when booking cars. Most bookings are done online through their company's booking website/app.
THE CAR BOOKING PROCESS
Nearly half of the participants were more likely to book a rental car when their travel requires both a flight and a hotel. Rental bookings are highly influenced by the distance, destination and length of their travel.
RENTAL DECISION FACTORS
Company policy, cost value and loyalty are key factors when it comes to rental decisions. Most travelers will opt for ride-sharing depending on parking, cost, or the amount of travel required on their trip.
RENTAL DECISION FACTORS
Complying with company policy, confusion with pickup/drop off locations, renting a car or using ride-sharing alternatives and the cost of the rent.
Car booking decisions are largely driven by company policies. Travelers would like to have as much of this information as possible upfront when booking.
Taking an active part in the research phase has allowed me to start the design process with a few key insights in mind, It helped guide my selection of layouts and components while keeping our brand & system in mind.
It was a long, Iterative process that has kept the entire company absorbed. We have made a huge progress and already had our beta users lined up. And then, Covid-19 happend and travel wasn't really a thing anymore.
