Goals
1
Increase number of vehicles on rent in TNC Program
2
Identify why drivers are churning from Hertz
3
Determine Hertz value proposition and advantage over competitors
4
Increase efficiency of Branch Operations
5
Improve the customer experience
What is the TNC Partner Portal?
The TNC partner portal is an internal tool for Hertz employees that handles all vehicle compliance for vehicles participating with Uber and Lyft
How could it be improved
Through heuristic evaluation, examining user flows, and gathering user data and analytics we were able to point out simple changes that would quickly improve the user experience while we continued our research for a larger transformation.
What we found
The site had confusing or hidden filtering options
The informational hierarchy and layout needed to be improved for readability
The site required a lot of manual labor from employees to be functional
To further dive into the problem space and understand the users we observed the standard procedure of checking vehicles in and out, uploading documents etc at branch locations. We wanted to see the end-to-end process and daily operations
While on site we wanted to take note of how long different tasks took to record for possible future KPIs such as the average wait time of drivers, the time it took for the driver to take the car off the lot, etc.
What We Found
Locations seemed understaffed for the responsibilities they were tasked with, with a long line building up and employees running around multitasking.
We also observed that there was poor signage and an understanding of the program from the driver's perspective. Customers left without a rental due to a misunderstanding of the payment structure.
Our main goal was to gain a better understanding of the current process and pain points, operational logistics, and the user's thoughts on the current portal and functionality.
What We Found
Employees felt burdened by the TNC portal and viewed it as extra work. They had to make sure vehicles were compliant in the Uber portal, and felt it was repetitive to also have to do the same tasks in the TNC portal.
They felt that the TNC portal had the necessary functionality but lacked participation from all locations making it ineffective and was time consuming compared to the simplicity of the Uber Portal.
They also expressed the frustration with the lack of insight into the driver, and the common misconceptions the drivers have about the program.
Personas
Journey Mapping
Key Takeaways
Need to share information between portals
Need to share info between branch locations
Information related to changes in vehicles status need to be easily recognizable and updated frequently
Data needs to have many different filter options
Business Goals
Increase compliance % in the TNC portal
Expose core capabilities within Hertz platform to 3rd parties
Maximize throughput of reservations
Product Goals
Minimize time workers spend manually creating vehicles in either Portal
Minimize time workers spend manually uploading documents
Improve readability of data
UX/UI Changes
New Filtering options and style
Additional status tags and new color scheme
Layout adjustments
Surfacing New information
Automating Information
API Integration for transfer of information between portals
Importing documents from other Hertz systems
Employee Onboarding
Monitoring Automation
Admin Analytics Dashboard
Turning all of the data being collected into valuable business metrics and insights
User Research
Generating Demand
Conducted Competitive and SWOT analysis
Quantified value prop
Identified factors effecting demand for rentals
Ideated experiments for solutions that would address each problem area
Key Takeaways
Brand Loyalty
Marketplace SEO
Communication
Customer Service
Payment Structure
Surveyed ICE, EV, and Churned drivers
Conducted follow up interviews with select Uber drivers
Key Takeaways
Need to convey value prop
Need to improve EV education
Need to improve customer service
Drivers are unclear on the value prop of EVs
Solution
Cost Projection Tool
Drivers are unclear on the value prop of EVs
Projection Tool - Profit
Live Rental Profiting
Customers are frustrated with payment and extension process
Solution
SMS Extensions
Onboarding customers to Teslas takes much longer than a normal rental as there is a knowledge gap surrounding Electric vehicles
Solution
EV Education Materials
Will help with standardization of information across branches
Will increase efficiency at branches
Will improve customer experience
Solution
Interactive Walkthrough
