Roadsurfer is a German-based company specializing in camper van rentals and conversions across Europe. They offer a range of meticulously designed vans equipped with all the amenities needed for comfortable travel. Roadsurfer stands out for its focus on quality, innovation, and sustainability, making them a popular choice for adventurers seeking freedom on the road.
Problem
Below were the two problem statement that I worked upon:
When handling caravan damages during the return process at the station, as customers tend to be anxious.
Documenting damages takes a long time as our agent walks around the caravan with the customer, inspecting and photographing damages using a tablet. The agent then uploads, assigns, and documents the damages in our system.
Solution
To streamline the caravan damage documentation process and reduce customer anxiety during vehicle returns, I designed a two-part solution:
User-side App Feature:
I implemented a feature that provides customers with a checklist of all pre-existing damages when they return their vehicle. This checklist allows users to verify and acknowledge prior damages, ensuring they are not mistakenly charged for issues that already existed.Agent Verification Panel:
For agents, I designed an admin panel feature that enables them to quickly review and verify all damages. This system supports a more efficient inspection process by centralizing damage reports, allowing agents to confirm and document the condition of the vehicle with ease.
Secondary Research
To further understand the situation that may be causing the user to feel stressed and what is typical process of vehicle check, I looked up several customer reviews on Trustpiliot.com with damage claims.
Source: https://www.trustpilot.com/review/roadsurfer.com?search=damage
User Flow
For the app, I created two separate user flows:
1. (On the left) Before the start of the trip
2. (On the right) During the trip
Wireframes
Visual Design
Hypothesis
According to my hypothesis:
Customers might feel anxious during car return due to inadequate information about existing damages, potentially caused by previous rentals.
They are probably concerned that the damages being claimed may already exist and are not caused by them.
Pain Points
Based on the hypothesis I framed HMW (How Might We) question to reframe problems as opportunities for the task, guiding brainstorming and fostering solutions.
How might we minimize stress for customers during the car return process?
How might we simplify the process for returning a vehicle with major damage?
Brainstorming
I brainstormed some ideas on how to make things easier for the users while they pick the caravan before the trip. Subsequently, I tried to come up with ideas in order to simplify the damage process from the user’s end so that it’s easier for the agent to keep a log of it.
Pre-Pickup Photos by Agent
Prior to handing over the vehicle to the customer, the agent should upload pictures of the vehicle and list off any existing damages. This would ensure transparency during the process.
Cross-verification by the user
The user can review these pictures and confirm the vehicle's condition before commencing the trip.
Report Issue Feature on Customer’s End
In the event of significant damage, the customer should have the option to report issue through the app and both the agent and customer should mutually agree upon the extent of the damage. This would make the process easier and more efficient.
