We're a pretty small product team. Given that, I've enjoyed working on many projects from tiny tweaks and improvements to researching, testing and building brand new features. Two product designers, two app devs, one frontend dev, four backend devs, and one product manager
Updating our native apps began as a bit of rouge and eyeliner, but developed into full-scale reconstructive surgery. The complexity of showing one UI for two very different products (ridesharing and rental) had long been an obstacle to a straightforward user experience. We decided to split the app into two modes; ridesharing and rental.
Another (easy) decision was to remove the home tab, which had become bloated with marketing messages and product suggestions. Instead, renters begin on the search tab; with one prominent area for marketing, and owners start on the "rentals" tab; where they can easily manage their bookings.
Our new rentals tab became the place for users to manage their bookings. We created a dynamic design that draws attention to anything that requires immediate attention or is unresolved, and provides relevant links when you need them.
Throughout the process, we collaborated closely with our customer care team, and our commercial team. We identifying pain points in the current rental experience and sense-checked all of our proposals.
Re-thinking the inbox and messaging streams between renters and owners.
We updated the inbox view to contain contextual information about the booking status, meaning the inbox provides a comprehensive overview of what's happening without needing to tap in and out of various conversations.
We rebuilt the individual message streams, adding a picture upload function and a ubiquitous but oh-so-useful "like" button.
I added a touch of personality and real-time feedback to our pricing slider.
We studied the text that car owners had written and overhauled the structure of these pages, making them simple and easily digestible (like bananas). We focussed particularly on trust and reassurance, addressing common anxieties people may have before renting.
65% of first-time renters hadn't uploaded profile pictures, which meant many owners felt uncomfortable trusting these people with their cars. Introducing the following prompt resulted in a 45% reduction of "ghosts" on the platform and a positive impact on rejection rates too.
We used to have many different "rental card" designs across our product, and since joining GoMore it has been a dream of mine to standardise them. I created one unified and flexible design, which we have used across the product. Dream big, kids!
Some of the information we were displaying was redundant. The text we allowed owners to write was repetitive, and we found some users were confused by the icons we were using (misinterpreting an "Instant booking" icon as meaning an electric vehicle). Essentially we were displaying a lot of information which wasn't easy enough to understand.
Our new design removed reliance on icons alone, instead using tried and tested words frf345f54rto spell things out. We also investigated the logic of star ratings, updating them to represent the car's rating rather than the owner's.
When introducing a Bluetooth fallback for people unlocking cars with our app, we ran into some pretty hefty load times. I channelled my inner David Blaine and provided a distraction to draw attention from the lengthy loading time.Up to a minute with some car brands
