Do-Car is a car rental application that can inform customers about types of cars, related information, availability, and is designed with a pick-up and drop-off system in it.

Most customers who want to rent a car feel that they are not given details regarding the needs and conditions of the car being rented. In addition, customers also find it difficult when renting a car, having to come to the rental place directly, which is too time-consuming for customers. Then, customers also find it too inconvenient when they want to rent, they must first ask about the availability of cars that are available manually.

Solution

Create a mobile rental application that can be used anywhere and anytime to book a car through the application so that it can save users time.

Research Objective
• 1. Find features that can be made so that the application becomes a solution for users.
• 2. Identify things that can make users interested in using the application.
• 3. Understanding user habits in daily activities related to car-related activities.

Research Method
• 1. Interview (Attitudinal-Qualitative)

The Attitudinal-Qualitative Interview method is used because it can be extracted from users regarding their opinions, their attitudes, or their feelings when using the application, so that an insight or discovery can be obtained by researchers and can understand why the phenomenon under study can occur.

• 2. Diary Study (Behavioral-Qualitative)

Diary Study is very suitable to be combined with Interview, because by using this method it can support the results of the interview and provide additional information regarding understanding how the user will use the application later.

• 3. Usability Testing: User Experience (Attitudinal-Quantitative)

This method is used because it can help researchers to get a general and broad picture of the user, such as validation of the research hypothesis of the usability of the application, according to the ISO 9126-2 and ISO 9126-3 models.

• 4. Usability Testing: Effectiveness (Attitudinal-Quantitative)

This method is used because it can help researchers to obtain validation of the effectiveness of the application that is made, according to the ISO 9126-4 model.

How Might We
• 1. How might we help customers to find it easy to rent a car?
• 2. How might we help the customers to rent a car without spending a lot of time and effort?
• 3. How might we digitize the car rental?
User Persona

User Journey Map

Design System

High Fidelty Prototype

Usability Testing
• 1. Method

The method that selected for this UT is Remote Interview. The test is conducted remotely, where participants are instructed to complete tasks on their device, user interactions are recorded, and feedback is collected.

• 2. Respondent Criterias
• a. Men/Women
• b. Minimum age: 19 years old
• c. Have a car driver license
• d. Have been used delivery-service apps through online apps
• 3. Task Scenario
• a. Register:
• If you want to rent a car but don't have an account, what steps will you take?
• b. Log-in:
• If you want to rent a car and already have an account, what steps will you take?
• c. Search a Car:
• If you want to rent a car but haven't found the right car category according to the what you want to rent, what steps will you take?
• d. Rent a Car:
• If you have found the right car to rent and want to place an order, what steps will you take?
• e. Booking's Information:
• If you have finished your payment, and want to see information related to the car's booking, what steps will you take?
• f. Log-out:
• If you want to login with another account, what steps will you take?
• 4. Test Result
• a. Performance

Score Description:
• 1 = User cannot perform the task.
• 2 = The user has difficulty in performing the task.
• 3 = User can perform the task, but exceeds the specified time.
• 4 = User can perform the task according to the specified time.
• b. Time Spent

• c. Details

• System Usability Scale

• Priority of Problems

Based on the usability testing, found out that there's plenty of problems. Here's the list of problems that have been categorized through it priority.

• a. Minor
• 1. Login with phone number
• 2. Enlarge Button and Label Text Size
• 3. Information regarding the map shown
• 4. Micro-Interaction Feedback
• 5. Information regarding the Sender/Receiver of the Chat
• 6. Stroke Color for Disabled Checkbox & Radio Button
• b. Serious
• 1. Title of Box on Entered Input Area
• 2. Lack of detailed information regarding the cars
• c. Critical
• 1. There is no clear confirmation (pop-up/modal) regarding the logout process
• Conclusion

After testing the application's usability, a probing question is carried out on the user to avoid bias in testing the application's usability.

Then, obtained some insights and points of view from users as follows:

1. On average, users travel at least 3x a week for various purposes, such as going to campus and surrounding areas. Users also quite often choose a car as the vehicle used. And some users have rented a car to go home or on vacation.

2. Users also quite often choose a car as the vehicle used. And some users have rented a car to go home or on vacation.

3. However, some users feel that there are not many service platforms for car rental and feel insecure and comfortable if there is no official and straightforward platform.

4. Users hope that, with a straightforward car rental platform, this app can provide good service quality, make it easier for users, provide a sense of security and comfort, prices that are not too high, variety of cars. They can be delivered directly to the desired location.

5. The features that are expected to be present by users on the platform are: Clear Detail on Car’s Ownership and Car Reviews to make it more informative.

6. In general, user feedback regarding the Do-Car application is that improvements can be made to the application, such as the Input Text Area, Label, Button, and Icon.

7. In addition, users feel that the Do-Car application has been packaged with a simple, attractive, and easy-to-use interface. Users feel that the Do-Car application is beneficial regarding car rental and can be an innovation in the future.

8. On the other hand, the most perceived obstacle by users is in the car search process. Users feel confused about the search bar and filter menu.

That's all about Do-Car's Study Case. Thank you for reading!

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