As our group aims at improving car rental and car sharing services, our User Research was mainly based on trying to find out more about the providers.
Therefore we visited the headquarters of SIXT, one of the biggest car rental services in Europe, and interviewed several employees who provided a lot of background information on the different tasks they have to manage and the difficulties they face on an average workday. Additionally they showed us around, introduced us to all the processes and we were able to observe the customer flow.
But to gather more varied information and disclose differences between the services, we also interviewed a management employee at Buchbinder, another renowed rental service, as well as staff from Henne-Unimog GmbH which specializes in utility vehicles.
In addition to observing the use of car-sharing services like DriveNow , all this research now provides us with sufficient knowledge to begin with the development process.