Streamlining Car Rental Station Operations: Designing Role-Specific Tools for Agents and Managers
Streamlining Car Rental Station Operations: Designing Role-Specific Tools for Agents and Managers
Streamlining Car Rental Station Operations: Designing Role-Specific Tools for Agents and Managers
Introduction
Introduction
Challenge
Challenge
To design a dashboard and task management system for agents and managers, enabling real-time vehicle status updates, seamless task delegation, and improved communication.
To design a dashboard and task management system for agents and managers, enabling real-time vehicle status updates, seamless task delegation, and improved communication.
Results
Results
A role-specific system that streamlines workflows, automates repetitive processes, and enhances collaboration through real-time updates and predictive insights. The product directly addresses pain points uncovered during research, delivering efficiency and simplicity.
A role-specific system that streamlines workflows, automates repetitive processes, and enhances collaboration through real-time updates and predictive insights. The product directly addresses pain points uncovered during research, delivering efficiency and simplicity.
Duration
Duration
1 week
1 week
My Role/activities
My Role/activities
Desk research; user needs synthesis; journey mapping; concept development; UX and UI design
Desk research; user needs synthesis; journey mapping; concept development; UX and UI design
Company
Company
roadsurfer (Conceptual project)
roadsurfer (Conceptual project)
Immersion & Discovery
Immersion & Discovery
Synthesizing Insights
Synthesizing Insights
Opportunity Framing
Opportunity Framing
Based on research, I defined four opportunity areas to enhance the experience of agents and managers. These areas consider operational workflows, communication, and task management, guiding ideation and concept development. These opportunities will shape experience attributes.
Based on research, I defined four opportunity areas to enhance the experience of agents and managers. These areas consider operational workflows, communication, and task management, guiding ideation and concept development. These opportunities will shape experience attributes.
Journey Mapping: Car Rental Agents
Journey Mapping: Car Rental Agents
Journey Mapping: Store Manager
Journey Mapping: Store Manager
Concept Development
Concept Development
The design concept prioritizes role-specific functionality and clarity for managers and agents within the car rental management system.
The manager view (desktop) is structured to provide access to critical operational metrics such as revenue trends and fleet status, as well as administrative actions like sending or viewing contracts and quotes.
In contrast, the agent view (tablet) focuses on task execution, with a simplified "Things to Do" list and disabled administrative controls, accompanied by tooltips for clarity on role restrictions.
This distinction ensures streamlined workflows tailored to each role, improving efficiency while maintaining system coherence.
The design concept prioritizes role-specific functionality and clarity for managers and agents within the car rental management system.
The manager view (desktop) is structured to provide access to critical operational metrics such as revenue trends and fleet status, as well as administrative actions like sending or viewing contracts and quotes.
In contrast, the agent view (tablet) focuses on task execution, with a simplified "Things to Do" list and disabled administrative controls, accompanied by tooltips for clarity on role restrictions.
This distinction ensures streamlined workflows tailored to each role, improving efficiency while maintaining system coherence.
Dashboard (Manager view)
Dashboard (Manager view)
The Dashboard (Manager View) provides managers with an overview of key operational metrics
The Dashboard (Manager View) provides managers with an overview of key operational metrics
Dashboard (Agent view)
Dashboard (Agent view)
The Dashboard (Agent View) focuses on actionable tasks for agents. It highlights "Things to do," presenting a checklist of immediate responsibilities
The Dashboard (Agent View) focuses on actionable tasks for agents. It highlights "Things to do," presenting a checklist of immediate responsibilities
Creating a new reservation
Creating a new reservation
This is a step-by-step workflow guiding users through the reservation process to ensure accuracy and efficiency
This is a step-by-step workflow guiding users through the reservation process to ensure accuracy and efficiency
Confirming Reservation
Confirming Reservation
Users can review information about the reservation and make any necessary modifications. A summary panel provides clear, concise billing details, ensuring all reservations are accurate before confirmation
Users can review information about the reservation and make any necessary modifications. A summary panel provides clear, concise billing details, ensuring all reservations are accurate before confirmation
Rental Information (Manager rights)
Rental Information (Manager rights)
Managers can send or view contracts, generate quotes, and manage rental charges
Managers can send or view contracts, generate quotes, and manage rental charges
Rental Information (Agent rights)
Rental Information (Agent rights)
Streamlined for agents, focusing on their specific responsibilities. Certain actions, such as sending contracts or viewing quotes, are disabled with tooltips explaining the restricted access
Streamlined for agents, focusing on their specific responsibilities. Certain actions, such as sending contracts or viewing quotes, are disabled with tooltips explaining the restricted access
Validating the concept
Validating the concept
This is an early concept, therefore, I would usually use this as a base for discussion with team members and stakeholders. After which we can figure out what features should be prioritized, what is missing in my concept, what works, what doesn’t, what can be improved, emotional responses and actionable steps.
That said, I will build on this concept then test and iterate.
This is an early concept, therefore, I would usually use this as a base for discussion with team members and stakeholders. After which we can figure out what features should be prioritized, what is missing in my concept, what works, what doesn’t, what can be improved, emotional responses and actionable steps.
That said, I will build on this concept then test and iterate.
Objectives
Objectives
Validate the ease of use for both agents and manager dashboards
Access whether users can achieve their tasks efficiently and accurately
Confirm that the design aligns with user needs, such as clear task prioritization, role-specific functionality, and immediate status visibility
Validate the ease of use for both agents and manager dashboards
Access whether users can achieve their tasks efficiently and accurately
Confirm that the design aligns with user needs, such as clear task prioritization, role-specific functionality, and immediate status visibility
Method
Method
The method I will use will depend on various factors, but for a task like this a moderated testing, where I get to ask users to think aloud while performing assigned tasks would be highly beneficial
The method I will use will depend on various factors, but for a task like this a moderated testing, where I get to ask users to think aloud while performing assigned tasks would be highly beneficial
Metrics
Metrics
Quantitative:
Task Completion Rate
Time on Task
Error Rate
Quantitative:
Task Completion Rate
Time on Task
Error Rate
Quantitative:
Satisfaction Scores
Ease of Use
Quantitative:
Satisfaction Scores
Ease of Use
Expected Results
Expected Results
For Agents: Reduced task ambiguity, faster task completion, and improved satisfaction with the simplified interface
For Managers: Enhanced decision-making, streamlined task delegation, and clear visibility of station performance
For Agents: Reduced task ambiguity, faster task completion, and improved satisfaction with the simplified interface
For Managers: Enhanced decision-making, streamlined task delegation, and clear visibility of station performance
Challenge
To design a dashboard and task management system for agents and managers, enabling real-time vehicle status updates, seamless task delegation, and improved communication.
Results
A role-specific system that streamlines workflows, automates repetitive processes, and enhances collaboration through real-time updates and predictive insights. The product directly addresses pain points uncovered during research, delivering efficiency and simplicity.
Duration
1 week
My Role/activities
Desk research; user needs synthesis; journey mapping; concept development; UX and UI design
Company
roadsurfer (Conceptual project)
Introduction
Immersion & Discovery
Synthesizing Insights
Concept Development
The design concept prioritizes role-specific functionality and clarity for managers and agents within the car rental management system.
The manager view (desktop) is structured to provide access to critical operational metrics such as revenue trends and fleet status, as well as administrative actions like sending or viewing contracts and quotes.
In contrast, the agent view (tablet) focuses on task execution, with a simplified "Things to Do" list and disabled administrative controls, accompanied by tooltips for clarity on role restrictions.
This distinction ensures streamlined workflows tailored to each role, improving efficiency while maintaining system coherence.
Opportunity Framing
Based on research, I defined four opportunity areas to enhance the experience of agents and managers. These areas consider operational workflows, communication, and task management, guiding ideation and concept development. These opportunities will shape experience attributes.
Journey Mapping: Car Rental Agents
Journey Mapping: Store Manager
Dashboard (Manager view)
The Dashboard (Manager View) provides managers with an overview of key operational metrics
Dashboard (Agent view)
The Dashboard (Agent View) focuses on actionable tasks for agents. It highlights "Things to do," presenting a checklist of immediate responsibilities
Creating a new reservation
This is a step-by-step workflow guiding users through the reservation process to ensure accuracy and efficiency
Confirming Reservation
Users can review information about the reservation and make any necessary modifications. A summary panel provides clear, concise billing details, ensuring all reservations are accurate before confirmation
Rental Information (Manager rights)
Managers can send or view contracts, generate quotes, and manage rental charges
Rental Information (Agent rights)
Streamlined for agents, focusing on their specific responsibilities. Certain actions, such as sending contracts or viewing quotes, are disabled with tooltips explaining the restricted access
This is an early concept, therefore, I would usually use this as a base for discussion with team members and stakeholders. After which we can figure out what features should be prioritized, what is missing in my concept, what works, what doesn’t, what can be improved, emotional responses and actionable steps.
That said, I will build on this concept then test and iterate.
Objectives
Validate the ease of use for both agents and manager dashboards
Access whether users can achieve their tasks efficiently and accurately
Confirm that the design aligns with user needs, such as clear task prioritization, role-specific functionality, and immediate status visibility
Method
The method I will use will depend on various factors, but for a task like this a moderated testing, where I get to ask users to think aloud while performing assigned tasks would be highly beneficial
Metrics
Quantitative:
Task Completion Rate
Time on Task
Error Rate
Quantitative:
Satisfaction Scores
Ease of Use
Expected Results
For Agents: Reduced task ambiguity, faster task completion, and improved satisfaction with the simplified interface
For Managers: Enhanced decision-making, streamlined task delegation, and clear visibility of station performance
Validating the concept
charlesjaja.dny@gmail.com
charlesjaja.dny@gmail.com
2025 Charles Jaja
2025 Charles Jaja
Say hello