72%
Drop-off Rate
Vault Rental Car
Digital ProductVault is a mobile car rental platform designed to simplify and streamline the booking process. The project aims for an intuitive, fluid experience from search to confirmation, with clearer pricing, options, and conditions.
Challenge
A better experience starts before you drive.
The booking flow had friction points that could create uncertainty, increase support inquiries, and lead to drop-offs. The challenge was to simplify the journey, improve information clarity, and make it easier for users to complete their reservations.
Research
Understanding where opportunities are lost.
- The lowest price isn’t always decisive: users need clarity on the final cost to book with confidence.
- Having more options doesn’t guarantee more control; without clear differences, cognitive load increases and deciding gets harder.
- While the company sees the booking as the end of the process, for the user it’s the start of the experience, and lack of follow-up support creates uncertainty with any issue.
Data
2%
Conversion Rate
58 min
Booking Time
56%
Support Inquiries
Decisions
Simplifying without losing essential information.
Before
After
Swipe
- Results optimization
- The search bar was collapsed to prioritize vehicle listings and make better use of screen space, while still allowing search parameters to be edited when needed.
- Coverage comparison
- Information was reorganized into a unified view to make it easier to compare prices and inclusions, reducing scroll and the effort needed to choose coverage.
Before
After
Swipe
- Filter optimization
- Filters for faster decisions. We organized criteria by category, making options more visible and making it easier to select and apply filters.
- Hierarchy competition
- Vehicle details, terms, and coverages competed for attention. We prioritized vehicle and trip data, keeping the total price and booking action always visible to support the decision.
Solution
A clearer booking flow, from search to confirmation.
We designed a clearer, more flexible, and more reliable car rental experience, allowing users to compare options, understand the total price, choose the terms that best suit their trip, and manage their reservation from start to finish.
Clearer information hierarchy
We reorganized the information to highlight what users need to decide first, reducing visual clutter and making each stage easier to navigate.
Coverage comparison
We structured coverage options more clearly so users could understand the differences, evaluate alternatives, and make decisions with greater confidence.
A simpler booking flow
We reorganized the process into progressive steps, presenting information at the right moment and avoiding decisions before they were necessary.
Validation
The impact behind the redesign.
Usability testing showed positive results in the booking flow’s usability and navigation, with an 85% average task success rate and a SUS score of 78/100. However, the drop-off rate and misclicks revealed opportunities to further improve the experience.
Results
85%
Average Task Success Rate
15%
Drop-off Rate
17.3%
Misclicks
78/100
System Usability Scale (SUS)
Learnings
Every step counts.
This project is built around a fundamental idea: a good transactional experience isn't measured by the number of elements it includes, but by how easily it helps users achieve their goals.
Redesigning the booking flow was an opportunity to connect user needs with business objectives by examining how each step, decision, and interaction contributes to completing a reservation.