DRIVEWISE

Information Hub

Car rentals often come with confusion, anxiety, and a lack of clarity. DriveWise transforms that experience into an intuitive, empowering journey placing knowledge, trust, and ease in the driver’s seat. Through a human-centered approach, this project reimagines the car rental service experience as a smart, supportive digital companion. DriveWise helps with more than rental, it becomes your co-pilot for confident travel.

Research | Strategic Design | Service Innovation | User Experience Design

User Experience Researcher
Service Designer
User Experience Designer

Role

Duration

10 Weeks

Miro
Figma
Adobe Illustrator
Adobe Indesign

Skills

Strategic Thinking
Framework Development

Tools

The Project Outcomes

rental car industry evolves from a fragmented, reactive service to a proactive, intelligent, and user-focused ecosystem

The DriveWise Ecosystem Map

Now, let’s see how we got there…

This project focused on a user-centered service design approach, integrating design research, systems thinking, and practical implementation to develop DriveWise—a seamless information hub that enhances the modern car rental experience.

The service is designed to address deep-rooted pain points in the rental process, such as lack of transparency, hidden fees, poor customer support, and an overwhelming decision-making journey. By collecting and analyzing user insights, the project aimed to reimagine mobility services for Gen Z and modern travelers—blending proactive personalization with functional simplicity.

The final outcome was a service ecosystem that spans the entire rental journey, introducing AI-powered DriveWise widgets, community-driven insights, and interactive walkthroughs to empower users with smarter, faster, and more confident decision-making.

ABOUT PROJECT

View Design Document

- Conducted user research uncovered insights and mapped behavioral flows, personas, and pain points.
- Designed a three-phase service model for Pre-, During-, and Post-Rental stages.
- Developed a stakeholder map, service blueprint, and feature prototypes integrating AI and peer insights.
- Strategized business impact and adoption approach for rental companies.
- Discovered how applying systemic thinking can transform a simple journey fix into a holistic service innovation, expanding the solution beyond its original scope.
- Understood the power of anticipatory design in reducing cognitive load.
- Realized the value of peer insight and community trust in influencing Gen Z behavior.
- Designing for complex backend integrations while maintaining a clean, user-friendly frontend.
- Choosing between depth of personalization vs. scalability across markets and rental partners.
- Managed technical constraints by prioritizing widget-based integration over full-platform overhauls.
- Simplified vehicle selection complexity using visual storage/seating guides and interactive walkthroughs.
- Expand DriveWise integration across global platforms
- Leverage blockchain-based reward systems for transparency in community contributions.
- Develop in-car interfaces that continue DriveWise support during the drive experience.

Research Methodology

This project blends primary and secondary research to explore the car rental industry and Gen Z’s shifting travel habits. Using a mixed-method approach, the study uncovers data-driven insights that shape smarter service design. By combining quantitative and qualitative research, the methodology captures real user behaviors, industry shifts, and digital trends. These findings help craft innovative, seamless, and flexible solutions that meet
Gen Z’s demand for efficiency and digital integration in travel.