Keeping the excitement alive while waiting for your new car
For who?
REVEL
Time
1 month
My role
Product Designer
This project aimed to transform a moment of uncertainty into a smooth, engaging experience for users awaiting the delivery of their long-term rental car. What was once a black box — full of delays and unanswered questions — became a transparent and reassuring journey.
The work was highly collaborative. I partnered closely with operations and engineering teams to ensure the proposed experience aligned with internal workflows and could be implemented seamlessly across both app and backend systems.
The work was highly collaborative. I partnered closely with operations and engineering teams to ensure the proposed experience aligned with internal workflows and could be implemented seamlessly across both app and backend systems.
Challenge
Waiting for a new car should be exciting — but for many users in the leasing process, it was a source of frustration. Deliveries were often delayed, and customers were left in the dark. The only way to get updates was to proactively contact customer support, which increased pressure on service teams and created a poor user experience. There was no clear communication flow, no sense of transparency, and no way for users to feel in control during this critical waiting period.
Process
I began by mapping the emotional journey of the user — from signing the rent to receiving the vehicle. Feedback revealed two key pain points: lack of visibility into the delivery timeline, and confusion about what steps were required before the handover.To address this, I designed an end-to-end experience spanning both app and email communication. We introduced a visual progress bar that clearly marked the expected delivery date and the major steps that needed to be completed: identity verification, payment of the first installment, and deposit. From a UI perspective, I focused on keeping the interface clean, reassuring, and easy to follow. I also integrated visual elements like the actual image of the car and a detailed list of its features — to maintain user excitement and build anticipation during the wait.Throughout the process, I worked closely with stakeholders across operations and tech to validate feasibility, align on messaging, and ensure that backend updates could reliably power the experience in real time.
Solution
The final product is a transparent, user-centric delivery tracker integrated into the rental app. From day one, users can follow the status of their car, understand what’s expected of them, and feel reassured about the progress. Automated emails mirror the app experience, keeping users informed without requiring them to log in constantly. This combination of proactive communication, clear milestones, and emotional engagement turned a stressful waiting period into a more confident, connected experience.
