We are seeing many people physically returning cars, fitted with carkits, but not finishing the booking in the app, and signalling the end of the booking.
This has the unintended consequence of preventing the next person using the car, and potentially running up late fees.
Released in v1.101
Here is a sneak peek at the improvement we will be releasing shortly.
@Miriam Garcia Valencia, This work is under way now. We plan to Implement three primary changes, each designed to make the process clearer and more intuitive for renters.
1. From the booking dashboard, we will change the 'Finish Booking' button to read 'Finish ?'. This makes it more obvious that there is a question to be answered, and something for them to do, before the booking is marked as finished.
2. We will rename the rating page from 'Finish Booking' to 'Rate Booking'. This makes the intention of that page much more clear.
3. We will move the Receipt page to immediately follow the finish booking page. The sequence will now be 'Dashboard' -> 'Finish Booking' -> Receipt -> Rating
As noted earlier, the booking is marked as finished, and the car is available for subsequent renters, once the renter taps the 'Finish Booking' button on the second page. The receipt and Rating pages are not important.
It's worth remembering that even the most optimal process is still one that differs from our day-to-day experience of using a car. I'm 'finished' with a car when I lock it and walk away - right? This means having the right training materials for your customers will always be important.
@Andrew Kissling: Hi Andrew, thank you for the follow-up. Let's hope this cues enough the customers to finish booking. As a suggestion maybe we could change the wording? As booking is when you "book" and program your "ride". And when you actually use the car could be "the ride"?
Re-opened for further improvement
Hi, this is an issue we are experiencing quite often. So my suggestion is: Could we merge the "finishing" screens together?
We have found that people click on finish booking and leave it there instead of rating and then the car is not available afterwards.
From my perspective finish booking just be just one step.
Merging the finish booking pages would be ideal... if not, change the text on the button of "finish booking" to "Go to rate your trip" or something and then in the second screen have the "finish booking" button.
@Miriam Garcia Valencia: Thanks for posting screen shots. They really help in the discussion. In the above, the rating page is optional. All the important work happens when a renter click 'Finish Booking' on the first page. Do you think you renters may be tapping the grey 'Finish booking' on the booking dashboard (Image, 14 June, below), and then not doing anything more? If so we could perhaps try an experiment. We could have their first tap be a grey 'Finished with car?' or 'All done?' or 'Finish now ...', the idea being to visually suggest that there's more to be done after their first tap.
@Andrew Kissling: I do think that also when they click the gray finish booking they think are done.
But as for rating part we have found that if the booking is not completely complete (until the rating screen) the car is not available for next renter, so maybe you can look that issue too?
I also though that maybe it could give a great visual cue a progression bar just like Instagram for the whole processes, finish booking in this case, but also signing in or making a booking.
@Miriam Garcia Valencia: I see blank images above?! Also, I’ve confirmed that the green ‘Finish Booking’ button under comments absolutely does finish the booking. The following page (Rating) is optional. So we need to have renter finish the booking without believing they have done this at the first click on the dashboard. We’ll devise some better wording for that button, one that hopefully makes it clear that there is a final click to finish
@Andrew Kissling: They are blanked here I attached highlighted the progressive slide I talked about.
I should suggest then having the finished booking (see 3rd picture attached) after clicking finish booking and then go to the rating page?
@Miriam Garcia Valencia: Thanks for this. Let me review with the team, and get back to you
@Miriam Garcia Valencia: OK, to summarise the solution you are asking for: Change the order of the 3 screens to: Finish -> Reciept -> Rating, and add some progress indicator.
This is of course doable, and a nice piece of refinement to give the customer clarity on where they are and what is left to do.
Would that resolve this issue for you?
this fix will be available in next release
- The important actions like finishing and completing a booking are now visible on the main page right underneath the booking dial.
- The controls panel has also been visually updated to stand out more.
Another idea, might be that, in Keyless (only), if the car is near (say within 1km) of return location, that when the borrower goes to lock the car (presumably they are leaving the car at the end of the booking), we illuminate the "Complete Booking" button alongside letting them lock the car?
In KeyExchange or Keyless, we could also illuminate the "Complete" booking button, anytime within say the last 10% in time of the scheduled booking.
Right now, the "Complete Booking" button remains hidden behind the "Manage Booking" menu, and separate from the "Access Car" menu which has the Lock and Unlock controls.
@Jezz Santos: I think the UI needs to be less layered - if all of the critical actions are available on one page, it will significantly reduce the fore-knowledge required by the user to use the system.
This is what I’m attempting to show in the ideas in the prototype.
I also think the responsiveness plays a part, people get impatient with it, and forget. So if the progress indicator is clearly still going they will be less likely to move on too soon.
There is also an issue of not logging in reliably, and if you can’t log in easily and quickly, you bail..
@fraser harding: OK, so we have 3 things we can try making work together to tackle this one:
1. More responsive progress indicators while a booking is running, to show the booking is sentient and going, and begs to be ended.
2. We can promote certain controls at meaningful times to the main display, while still removing clutter.
3. We can send signals (notifications) at certain times to borrower and owner as gentle reminders.
@Jezz Santos: I think this is on the right track.
I think as flat an interface as possible is really important.
Is it possible to show a red notifications indicator on the App icon in the home screen?
In Version 1.71.1 we implemented a notification that is sent when the booking reaches the end date but the car has not been returned (in the app) by the borrower.
But I think we might need more clues for the borrower