carnextdoor JMC UX Presentation

1.0 FACES & LOGOTYPE

CAR NEXT DOOR

CAR NEXT DOOR

CAR NEXT DOOR

Logotype - One line Only use supplied logotype

Logos & logotypeLogotype - Stacked

UXD STUDY / SIMON METCALFE

BORROW CARS FROM REAL PEOPLE IN YOUR COMMUNITY

CONTENTS

INTRO

RESEARCH & ANALYSISUser interviewsAffinity diagramsCompetitive analysisDesign patterns

DISCOvERYPersonasProblem statementUser goals & features

USER STORIES AND FLOWSStoryboardUser flows

STRUCTURE AND CONTENTInformation architectureCard sort / similarity matrixContent strategyContent audit

IDEATION AND PROTOTYPINg Lo-fi prototypes (wireframes)Hi-fi prototypes

USABILITY TESTINgUsability testingIterationsA/B testing

SUMMARY

“gOOD DESIgN IS OBvIOUS. gREAT DESIgN IS TRANSPARENT.”

~ JOE SPARANO

UX IS NOT UIUX IS NOT UIWhat does UX actually mean? The various UX roles that a person can fulfill are plentiful. Some are

whole jobs, some whole careers; others are tactical roles we all move in and out of.

What so many UX designers would like you to remember is that UX is not just UI design.

Field researchFace to face interviewingCreation of user testsGathering and organizing statisticsCreating personasProduct designFeature writingRequirement writingGraphic artsInteraction designInformation architectureUsabilityPrototypingInterface layoutInterface designVisual designTaxonomy creationTerminology creationCopywritingPresenting and speakingWorking tightly with programmersBrainstorm coordinationDesign culture evangelism

Field researchFace to face interviewingCreation of user testsGathering and organizing statisticsCreating personasProduct designFeature writingRequirement writingGraphic artsInteraction designInformation architectureUsabilityPrototypingInterface layoutInterface designVisual designTaxonomy creationTerminology creationCopywritingPresenting and speakingWorking tightly with programmersBrainstorm coordinationDesign culture evangelism

HOW UX WANTS TO BE SEEN HOW UX IS TYPICALLY SEEN

“UX is the intangible design of a strategy that brings us to a solution.”

Get your print or web copy of this poster at www.uxisnotui.comhelloerik.com/ux-is-not-uiAn offshoot of @Erik_UX

elisabethhubert.com/2012/12/interaction-design-beyond-the-interface/Inspired by @lishubert

uxisnotui.com

OBJECTIvES•What are their goals and motivations for

doing something?•What are their frustrations?•How are they currently dealing with the

problem? gET THEIR SITUATION AND HABITS•What are they doing at the time?•Where are they when they are doing this? •How are they feeling (stressed, relaxed)?•When are they doing it?•What devices do they use the most?

gET THEIR DEMOgRAPHICS•Age?•Sex?•Occupation?•Location?

METHODS•Surveys (quantitative) •User interviews (qualitative)•Contextual enquiry (qualitative)

USER RESEARCHRESEARCH & ANALYSIS

T

QUESTIONS•Ask open questions•Don’t ask leading questions

Bad: “Tell me what you like about...” good: “Tell me about the last time you...”

•Concentrate on what they have done, and not what they will do. Bad examples: “What do you think of idea X?” “Would you use feature Y?”

•Ask them “Why?”

INTERvIEW PROCESS•Interview people individually •Think about the location•Make them comfortable•Embrace awkward silences•Offer an incentive•Be relaxed, enjoy it!

RECORD•Take note of any great quotes•video and audio recordings can be useful,

but ask permission

USER INTERvIEWSRESEARCH & ANALYSIS

SURvEY OBJECTIvESInterview 12 car owners and find their pain points, needs and goals.

QUESTIONS•What do you use your car for?•What made you to decide to sign-up for a car sharing service?•What did you need to know before enrolling?•Did you find the information okay?•How was the on-boarding experience with Car Next Door?•What computers and devices do you have?

KEY INSIgHTS•Forms were not the biggest pain point.•Finding answers to questions was often difficult.•Confusion with costs and potential earnings.•They got lost on-boarding process, and did not know what do to next.•Speaking to the sales team was an important part in building

confidence.

OWNER INTERvIEWSRESEARCH & ANALYSIS

TRESEARCH & ANALYSIS

AFFINITY MATRIX

CAR NEXT DOOR

DRIvE MY CAR RENTALS gOgET EASYCAR

CLUB gETAROUND BUzzCAR RELAYRIDES

Country Australia Australia Australia England U.S. France U.S.

Peer-to-peer Yes Yes No Yes Yes Yes Yes

Short term rental Yes No Yes Yes Yes Yes No

Unattended key handover Yes No Yes Yes Yes No No

Social media sign-up No Yes No No Yes Yes Yes

Earnings calculator Web form Web form /

SMS No YesInteractive No Yes

Interactive No

COMPETITIvE ANALYSISRESEARCH & ANALYSIS

KEY INSIgHTS

Car Next Door is the only short term peer-to-peer rental service in Australia.

Not all peer-to-peer services facilitate the borrowing of cars without the owner having to meet the borrower in person.

•How is everyone else doing it?

•Don’t copy; learn and be inspired

•You can use competitors to perform usability tests before you’ve even built anything

RESEARCH AND ANALYSIS

DESIgN PATTERNS

PERSONAS•A representation of a group of your users or

customers•Never represents a single person•A living document - evolves over time as

more research and discoveries are made•Requires creativity but don’t make things

up!

WHY CREATE A PERSONA?•Communication tool•Useful when not everyone is involved in the

research•Ensures the whole team is aligned to and

focus on the customers needs and pain points

WHAT SHOUT IT CONTAIN?•Demographics

(age, sex, location occupation)•User’s background, habits, needs and pain

points•A relevant quote can help summarise and

aid communication•Devices they use•Other data relevant to the problem

PERSONASDISCOvERY

Personas

Devices

Transport Methods

“ If it’s going to sit on the drive for 4 days a week I might as well try and squeeze a little cash out of it.”“ An estimate of how much cash it would generate was

important to see if it was worth doing or not.”

StoryWith the birth of their second child and an increase in his working hours, Nick was finding his increased use of the family car for work had begun to impact on the family’s travel requirements. Nick Purchased a second car for work, so that the family car was always available to cater for the needs of his wife and children.

BehavioursBeing a doctor, Nick is very health conscious and likes to engage the family in sports and encourage exercise. Since the arrival of their second child, the car has been the preferred transport for his wife to run their eldest to her school and sports activities.

Nick and his wife are familiar other sharing services such as airbnb, but has yet to participate in sharing their own resource. While Nick does consider the value of collaborative consumption schemes to the community, the safety of his family and security of his possessions is of utmost importance.

At the weekends when Nick is not working, he spends most weekends with a family and uses a single car to visit friends, nearby attractions, nature reserves and shopping when required. The most convenient time for Nick to browse the internet is when he’s at home looking after the baby. He uses the family iPad or MacBook.

Needs• To know that all of his decisions are financially viable.• To be aware of all possible problems and outcomes of a situation.• To ensure that putting time and effort into something new is going to be

worthwhile.

Pain points• Discovering there are

caveats with an investment that were not known beforehand.• Making a poor financial decision.• Doing something that is not best practice or by the book.

“ I was interested to see if there were people in my area that actually wanted cars.”

“ It was inconvenient to have one car, so we got a second car.” ex+30+40+70$

Environment

Community

Financial

500+500=

0+1000=

400+600=

200+800=

300+700=

BioMale34DoctorMarried, 2 children

Situation2 bedroom house, RentedBalmain, Sydney

Nick

PERSONAS

Devices

Transport Methods

“ If it’s going to sit on the drive for 4 days a week I might as well try and squeeze a little cash out of it.”“ An estimate of how much cash it would generate was

important to see if it was worth doing or not.”

StoryWith the birth of their second child and an increase in his working hours, Nick was finding his increased use of the family car for work had begun to impact on the family’s travel requirements. Nick Purchased a second car for work, so that the family car was always available to cater for the needs of his wife and children.

BehavioursBeing a doctor, Nick is very health conscious and likes to engage the family in sports and encourage exercise. Since the arrival of their second child, the car has been the preferred transport for his wife to run their eldest to her school and sports activities.

Nick and his wife are familiar other sharing services such as airbnb, but has yet to participate in sharing their own resource. While Nick does consider the value of collaborative consumption schemes to the community, the safety of his family and security of his possessions is of utmost importance.

At the weekends when Nick is not working, he spends most weekends with a family and uses a single car to visit friends, nearby attractions, nature reserves and shopping when required. The most convenient time for Nick to browse the internet is when he’s at home looking after the baby. He uses the family iPad or MacBook.

Needs• To know that all of his decisions are financially viable.• To be aware of all possible problems and outcomes of a situation.• To ensure that putting time and effort into something new is going to be

worthwhile.

Pain points• Discovering there are

caveats with an investment that were not known beforehand.• Making a poor financial decision.• Doing something that is not best practice or by the book.

“ I was interested to see if there were people in my area that actually wanted cars.”

“ It was inconvenient to have one car, so we got a second car.” ex+30+40+70$

Environment

Community

Financial

500+500=

0+1000=

400+600=

200+800=

300+700=

BioMale34DoctorMarried, 2 children

Situation2 bedroom house, RentedBalmain, Sydney

Nick

PERSONAS StoryJane is a well educated traveller, living in a shared house while she saves for a deposit for her own unit. While Jane does use her car regularly, she finds it is still unused for a substantial amount of time, and this time will increase due to an upcoming travel trip.

BehavioursJane is an incredibly social and busy person. Outside of work she visits local markets, coffee shops, and the gym using a variety of transport methods depending on distance. She also makes quarterly trips in the car to see her family in Newcastle or to the family holiday house in Forster. Many of Jane’s personal trips are non-essential and with good public transport in her area she could choose to leave the car at home more often.

Jane likes to get out of the house as much as possible, and will prefer to browse the internet on her phone at her coffee shops while waiting for friends.

Jane finds it difficult to put time aside for practical tasks such as managing finances. When it comes to changing service provider or signing up for something new, it will often take a change in circumstances or an external motivator for her to finally take the plunge. If her flow gets interrupted she me be put off and may rethink her options.

Needs• To have new experiences

to talk about with her friends.• To find new and innovative ways to benefit the community and the

environment, without having to dedicate too much time.• To know how a new product or service will work and if it will fit into her life. • To have basic but concise information on how much something will cost.

Pain points• Dealing with uncertainties that pop-up and interrupt her plans. • Having to put time aside for practical tasks.• Reading small print or lengthy documents to get answers.

“ I was concerned how much of a burden would it be to do something like this.”

“ I need to understand how something works and how it will fit into my life.”

“ I was going away for 2 months, and was happy to share it.”

400+600=

0+1000=

500+500=

250+750=

350+650=

BioFemale33High School TeacherPartnered

SituationShared house, RentedMarrickville, Sydney

Jane

Transport Methods

Devices “ It seemed like a really good idea to keep the amount of cars on the road down, and make a little bit of extra cash.”

ex+65+75+35$Environment

Community

Financial

PERSONASMark

“ The concept is phenomenal. 5 years ago when I didn’t have a car I could have done with this service.”

BioMale47Civil ServantPartnered

SituationHouse, OwnedHawthorn East, Melbourne

Devices


Community

Financial

Transport Methods150+850=

0+1000=

650+350=

600+400=

750+250=

StoryMark was born in Victoria and has lived there for most of his life. He has recently moved into a new house. Mark is very close to his immediate family and thus made the decision to purchase a house nearby to them.

Mark purchased his first brand new car a few years ago as an investment, but since the move he finds he is using it less than once a week. Realising the potential loss in value from selling the car, Mark is determined to make the investment viable.

BehavioursMark and his partner are very familiar with collaborative consumption and are frequent contributors to such services. They have achieved a good status on airbnb, as well as having utilised car share services for hiring cars in the past.

Although open to new experiences, Mark is a careful researcher and doesn’t leave anything unknown. He performs most research on his home computer, but also will refer to his mobile phone when out of the house and requiring an immediate answer.

Needs• To be up to speed with the latest news, events and issues concerning the

local area and population. • To be actively participating in new and existing community programmes

and initiatives with his partner and family.• To know he is helping to make a positive change to the lives of friends,

family and the local community in whichever way possible.• To be very well informed about a product or service before proceeding,

including what the potential alternatives and competitors are.

Pain points• Being wasteful or unresourceful with purchases, services or finances.• Failing to get answers to questions or queries though his own research.• Failing to follow government or council regulations or laws.

“ We brought the car new and it does not make sense to sell it. We are just realising a loss.”

“ We are SuperHosts on airbnb.”

“ We have less and less need for the car.”

PERSONAS StoryLouise lives by herself in a single apartment and has been working in a marketing position since she graduated from university.

Having recently passed her driving test and due to the location of her office, she purchased a car on finance with primary goal of commuting. However, she’s since found the commuting traffic to be too much and overall does not enjoy driving at busy periods. Due to the car being on finance, she is unable to sell it at present.

BehavioursLouise heavily relies on public transport to visit friends and go on weekend shopping trips. She still uses the car at less busy times, mostly for trips to see her parents.

With the increased living costs from moving from a shared house to a 1 bedroom unit, Louise has to be organised and budget carefully. She takes an active interest in her finances and the products and services that she engages with.

Needs• To be kept up-to-date by her service providers.• To be in control of her finances.• To be able to find information quickly and effortlessly.• To be able to complete budget calculations regularly.

Pain points• Processes that are excessively complicated.• Having to spend time reading detail that is not relevant to her situation.• Being inconvenienced at a short notice.

Transport Methods

Devices “ I can’t sell the car. It’s sitting there all the time and I don’t enjoy driving.”

“ I need to be able to access account information to see how much I have earned.”


Community

Financial

150+850=

0+1000=

700+300=

000 +1000=

300+700=

BioFemale27MarketingSingle

Situation1 bedroom unit, RentedEarlwood, Sydney

Louise

“ Is everything I need to know clearly available to me? I shouldn’t have to read fine print and things that get confusing.”

2 cars.

Going travelling.

Never uses the car.

Hates driving. Can’t sell

financed car.

DISCOvERY

PERSONAS

WRITINg A PROBLEM STATEMENT•What is the core problem you need to solve?•What is the biggest pain point you want to address?•What is the most commonly voiced need that is not being fulfilled?•Don’t provide a solution just yet

TEMPLATE “I am [persona name, 3 characteristics]. I am trying to [outcome/job/task], but [problem/barrier] because [root cause]. This makes me feel [emotion].”

http://network.intuit.com/2012/03/23/getting-to-the-problem-leads-to-great-customer-solutions/

PROBLEM STATEMENTDISCOvERY

CAR OWNERSI am a car owner with limited time and computer skills, who does not drive my car very often. I would like to enrol my car on carnextdoor.com.au so it can help pay for its own running costs. I would like to sign-up online, but I am struggling to understand the process and get the answers to my queries. This is frustrating me and is affecting my confidence in the service.

PROBLEM STATEMENTDISCOvERY

Owners need to find out how much they could earn from their car.

During sign-up process, owners need to clearly know their progress, what need to happen to move to the next step.

Owners need to easily understand all the steps in with the sign-up process, and how long the process is expected to take.

Owners need to be able to pause the sign-up process at any time and return to it.

Owners need to understand how insurance cover works, and be prepared for the common queries that insurance companies may raise.

USER gOALS & FEATURESDISCOvERY

Simplify earnings calculator

Display sign-up progress

Pause sign-up process

Answer insurance queries

Explain sign-up steps

1 Wendy and James purchased a second car but found that it is seldom used. The running costs for both the cars are stacking up.

2 After being told about carnextdoor.com.au, Wendy signs up online to earn money from her vehicle while it is not being used.

3 Wendy completes the sign-up process, has the lock box fitted, and markets the car using posters in the nearby streets.

4 Meanwhile... Borris is in need of the car for a day out at Palm Beach with his friends. He sees Wendy and James’ car is nearby and books it.

5 Wendy is alerted that the car has been rented by Borris. Borris and his friends collect the car.

6 Borris begins his beach extravaganza with his friends.

7 After a successful day at the beach, Borris ensures the car is full of petrol and free of sand before returning it to Wendy and James. 8 Back at Wendy and James’ house,

Borris drops off the car and replaces the key in the lock box. Wendy and James review their new earnings.

USER STORIES AND FLOWS

STORYBOARD

•Exploration without commitment•Broad but not deep - detail isn’t

required•Provides opportunity to

collaborate and critique •The first sketch is your MvP

(Minimum viable Product)


STORYBOARD

OBJECTIvES•Shows all possible steps, choices and outcomes •Helps forget interface design and consider business processes•Start with the “happy path” - the path you want most users to take•Level of detail will vary depending on the application


USER FLOWS

Borrowers

Owners


USER FLOWS

STRUCTURE AND CONTENT

INFORMATION ARCHITECTURE

5 WAYS TO ORgANISE ANYTHINgAlphabetTimeLocationCategoryHierarchy ~ Richard Saul Wurman

THINK ABOUTHow would most people categorise this?How can we make it easy to find for people?Can it be categorised in more than one way?Will it be easy to find across all channels and devices?

•A simple exercise but it may take participants longer than you think

•Cards can contain content or tasks they can do (navigation)

•Can provide a hierarchy for site navigation

•Can provide a structure for categorising your content

•May also provide name suggestions for categoies and navigation

•Let the user think, talk and observe

•Photograph the result


CARD SORT

Card

nam

e

Card

no

Abou

t Us

Borr

ower

s

FAQ

Help

Intr

oduc

tion

Key

Actio

ns

Loca

tions

of S

ervi

ce

Med

ia

My

Acco

unt

My

Acco

unt

(com

mon

)

Ow

ners

Sub

Actio

ns

About us 1 80% 20%Blog 2 40% 40% 20%

Borrow a car 3 50% 33% 17%Borrow a van 4 50% 33% 17%

Change my password 5 100%Contact us 6 80% 20%

Environmental information 7 20% 60% 20%Extend my booking 8 50% 38% 13%

Fees and charges 9 33% 50% 17%Find out how insurance works 10 20% 60% 20%

Find out if cars are available in my area 12 50% 33% 17%How can I make sure my car is available when I want it 13 17% 50% 17% 17%

How does fuel work? 14 33% 50% 17%How much money could my car earn? 15 50% 17% 33%

I cannot get into the car 16 43% 29% 29%I have broken down 17 43% 29% 29%

I have damaged a vehicle 18 43% 29% 29%I have had an accident 19 43% 29% 29%

Invite friends 20 40% 20% 40%Journey history 21 29% 43% 29%

Log-in 22 20% 40% 40%Lost property claim 23 38% 13% 38% 13%

Manage my account 24 100%Newsletter sign-up 25 60% 20% 20%

Press coverage 26 60% 40%Read FAQ 27 40% 40% 20%

Request to extend the service to my area 28 14% 14% 14% 14% 29% 14%See when (how often) my car been used 29 43% 57%

Share my car for others to drive 30 14% 14% 14% 14% 43%Sign-up for news and alerts 31 60% 40%

Sign-up 32 20% 20% 20% 40%Social media pages (Facebook/Twitter) 33 60% 40%

Testamonials 34 40% 20% 40%The car has a problem 35 20% 40% 20% 20%

There is damage to my vehicle 36 29% 29% 43%There is lost property in my car 37 29% 29% 43%

Update my address 38 100%When someone borrows my car, how do I get the key? 39 50% 17% 33%

Where is my car? 40 38% 13% 50%Who has borrowed my car 41 38% 13% 50%

Map (user created) 42 100%


SIMILARITY MATRIX

carnextdoor.com.au

Borrow a car

BorrowingHow it works

Search by area

Browse map

Refine by vehicle type

Refine by transmission

Refine byvehicle price

Refine by dateView car detailsBorrow car

Sign-up as borrower

Extend the service to my area

Testimonials

Share my car

SharingHow it works

Earningscalculator

Sign-up asowner

TestimonialsSubtopic 4

Plans and pricing

Borrower

PlansDamageliability

Owner

Earningsinfo

Earningscalculator

FAQ

Borrower

Search FAQGetting started

InsurancePricing and payments

ParkingOn the road

Encounteringthe unexpectedDocumentation

Get help (If logged-in)

Owner

Search FAQGetting startedInsurancePricing and incomeOn the roadEncounteringthe unexpectedDocumentation

Get help (If logged-in)

Sign-up

Sign-up as borrower

Sign-up as owner

Help

Borrower

Extend mybookingWhere is the car?

I cannot get into the car

The car has a problem

I have damaged the car

I've had an accident

I've left something in a car

Owner

Extend mybooking

My car has been damagedWhere is my car?

There is lost property in my car

My account

Log-in

Forgot password

Extend my bookingMy journeys

View current journeyView past journeys

My cars

Add new car

Manage caravailability

Edit car profileView car history

My details

My password

My address

Invite friendsLog-out

About us

About usJobsContact us

EmailPhone

Extend serviceto my area

Sign-up for the newsletter

Invite friendsMedia

BlogPress coverageSocial media

Environmental information

Key

Search field Map Date entry Video Options checklist Text field Form Interactive slider


IA/NAvIgATION

WHYCar Next Door want to build-up their peer-to-peer network by signing-up new customers, increasing geographical coverage.

WHATvoice: Casual, positive Tone: FriendlyMessage: We are a friendly, reputable and well established car sharing community which you will very much enjoy being a part of.

WHOThe audience are qualified drivers who:

(a) need a low cost, safe and convenient method of hiring cars for short and long trips, which range from social events, utility and vacation. The cars need to be easy to book, pick-up and access.

(b) own a car, and would like to make use of its idle time to make money to cover costs, reduce cars on the road, or to help someone in the community who needs a car. The service must guarantee adequate protection of their car, and participating in the service must not be time consuming or inconvenient.

WHEREThe content may be accessed on computers, tablets or mobile phones, but owner sign-up is probably more likely to occur at home where the car is nearby and supporting documentation is accessible.

HOWThe majority of the sites key content is text, with some supporting infographics, photographs and videos. Text is in the formats:

• general information pages (key content)• FAQ questions and answers (key content)• Tables (key content)• News, media and blog updates (supporting content)• PDF documentation and policies available for download (supporting

content)

WHENContent updating and archival should be performed:• with a change to company policies, procedures or pricing• at least every 6 months to ensure accuracy and completeness• at least once per week for time-sensitive content (news, media and

blog updates) to maintain credibility

STYLE gUIDE

Terminology standardisation• “Borrow” in place of “rent”, “hire”, and in place of “book” if possible.• “Share” in place of... rent?• “Car brand” in place of “Car make”• “Car” or “vehicle”• “Earnings” in place of “Income”?• “km” should always be lowercase

Spelling, grammar, Punctuation, Layout trends• “$1,000” - comma separator for 3 decimals and above• Refer to existing style guide document as provided by Car Next Door

CONTENT STRATEgYSTRUCTURE AND CONTENT

Page Section Importance Title Text Alt Title Alt Text Media Links

For Borrowers THE NITTY GRITTY 1What happens if I damage the car?

When you borrow a car through Car Next Door, you’re protected by our comprehensive insurance policy. Like with a rental car, you can choose to reduce the amount that you would be responsible for paying in the event of damage to the car, from the standard $2,000 down to $500.

Zendesk Damage Cover 3

Do I need my own insurance to borrow a Car Next Door vehicle?

Nope! How good is that? As a member, Car Next Door provides you with first class comprehensive damage coverage underwritten by a major international insurer approved by Australian Prudential & Regulation Authority (APRA).

Zendesk Damage CoverHow does damage cover work?

During your reservation, Car Next Door protects you with our comprehensive damage coverage. This means you don’t need your own insurance – cha-ching savings! Should you be involved in an accident, and you are not in breach of your agreement, you’ll only be liable for your chosen excess. You'll need to report this damage to us straight away.

For Borrowers THE NITTY GRITTY 1How do I get the keys?

The keys to the car are stored in an electronic keysafe on the outside of the car. We love this little thing so much, we call it Fred. You’ll get a code to open Fred and get the key. When you’re finished driving, just put it back as you found it. Where are the keys?

In all Car Next Door Vehicles, car keys are located in the lockbox and accessed via PIN entry. See this article on how to use the Fred, The LockBoxer.

ZendeskBooking a Reservation 1

How do I reserve a car?

There are three simple ways to make an instant reservation:

Right here on our website. Just login using the blue button on the top right corner and go from there.With your iPhone, Android or other smartphone using our mobile site - https://m.carnextdoor.com.au/Call us and we'll find you a car ($2 Call Centre charge applies): 02 8035 8000

For Borrowers THE NITTY GRITTY 1 How do tolls work?All of the cars are fitted with eTags. If you drive on any toll roads during your booking, the amount of the toll will be charged to your credit card at the end of the month. There are no nasty surcharges from us! How Do I Get The Keys?

Zendesk

The Most Frequently Asked Borrower Questions

Do the cars have tolling devices (e.g. e-TAGs) and can I use them?

Yes, all cars have tolling devices installed and you are free to drive through any tolls. You will be billed for any tolls at cost price at the end of the month with no nasty surcharges from us!

Zendesk


Tolls - Can I get a refund via the M5 Cashback Scheme?

Unfortunately, we are not able to participate in this scheme. From the RMS Website:

EligibilityTo participate in Cashback you need to open an electronic tolling account, register for Cashback and pay your M5 tolls using an electronic tag.You can only claim Cashback if:

You are a NSW resident.Your vehicle is registered in NSW for private, pensioner or charitable use. Trips made using government or business registered vehicles (including vehicles provided as part of a salary package), leased vehicles, rented vehicles, smash repair courtesy vehicles, car dealership loan vehicles, interstate registered vehicles or any other vehicle where business usage is shown on the registration papers, for example 'business general' or 'primary producer' are ineligible.You have registered for M5 Cashback with your tolling provider.You have paid M5 tolls using a NSW issued electronic tag.You have submitted your claim within twelve months of the close of the Cashback quarter. Claims received more than 12 months after the close of each quarter will not be accepted.Your eligibility for a Cashback rebate starts from the first day of the month in which you register for Cashback. M5 tolls paid before the date you register will not be refunded.We are ineligible on two counts.

Our eTags are issued by a Victorian organisation.A requirement for participating in Car Next Door is that all NSW vehicles are registered as Business Use. This is to ensure the car has adequate CTP cover. Cars registered as Business Use are not eligible for this scheme.

For Borrowers THE NITTY GRITTY 2

Can I share the driving with a partner or a friend during the booking?

Only if they are a Car Next Door member. If you want to share the driving, then your friend or partner can join Car Next Door for free.

In the event of damage or an at-fault accident, the person who booked is responsible for the Damage Cover Liability (DCL) cost, regardless of who was driving when the accient occurred. The DCL amount will also be based on the Rate Plan of the person that booked.

Can I share the driving with my friend or partner on a long drive?

No. Only Car Next Door members can drive the cars, so unless they sign up to Car Next Door, it looks like your mate is going to be navigator.

There is an easy solution though! To keep your options open, have them sign up for free! As long as they are a member of Car Next Door, & have been through the same checks & measures as you have, once approved they will also be able to drive the car even if its under your booking. And vice versa.

Can I share the driving with my friend or partner

Zendesk

Can I share the driving with my friend or partner on long drives?

Only APPROVED Car Next Door members are insured to drive any of the Car Next Door vehicles. If you have a friend or partner that you'd like to share the driving with, then simply get them to Join for Free through our website. Then they can drive the car, even though the trip is booked under your name.

If the booking is in your name, then in the event of damage or an at-fault accident, you are responsible for the Damage Cover Liability (DCL) amount regardless of who is driving, and the DCL amount will be based on which ever Rate Plan the person that booked is on.

E.g. Bert is a Heavyweight member & therefore has a permanent DCL reduction of $500 for all trips taken for just $19 p/mth. His wife, Margaret, is a Featherweight member, as she only drives occasionally, and her DCL is $2,000. They go on a long trip together, booked under Bert's Member ID & have a minor prang when Margaret is driving where she is at fault. Bert is liable for the DCL, which is only $500.

Note, if the driver is 21-25yrs old, then the 21-25yr old DCL amounts will apply.

For Borrowers THE NITTY GRITTY 1How does petrol work?

You’ll pay 33c for each kilometre you drive. This covers both fuel and wear and tear on the vehicle. If you need to fill up during your booking, you can use the fuel card (it’s in the glove box) to pay for fuel. Just make sure there’s at least a quarter tank of fuel in the car when you drop it home, so that the next person who drives the car isn’t stuck.

If you need to fill up at a petrol station that does not accept our fuel card, you can send us the receipt to be reimbursed [to be confirmed].

You will be Credited $2 Driving Credit for filling up the car.How does the petrol / fuel work?

Regardless of which car is used, the Borrower will be charged 33c per km that they travel which covers fuel.

A Borrower is responsible for refuelling the car if the tank reaches ¼ full (otherwise fines apply). They can do so by using the fuel card located in the glove box, which can be used most major petrol stations. The Owner pays for these fuel card charges, and are compensated by the 33c per km paid by the Borrower.

The PIN number for the card is available on their booking confirmation email (or in My Trips on the Car Next Door mobile site)

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Who is responsible for putting fuel in the car?

It is a requirement that you fill up the car any time the tank is below a quarter of a tank full. But you don’t need to pay. You will find a fuel card in the glove box with the member handbook. You will need to take this card, and photo ID to the counter and they will take note of the car number-plate to make sure that you are filling up the right vehicle. You will be Credited $2 Driving Credit for the trouble.

Zendesk Taking a Trip How do I buy fuel?

There is a fuel card included in all Car Next Door vehicles. You’ll find it in the glove box. You will need to take this card, and photo id to the counter and they will take note of the car number plate to make sure that you are filling up the right vehicle. When you make your booking, the booking confirmation will include the PIN for the fuel card, which you will need when you fill-er-up. You will be Credited $2 Driving Credit for the trouble.

For Borrowers THE NITTY GRITTY 2 How do I pay?At the end of your booking we automatically tally up how far you’ve driven and how long you’ve had the car for, and charge the credit or debit card on file. We’ll email you an invoice each month.

For Borrowers THE NITTY GRITTY 1 Where are the cars?Car Next Door is expanding into new suburbs of Melbourne and Sydney every week. If we aren’t in your suburb or city yet, then show your interest by signing up to help us get to you faster. Find a car

For Borrowers THE NITTY GRITTY 2How long can I book a car for? Your reservation can be as short as half an hour, and increase in increments of 15 mins for up to 60 days.

For Borrowers THE NITTY GRITTY 3Do I need to have a smartphone?

Having a smartphone is highly recommended as it makes booking, finding and accessing the cars ridiculously simple. However you can still use the service if you don’t have one.

Do I need an iPhone or smartphone to use Car Next Door?

You don't, but accessing the mobile site makes your booking even simpler!

You can book online and make a reservation at carnextdoor.com.au. However, having a smartphone makes it really easy to find the car you’ve booked when you’re out on the go (through our mobile site - m.carnextdoor.com.au). If you don’t have a smartphone make sure you check the exact location of the car online before you get there.

Having a fully charged mobile phone before each trip is essential. When hiring a vehicle you'll need it to end your reservation via SMS, or via the "End Now" button on the mobile site. The Car Next Door Crew are also available to help so having a phone to call them is useful. Heading off on your journey without a phone, or a phone with 2% battery left, could be inconvenient for you. Mobile site (Dead link)

ZendeskEncountering the Unexpected

What happens if my phone has no charge and I need to manage my reservation?

It is always a good idea to ensure you have a fully charged mobile phone before you start your Car Next Door journey. If you don't, you may need to find access to a phone to call us if you need assistance - 02 8035 8000.

You'll need your mobile phone to:

- access the location of the car at the start of your reservation (via the mobile site, or via SMS)

- access the PIN to open Fred The LockBoxer via the mobile site, or via SMS and access the PIN to ensure he is locked at the end of your journey

- end the reservation for vehicles fitted with Fred The LockBoxer (via the mobile site or SMS)

- call us if you need help with any of the above! ( 02 8035 8000)

For Borrowers THE NITTY GRITTY

WHAT IF I GET A SPEEDING OR PARKING FINE?

In the unlikely event you get a speeding ticket or parking fine, it’s best to pay it straight away. If the car owner gets a ticket that a borrower is responsible for, we forward it to the borrower to arrange payment. Because there’s hassle and paperwork involved for the owner and us, we charge the borrower $40 admin fee in addition to the fine.

What happens if I get a parking/speeding/other ticket?

Um, you’re gonna have to pay for that.

If you get a speeding ticket or parking fine, then pay it straight away. If it gets forwarded to the Owner, then to us, then we’ve got to work out who was driving that car at that time and call you up and you know, it’s a lot of effort…. If we need to do this we will charge an admin fee to process your ticket.

Obviously this admin fee won’t apply for a violation where you didn’t know you had been stung, (speeding/red light camera for example) but you are still gonna have to pay the fine!


CAN I BRING MY PETS ALONG FOR THE RIDE?

Some cars are “pet friendly” and allow your furry friends to travel within a suitable pet carrier (you’ll need to bring your own). Can I take my pet in the car?

Some cars are “pet friendly” and allow your animal to travel within a suitable pet carrier that you supply. You should check this prior to making the booking and make sure the vehicle is left in the the state you found it. If a car is not pet-friendly, you will not be able to take your animal friend.


THE 11 GOLDEN RULES OF BORROWING YOUR NEIGHBOUR’S CAR

Neighbour-to-neighbour sharing works because our members treat each other, and each others’ cars, with kindness and respect. Read these 11 Golden Rules before you drive.

is-it-for-you/rent-my-car/11 golden rules

For Borrowers THE NITTY GRITTY LOOKING FOR MORE INFO?

Check out our FAQ’sGive us a CallEmail us faq / email / call

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The Most Frequently Asked Borrower Questions 3

Can international Borrowers rent cars through Car Next Door?

All Borrowers that are Temporary Residents (i.e. do not have Permanent Residency or Citizenship) are required to take a photo or scan of their drivers licence (international or Australian is accepted) and passport, and authorise Car Next Door to take a $500 refundable deposit for the term of their membership. This can be fully refunded when the Borrower either ends their membership (refund is processed 32 days after last booking) or sends us evidence of Permanent Residency.

WHY? Because we can't do our normal checks and measures on Temporary Residents, and as we are in the business of lending out real peoples cars, it is important that the Car Owner is protected in all circumstances. We're sure you understand!


How Can I Change my Rate Plan?

Head to this page: "Borrowers-Rate Plan Change Request" and fill out the form!

If you are moving up in rate plan, changes take effect in the current month, within 2 business days after this request is received.If you are moving down in rate plan, changes take effect in the next calendar month after this request is received, and will not affect any current bookings in the current month.You can move up a weight division anytime.You can move down a weight division once per year free of charge. Each subsequent move will incur a $20 fee.The full detail on the rates & plans are on our For Borrowers page

CONTENT AUDITSTRUCTURE AND CONTENT

Multiple spelling corrections rectified.

Content categorised and rated by importance.

gap analysis based on research and feedback.

Duplicate content identified and marked for deletion.

Lengthy, outdated or poorly worded content marked for client review.

Correction of content issues detected during usability tests.

Terminology and punctuation standardised en masse in line with content strategy.

•Rapid, disposable and cheap•Navigation can be demostrated

with multiple pages and post-it notes

•Portable and can be tested anywhere

IDEATION AND PROTOTYPINg

LO-FI PROTOTYPES

DESKTOP SOFTWARE•Balsamiq•Omnigraffle (Mac)•PowerPoint•Keynote

CLICK-THROUgH (MOBILE)•Invision•Flinto

LO-FI PROTOTYPESRESEARCH

IDEATION AND PROTOTYPINg

HI-FI PROTOTYPES

EVOLUTIONHome

Sign-up

Calculator

wIrEframE Paper HI-fI AxureLOw-fI Balsamiq

WHEN?•As early as possible!•As often as possible!•You can test almost anything, including

paper prototypes•Test your competitors

WHERE?•In situe is good if convenient: •A spare room at the office•Commercial companies can also perform

testing with eye tracking software

TESTINg TIPS•give the user a task to do•Avoid phrases that might make the user give

up easily, such as: “Try to complete...”

•Avoid saying labels used on the site’s navigation

•Watch how they try and perform the task•Embrace silence and difficulties. •Don’t help them!•Recording sessions can be useful

USABILITY TESTINg

USABILITY TESTINg

“Tell me about this website.”

“What would you need to know before sharing your car on the service? Please now find the answer to your questions.”

“You are 23 years old and are looking to borrow a car. Find out how much the excess would be if you damaged the car.”

“You would like to join Car Next Door. Please sign-up.”

“You have a car that is not being used regularly and you would like share it on Car Next Door. Your car is a 2012 Toyota Yarris. Find out how much you could earn.”

USABILITY TESTINg

USABILITY TEST

USABILITY TEST

COMPETITOR (BUzzCAR)

“Is it hourly/daily or per km? How does that work?”

“Does that mean it doesn’t cost anything?”

“I don’t know what the DCL is!”

“Love isn’t the clearest; English is my first language and I was sceptical to what that was”

“I should not need to give contact details to get a quote”

“I would prefer to see a breakdown of how they came to the calculation”

“I don’t really want to read through all that text here”

“Who are the underwriting company?”

“Oh god, so many boxes!”

“What are the tax implications?”

“75% of 33c is confusing. Just tell me”

“Peer to peer - is that people the same age?” “Sign up for free!”

CURRENT WEBSITE

USABILITY TESTINg

ITERATION

ITERATION

ITERATION

ITERATION“Do I not need to put where my drivers license is from?”

“Should there be another box for setting the to and from date?”

“Why do they need to know this?”

“How are they storing this information?”

USABILITY TESTINg

ITERATIONSPROTOTYPE

“It says I am better off; is that how much money I will make?”

“Is my membership fee included in that?”

“Perhaps it should say there that we cover your insurance?”

“It does not break it down into days, weeks, months etc.”

ITERATION 1 ITERATION 2 ITERATION 3

USABILITY TESTINg

A/B TESTINgPROTOTYPE

SUMMARY

WHAT NEXT?•Further research and testing into the earnings calculator•Forms and sign-up experience•Home page design - how captivating is it to owners and borrowers?•Consider the mobile and tablet view

THANK YOU

Documents

carnextdoor JMC UX Presentation