Case 09 · E-commerce · 2023
Express.pl
I redesigned Express.pl’s mobile car-rental booking for tourists who’ve just landed: 5 steps that each ask one question, with a running price total.
- Role
- UX Lead at Express.pl, embedded through my consultancy, from context mapping to UI
- Team
- Product squad · Figma, Miro
- steps from pick-up to payment
- 5
- pain points mapped
- 4
- payment methods on one screen
- 3
01
Fresh off the plane
We pinned down one user first: a tourist in for less than a month, travelling with family or friends, at most two suitcases each, booking on a phone at the airport. Often jet-lagged, on WiFi of unknown quality.
The booking starts with where and when.
02
One question per step
Pain-point mapping turned up four: fees popping up mid-flow, not knowing what you’re paying for or which car you’ll get, insurance what-ifs, and which operator to trust. I split the booking into five steps, one question each: where to pick up, which car, what insurance, which add-ons, how to pay.
Cars come by class, “or similar”, with the running total sitting above them.
03
The airport goes first
We gave pick-up two tabs, “Our points” and “Any address”. Kraków Balice airport sits at the top of the points list with a plane icon, since that’s where our tourist is booking from. “Any address” is door-to-door delivery, and its fee shows once the full address is in.
04
Insurance you can read
We saw bookings stall at insurance in the old flow, so each package became a check/cross list. On Basic you see what isn’t covered before you pick: glass, tyres, upholstery. The excess is there in złoty too. Prepaid fuel, a final wash, extra drivers and child seats come next as add-ons, with prices shown.
05
Pay the way you pay at home
The flow had to work for Polish travellers and visitors from abroad, so BLIK, card and bank transfer share one payment screen. For launch we defined HEART metrics, right down to whether payments on this screen go through.