Full rental experience
Full rental experience
Full rental experience
Grab your keys in just two minutes.Smarter car pickup. Less waiting, more going.
Key'n Go
Key'n Go
Key'n Go
Deskless experience.
Deskless experience.
Deskless experience.
Sign on Device & Digital Catalog — browse extras and sign contracts digitally on a single tablet.
Sign on Device & Digital Catalog — browse extras and sign contracts digitally on a single tablet.
Sign on Device & Digital Catalog — browse extras and sign contracts digitally on a single tablet.
Pilot testing!
Queue Management System (QMS) — reduce wait times and organize customer flow in-branch.
Queue Management System (QMS) — reduce wait times and organize customer flow in-branch.
Queue Management System (QMS) — reduce wait times and organize customer flow in-branch.
Website & Funnel Redesign — optimized the booking journey to convert better, load faster, and reflect Goldcar’s value from the very first click.
Website & Funnel Redesign — optimized the booking journey to convert better, load faster, and reflect Goldcar’s value from the very first click.
Project context
Project context
At Goldcar, I led the design of several key initiatives focused on digitizing and streamlining the car rental journey. My work spanned projects like the Digital Catalog (a tablet-based tool to support upselling), Sign on Device (digitizing rental contracts directly on tablets), and Key’n Go—a bold move toward a fully deskless rental experience.
This case study focuses on Sign on device and Key’n Go, two major efforts that replaced paper-heavy, agent-dependent workflows with seamless digital interactions. Together, these projects helped shift Goldcar toward a more autonomous, fast, and user-friendly rental model—enhancing the experience for both customers and frontline staff.
At Goldcar, I led the design of several key initiatives focused on digitizing and streamlining the car rental journey. My work spanned projects like the Digital Catalog (a tablet-based tool to support upselling), Sign on Device (digitizing rental contracts directly on tablets), and Key’n Go—a bold move toward a fully deskless rental experience.
This case study focuses on SSign on device and Key'n Go, two major efforts that replaced paper-heavy, agent-dependent workflows with seamless digital interactions. Together, these projects helped shift Goldcar toward a more autonomous, fast, and user-friendly rental model—enhancing the experience for both customers and frontline staff.
Metrics
Metrics
Potential global revenue
Rentals through Key'n Go
Attach rate
Time at the counter
Time at the counter
Self-service boost
Redesigned the full experience to make it faster, clearer, and more intuitive.
Self-service boost
Redesigned the full experience to make it faster, clearer, and more intuitive.
Self-service boost
Redesigned the full experience to make it faster, clearer, and more intuitive.
Faster, smarter rentals
Streamlined key customer touchpoints to minimize friction and get people on the road faster—especially during peak hours.
Faster, smarter rentals
Streamlined key customer touchpoints to minimize friction and get people on the road faster—especially during peak hours.
Faster, smarter rentals
Streamlined key customer touchpoints to minimize friction and get people on the road faster—especially during peak hours.
Your booking is ready
12:41 AM
You’re ready to pick up your car.
Head to the Key’n Go machine
10:41 AM
Scan your QR code to get your keys in seconds.
Booking Started – Park spot Nº 57
20:41 AM
Your car is waiting. Head to spot 57 and hit the road.
Millions in revenue unlocked
Through UX improvements and upselling strategies across kiosk and counter touchpoints.
Your booking is ready
12:41 AM
You’re ready to pick up your car.
Head to the Key’n Go machine
10:41 AM
Scan your QR code to get your keys in seconds.
Booking Started – Park spot Nº 57
20:41 AM
Your car is waiting. Head to spot 57 and hit the road.
Millions in revenue unlocked
Through UX improvements and upselling strategies across kiosk and counter touchpoints.
Your booking is ready
12:41 AM
You’re ready to pick up your car.
Head to the Key’n Go machine
10:41 AM
Scan your QR code to get your keys in seconds.
Booking Started – Park spot Nº 57
20:41 AM
Your car is waiting. Head to spot 57 and hit the road.
Millions in revenue unlocked
Through UX improvements and upselling strategies across kiosk and counter touchpoints.
Sustainability
Helped advance its paperless and automation objectives, contributing to both environmental and operational impact.
Sustainability
Helped advance its paperless and automation objectives, contributing to both environmental and operational impact.
Sustainability
Helped advance its paperless and automation objectives, contributing to both environmental and operational impact.
Paperless rental agreement
Eliminated paper from the signing process while enhancing transparency and reducing operational hassle for both customers and staff.
Paperless rental agreement
Eliminated paper from the signing process while enhancing transparency and reducing operational hassle for both customers and staff.
Paperless rental agreement
Eliminated paper from the signing process while enhancing transparency and reducing operational hassle for both customers and staff.
Upselling made seamless
Designed a smooth, visual experience to help customers explore upsellings.
Upselling made seamless
Designed a smooth, visual experience to help customers explore upsellings.
Upselling made seamless
Designed a smooth, visual experience to help customers explore upsellings.
Highlights
Highlights
🔄 Progressive digitalization of the rental journey
🔄 Progressive digitalization of the rental journey
🔄 Progressive digitalization of the rental journey
Designed a connected ecosystem of tools—from a digital catalog to contract signing and fully deskless pick-up—gradually replacing paper processes and reducing friction at the counter.
Designed a connected ecosystem of tools—from a digital catalog to contract signing and fully deskless pick-up—gradually replacing paper processes and reducing friction at the counter.
📱 Tablet-first experience with upselling in mind
📱 Tablet-first experience with upselling in mind
📱 Tablet-first experience with upselling in mind
Introduced a sleek, easy-to-navigate digital catalog on in-branch tablets, enabling customers to browse vehicle options and extras—laying the groundwork for a more personalized and revenue-generating experience.
Introduced a sleek, easy-to-navigate digital catalog on in-branch tablets, enabling customers to browse vehicle options and extras—laying the groundwork for a more personalized and revenue-generating experience.
📝 Seamless contract signing flow
📝 Seamless contract signing flow
📝 Seamless contract signing flow
Replaced the paper-heavy contract process with a guided digital signing flow on tablet—saving resources, cutting waste, and giving customers instant access to their signed agreement via email, boosting satisfaction and transparency.
Replaced the paper-heavy contract process with a guided digital signing flow on tablet—saving resources, cutting waste, and giving customers instant access to their signed agreement via email, boosting satisfaction and transparency.
✨ Deskless autonomy with Key’n Go
✨ Deskless autonomy with Key’n Go
✨ Deskless autonomy with Key’n Go
Enhanced and refined the UX of Goldcar’s self-service experience, allowing customers to skip the counter entirely—unlocking a faster, fully digital pick-up process that supports operational scalability.
Enhanced and refined the UX of Goldcar’s self-service experience, allowing customers to skip the counter entirely—unlocking a faster, fully digital pick-up process that supports operational scalability.
Some methodologies used
Some methodologies used
Selected methods that informed design decisions from end-to-end, balancing user insights with iterative validation.
📍 In-field research
Observed branch workflows and customer behavior to understand pain points and validate digital flows in context.
🧩 Journey & service mapping
Mapped end-to-end rental scenarios across digital and physical touchpoints to align on opportunities and review journeys.
🧪 Prototype testing
Ran usability tests with interactive prototypes to evaluate ease of use, spot friction points, and refine both tablet flows and the self-service Key’n Go experience based on real user feedback.
🧪 A/B Testing
I used A/B testing to validate key interaction flows and identify where users were dropping off and check different flows behavior. This helped me fine-tune the experience and improve overall engagement.