One of our core values at Avail is Customer Obsession, and we live into that by seeking diverse customer perspectives to build ideal experiences.
Of course, customer centricity doesn’t just happen overnight, and it definitely isn’t solved by one person. Avail has multiple, dedicated teams to ensure users are at the forefront of everything we do.
What the heck do these people do? Simply put: we seek to answer the “why”directly from users at every point in the product development process.
We aren’t about doing research to just checkoff a box and say we did it. We like to actually practice what we preach by taking action on the feedback we get during our research conversations. Assuming you double dared us, let’s walk through a recent study we did.
Basically, we presented users with a pile of cards (aka the green cards), which had labels or information they may find on the Avail website.
Next, users grouped the green cards in a way that made sense to them.
Once the green cards were organized, users then created a label (aka the white cards) for each category.
So if someone’s visiting the Avail website and the menu has a label named “Getting Started”, you’d click it and see information on “Before Renting” and “Making a Reservation”.
By understanding what questions users have when visiting the Avail website, how they categorize information, and where they instinctively think that information lives, we were able to create new pages and redesigned old ones!
Not only are these experiences easier on the eyes, but now Customer Support is freed up to assist customers with anything else they might need.
Although we’d like to have a dramatic mic drop and say “That’s all folks!”, that's simply not how life works. As customer advocates, we continuously ensure our recommendations are communicated to the right people, at the right time, even if they weren’t the ones with the original question.
We’re always looking for folks to chat with us and give us the scoop. Interested in helping Avail gain key research insights? Shoot us an email anytime: UX@availcarsharing.com.
In this Code Mode post, Cindy Emch shares how a career in music helps her stay on top of technical projects at Avail.
The Avail Research Team discusses how to keep customers at the forefront of product development.