Stallion Auto Rentals
Stallion is an insurance-linked car rental service designed to make the post-accident replacement process simpler and less stressful. I transformed a manual, paper-heavy experience into a guided digital journey that helps users choose a vehicle, complete their requirements, track delivery, and stay connected with Stallion staff.
Role
Industry
UI/UX & Graphic Designer
Automotive Rental & Leasing
Platform
Timeline
Web & Mobile
4 Weeks
Challenge
Stallion Auto Rental’s replacement-car process was entirely manual and fragmented. After an accident, customers, already stressed and emotionally overwhelmed, had to call to check vehicle availability, rely on verbal information, and complete lengthy paper forms before receiving a replacement vehicle.
At the same time, Stallion employees had to manage calls, vehicle coordination, and paperwork simultaneously, creating delays, communication gaps, and opportunities for errors.
The core challenge was: How might we transform a stressful, phone-and-paper-based process into a simple, guided, and transparent digital experience that reduces cognitive load for customers while improving operational efficiency for Stallion staff?
Process
To understand Stallion’s existing replacement vehicle process, I began by conducting discovery sessions with customers and Stallion employees to uncover pain points across the accident-to-rental journey. I mapped the existing workflow and used affinity mapping to identify recurring issues around manual paperwork, vehicle availability, communication gaps, and the cognitive load placed on users during an already stressful experience. Working closely with stakeholders, I translated these insights into opportunities to simplify the journey through guided digital forms, visual vehicle selection, clearer communication, and automated updates. This research became the foundation for shaping a more streamlined, transparent, and user-centered replacement vehicle experience.
Outcome
Before, Customers relied on phone calls, manual coordination, and lengthy paper forms to arrange a replacement vehicle, creating stress, delays, and communication gaps. Stallion staff also had to manage vehicle availability, customer information, and contracts across fragmented processes.
The redesigned experience brought the journey into one guided digital flow—allowing customers to browse available vehicles, complete contracts in simple steps, receive updates, and communicate with Stallion more easily. For staff, structured data and automated workflows improved visibility, reduced manual effort, and streamlined operations.
