Strategy Analytics conducted a user experience evaluation of Zipcar, a long-running worldwide car-sharing service. Zipcar’s extensive fleet and broad reach allows it to outperform its competitors for a wide variety of use cases. Unfortunately its sharing model has a number of challenges, some of which Zipcar has struggled to address. And though Zipcar’s extensive experience in car-sharing shines through at many points in the UX, fundamental issues were still noted in the web portal and the mobile app.