User Experience Evaluation: Zipcar

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Report Summary:

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.

Table of Contents

1.  Executive Summary

2.  Introduction and Methodology
     2.1  Methodology

3.  Registration and Cost Structures

4.  Finding and Reserving a Vehicle

5.  Accessing the Vehicle

6.  In-Vehicle and End-of-Journey UX

7.  Concluding Insights

8.  Analyst Contacts

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