B2C - Mobile Application
B2C - Mobile Application
2026
2026
Post Booking Experience Revamp
Post Booking Experience Revamp
Post Booking Experience Revamp
Post Booking Experience Revamp
Redesigning the entire post-booking journey, from booking confirmation to trip end, to reduce friction, build trust, and guide users at every step.
Redesigning the entire post-booking journey, from booking confirmation to trip end, to reduce friction, build trust, and guide users at every step.
Redesigning the entire post-booking journey, from booking confirmation to trip end, to reduce friction, build trust, and guide users at every step.
MY ROLE
MY ROLE
End to End Design, UX Strategy & Prototyping
End to End Design, UX Strategy & Prototyping
DURATION
DURATION
10 weeks
10 weeks
INDUSTRY
INDUSTRY
Car Sharing Marketplace
Car Sharing Marketplace
TEAM
Pulkit Vashishta
Pulkit Vashishta
Product Manager
Product Manager
Dhiren Thirani
Dhiren Thirani
Engineering Lead
Engineering Lead
Myself
Product Designer
Myself
Product Designer
/01
About
is a self-drive car-sharing platform
that connects hosts (individual car owners) with guests looking for flexible short or long-term rentals
25k+
active cars listed by hosts
100+
cities spreadover
35k+
DAUs
10M+
App Downloads
/01
About
is a self-drive car-sharing platform
that connects hosts (individual car owners) with guests looking for flexible short or long-term rentals
25k+
active cars listed by hosts
100+
cities spreadover
35k+
DAUs
10M+
App Downloads
/01
About
is a self-drive car-sharing
platform that connects hosts (individual car owners) with guests looking for flexible short or long-term rentals
25k+
cars listed by hosts
100+
cities spreadover
35k+
DAUs
10M+
App Downloads
/01
About
is a self-drive car-sharing platform
that connects hosts (individual car owners) with guests looking for flexible short or long-term rentals
25k+
active cars listed by hosts
100+
cities spreadover
35k+
DAUs
10M+
App Downloads
/02
/02
/02
Context
Context
Context
When a user successfully makes a booking, they land on the booking details page. We hadn't touched this page in years. Every time we ship something new, we had to somehow squeeze it in. Over time, the page got cluttered and difficult to navigate. We all knew it needed fixing, but we couldn’t prioritise for obvious reasons. It reached a point where adding one more thing felt like breaking the user trust further
When a user successfully makes a booking, they land on the booking details page. We hadn't touched this page in years. Every time we ship something new, we had to somehow squeeze it in. Over time, the page got cluttered and difficult to navigate. We all knew it needed fixing, but we couldn’t prioritise for obvious reasons. It reached a point where adding one more thing felt like breaking the user trust further
When a user successfully makes a booking, they land on the booking details page. We hadn't touched this page in years. Every time we ship something new, we had to somehow squeeze it in. Over time, the page got cluttered and difficult to navigate. We all knew it needed fixing, but we couldn’t prioritise for obvious reasons. It reached a point where adding one more thing felt like breaking the user trust further
/03
/03
/03
Data Analysis
Data Analysis
Data Analysis
That's when we decided to dig in properly. We went through support tickets, ran user tests, read social media reviews, and audited every state of the Booking Detail Page.
That's when we decided to dig in properly. We went through support tickets, ran user tests, read social media reviews, and audited every state of the Booking Detail Page.
That's when we decided to dig in properly. We went through support tickets, ran user tests, read social media reviews, and audited every state of the Booking Detail Page.
~ 50%
~ 50%
of bookings experienced friction, meaning users either raised a support ticket or called support.
of bookings experienced friction, meaning users either raised a support ticket or called support.
Half of all trips involved someone getting stuck badly enough to need help. That's a broken core experience.
Half of all trips involved someone getting stuck badly enough to need help. That's a broken core experience.
Half of all trips involved someone getting stuck badly enough to need help. That's a broken core experience.
During Trip
During Trip
13.5% couldn't find basic information. Booking status, help options, and critical details were buried.
13.5% couldn't find basic information. Booking status, help options, and critical details were buried.
10.5% found unreported damage after check-in. Discovered scratches not in the app and didn't know how to report them.
10.5% found unreported damage after check-in. Discovered scratches not in the app and didn't know how to report them.
Post Trip
Post Trip
27% people talked about unclear policies. Invoice delays, confusing policy language
27% people talked about unclear policies. Invoice delays, confusing policy language
19.5% asked "where is my money?" Refund status was unclear
19.5% asked "where is my money?" Refund status was unclear
9% disputed refund amounts. Expected one amount, received another, with no breakdown.
9% disputed refund amounts. Expected one amount, received another, with no breakdown.
Pre Trip
Pre Trip
10% of people couldn't reach their host at pickup time
10% of people couldn't reach their host at pickup time
9.5% faced car unavailability with no clear path forward
9.5% faced car unavailability with no clear path forward
10% struggled to find alternate cars. When something went wrong, the replacement process was unclear
10% struggled to find alternate cars. When something went wrong, the replacement process was unclear
and many more smaller quantum issues that individually seemed minor but collectively eroded trust and added friction to the experience
and many more smaller quantum issues that individually seemed minor but collectively eroded trust and added friction to the experience
Pre Trip
10% of people couldn't reach their host at pickup time
9.5% faced car unavailability with no clear path forward
10% struggled to find alternate cars. When something went wrong, the replacement process was unclear
Pre Trip
10% of people couldn't reach their host at pickup time
9.5% faced car unavailability with no clear path forward
10% struggled to find alternate cars. When something went wrong, the replacement process was unclear
Pre Trip
10% of people couldn't reach their host at pickup time
9.5% faced car unavailability with no clear path forward
10% struggled to find alternate cars. When something went wrong, the replacement process was unclear
and many more smaller quantum issues that individually seemed minor but collectively eroded trust and added friction to the experience
/04
/04
/04
Problem Statement
Problem Statement
Problem Statement
The Booking Detail Page was an information dump, not a journey-guided experience.
Users couldn't find what they needed when they needed it. The page treated all trip states the same showing identical content whether someone had just booked, was 2 hours from pickup, or was mid-trip. Critical actions were buried. . Friction points generated avoidable support contacts.
The Booking Detail Page was an information dump, not a journey-guided experience.
Users couldn't find what they needed when they needed it. The page treated all trip states the same showing identical content whether someone had just booked, was 2 hours from pickup, or was mid-trip. Critical actions were buried. . Friction points generated avoidable support contacts.
The Booking Detail Page was an information dump, not a journey-guided experience.
Users couldn't find what they needed when they needed it. The page treated all trip states the same showing identical content whether someone had just booked, was 2 hours from pickup, or was mid-trip. Critical actions were buried. . Friction points generated avoidable support contacts.
Pre Trip
During trip
Post Trip
Pre Trip
During trip
Post Trip
Pre Trip
During trip
Post Trip
/05
/05
/05
Hypothesis
Hypothesis
Hypothesis
If we restructure the BDP as a journey guided experience that surfaces the right content at the right moment, we can reduce friction and improve user confidence.
If we restructure the BDP as a journey guided experience that surfaces the right content at the right moment, we can reduce friction and improve user confidence.
If we restructure the BDP as a journey guided experience that surfaces the right content at the right moment, we can reduce friction and improve user confidence.
/06
/06
/06
Approach
Approach
Approach
We started by mapping out the user's actual journey. Not just "pre-trip, during trip, post-trip" , but the specific moments within each stage. What does someone need right after booking? What about 2 hours before pickup? What about when something goes wrong?
Then we matched our support ticket data to those moments. The data told us exactly where people were getting stuck and what they needed at each point. This helped us to derive our goals at each stage of the trip
We started by mapping out the user's actual journey. Not just "pre-trip, during trip, post-trip" , but the specific moments within each stage. What does someone need right after booking? What about 2 hours before pickup? What about when something goes wrong?
Then we matched our support ticket data to those moments. The data told us exactly where people were getting stuck and what they needed at each point. This helped us to derive our goals at each stage of the trip
We started by mapping out the user's actual journey. Not just "pre-trip, during trip, post-trip" , but the specific moments within each stage. What does someone need right after booking? What about 2 hours before pickup? What about when something goes wrong?
Then we matched our support ticket data to those moments. The data told us exactly where people were getting stuck and what they needed at each point. This helped us to derive our goals at each stage of the trip
/07
/07
/07
Goals
Goals
Goals
We wanted to improve the entire post booking experience for our guests. That meant two things, reduce the support contacts which were signals of a broken experience, and build the trust and clarity that would make every trip smoother which further helps us to improve retention
We wanted to improve the entire post booking experience for our guests. That meant two things, reduce the support contacts which were signals of a broken experience, and build the trust and clarity that would make every trip smoother which further helps us to improve retention
We wanted to improve the entire post booking experience for our guests. That meant two things, reduce the support contacts which were signals of a broken experience, and build the trust and clarity that would make every trip smoother which further helps us to improve retention
Reduce support contacts & improve experience
Reduce support contacts & improve UX
Reduce host unreachability tickets (10% of pre-trip contacts) through early host communication & other ideas
Reduce host unreachability tickets (10% of pre-trip contacts) through early host communication & other ideas
Reduce refund confusion tickets (19.5% post-trip) by surfacing transparent breakdowns and timelines upfront
Reduce refund confusion tickets (19.5% post-trip) by surfacing transparent breakdowns and timelines upfront
Reduce car unavailability escalations (9.5% of pre-trip contacts) through self-serve replacement flow with auto-allocation
Reduce car unavailability escalations (9.5% of pre-trip contacts) through self-serve replacement flow with auto-allocation
Reduce "where is this?" questions (13.5% during-trip) by surfacing contextual help and booking status clearly
Reduce "where is this?" questions (13.5% during-trip) by surfacing contextual help and booking status clearly
Replace static text walls with on-demand education modules to prevent confusion-driven support calls
Replace static text walls with on-demand education modules to prevent confusion-driven support calls
Build trust & enable growth
Improve pre-trip readiness rates (verification, deposit payment, checkin instructions)
Improve pre-trip readiness rates (verification, deposit payment, checkin instructions)
Drive proactive user behavior (early host contact, understanding trip rules before driving)
Drive proactive user behavior (early host contact, understanding trip rules before driving)
Reduce user anxiety during high-stress moments (car unavailability, refund waiting periods)
Reduce user anxiety during high-stress moments (car unavailability, refund waiting periods)
Create a scalable foundation that can accommodate future features without degrading the experience
Create a scalable foundation that can accommodate future features without degrading the experience
Increase user confidence by showing them what to expect at every stage of their journey
Increase user confidence by showing them what to expect at every stage of their journey
/08
/08
/08
Redesign
Redesign
Redesign
The All New Post Booking Experience
The All New Post Booking Experience
The All New Post Booking Experience
Pre Trip
Pre trip
The pre-trip state guides users through mandatory steps, surfaces trip details when they unlock, and provides contextual information to reduce support calls. The action centre (at the top), pickup location, trip preparation, and safety sections work together to answer
The pre-trip state guides users through mandatory steps, surfaces trip details when they unlock, and provides contextual information to reduce support calls. The action centre (at the top), pickup location, trip preparation, and safety sections work together to answer
The pre-trip state guides users through mandatory steps, surfaces trip details when they unlock, and provides contextual information to reduce support calls. The action centre (at the top), pickup location, trip preparation, and safety sections work together to answer
Just after making the booking
Just after making the booking
Just after making the booking
As users complete steps, the page transforms, Pickup location unlocks with copy and maps. FASTag and trip details surface. Rewards appear to drive engagement. The entire page adapts to user progress, not just the checklist.
As users complete steps, the page transforms, Pickup location unlocks with copy and maps. FASTag and trip details surface. Rewards appear to drive engagement. The entire page adapts to user progress, not just the checklist.
As users complete steps, the page transforms, Pickup location unlocks with copy and maps. FASTag and trip details surface. Rewards appear to drive engagement. The entire page adapts to user progress, not just the checklist.
Few hrs before the trip start (Completed checklist)
Few hrs before the trip start (Completed checklist)
Few hrs before the trip start (Completed checklist)
During Trip
During Trip
The during-trip state shifts focus from readiness to contextual help. Drop-off location, trip rules, and emergency contact are always accessible. The rewards section continues to drive engagement. The page adapts based on trip timing, surfacing what's relevant when it's relevant.
The during-trip state shifts focus from readiness to contextual help. Drop-off location, trip rules, and emergency contact are always accessible. The rewards section continues to drive engagement. The page adapts based on trip timing, surfacing what's relevant when it's relevant.
The during-trip state shifts focus from readiness to contextual help. Drop-off location, trip rules, and emergency contact are always accessible. The rewards section continues to drive engagement. The page adapts based on trip timing, surfacing what's relevant when it's relevant.
During trip - After the trip checkin
During trip - After the trip checkin
During trip - After the trip checkin
As trip end approaches, Action centre shows extension options few hours before return & Checkout instructions resurface at 2 hours before end time to help user prepare
As trip end approaches, Action centre shows extension options few hours before return & Checkout instructions resurface at 2 hours before end time to help user prepare
As trip end approaches, Action centre shows extension options few hours before return & Checkout instructions resurface at 2 hours before end time to help user prepare
Few hrs before the trip end
Few hrs before the trip end
Few hrs before the trip end
Post Trip
Post Trip
After the trip ends, collecting feedback is critical. We linked scratch card rewards to trip-end feedback, users unlock rewards only after submitting feedback, improving conversion. Once unlocked, rewards encourage users to make another booking, driving retention
After the trip ends, collecting feedback is critical. We linked scratch card rewards to trip-end feedback, users unlock rewards only after submitting feedback, improving conversion. Once unlocked, rewards encourage users to make another booking, driving retention
After the trip ends, collecting feedback is critical. We linked scratch card rewards to trip-end feedback, users unlock rewards only after submitting feedback, improving conversion. Once unlocked, rewards encourage users to make another booking, driving retention
Post Trip — Feedback & Retention
Post Trip — Feedback & Retention
Post Trip — Feedback & Retention
The refund section surfaces complete transparency upfront, with full breakdowns, timelines, deduction explanations, and dispute paths. Users see exactly what they're getting back and when, with no confusion.
The refund section surfaces complete transparency upfront, with full breakdowns, timelines, deduction explanations, and dispute paths. Users see exactly what they're getting back and when, with no confusion.
The refund section surfaces complete transparency upfront, with full breakdowns, timelines, deduction explanations, and dispute paths. Users see exactly what they're getting back and when, with no confusion.
Post Trip — Refund Clarity
Post Trip — Refund Clarity
Post Trip — Refund Clarity
Cancelled Trip
Cancelled Trip
When a booking is cancelled, We show the refund amount upfront with a clear breakdown, timeline, and payment destination. The page shifts from trip management to closure, keeping only the essential information visible.
When a booking is cancelled, We show the refund amount upfront with a clear breakdown, timeline, and payment destination. The page shifts from trip management to closure, keeping only the essential information visible.
When a booking is cancelled, We show the refund amount upfront with a clear breakdown, timeline, and payment destination. The page shifts from trip management to closure, keeping only the essential information visible.
Cancelled Booking - Refund Clarity
Cancelled Booking - Refund Clarity
Cancelled Booking - Refund Clarity
Car unavailability
Car Unavailability
When a host denies or can't provide the car, users face a high-anxiety moment, often while already traveling to the pickup location. The old page showed replacement options with no explanation of why the booking was cancelled, leaving users confused and stranded.
We redesigned the experience to start with empathy and context. The page explains what happened, lets users change their pickup location to find nearby cars if they're already on the move, and shows the top 3 replacement options with transparent details. If the user doesn't choose within 20 minutes, the best available car is auto-allocated, ensuring their plans aren't disrupted. Also with a flexibility to change the car if they are not satisfied with the auto replacement
When a host denies or can't provide the car, users face a high-anxiety moment, often while already traveling to the pickup location. The old page showed replacement options with no explanation of why the booking was cancelled, leaving users confused and stranded.
We redesigned the experience to start with empathy and context. The page explains what happened, lets users change their pickup location to find nearby cars if they're already on the move, and shows the top 3 replacement options with transparent details. If the user doesn't choose within 20 minutes, the best available car is auto-allocated, ensuring their plans aren't disrupted. Also with a flexibility to change the car if they are not satisfied with the auto replacement
When a host denies or can't provide the car, users face a high-anxiety moment, often while already traveling to the pickup location. The old page showed replacement options with no explanation of why the booking was cancelled, leaving users confused and stranded.
We redesigned the experience to start with empathy and context. The page explains what happened, lets users change their pickup location to find nearby cars if they're already on the move, and shows the top 3 replacement options with transparent details. If the user doesn't choose within 20 minutes, the best available car is auto-allocated, ensuring their plans aren't disrupted. Also with a flexibility to change the car if they are not satisfied with the auto replacement
Car Unavailability — Empathy, Context & Resolution
Car Unavailability — Empathy, Context & Resolution
Car Unavailability — Empathy, Context & Resolution
Supporting Screens
Supporting Screens
The post booking experience extends beyond the main page. These supporting screens, edu modules, payment details, FASTag tracking, and refund breakdowns etc.. surface at key moments to prevent confusion and aid users throughout the journey
The post booking experience extends beyond the main page. These supporting screens, edu modules, payment details, FASTag tracking, and refund breakdowns etc.. surface at key moments to prevent confusion and aid users throughout the journey
The post booking experience extends beyond the main page. These supporting screens, edu modules, payment details, FASTag tracking, and refund breakdowns etc.. surface at key moments to prevent confusion and aid users throughout the journey
/09
/09
/09
Results
Results
Results
This project is currently under development. I'll update this section with metrics and impact once we get some data when the redesign goes live. Early internal user testing has been promising, validating our key design decisions around the pre-trip checklist, refund transparency, and car unavailability flow etc... The feedback gave us confidence to move forward with implementation.
This project is currently under development. I'll update this section with metrics and impact once we get some data when the redesign goes live. Early internal user testing has been promising, validating our key design decisions around the pre-trip checklist, refund transparency, and car unavailability flow etc... The feedback gave us confidence to move forward with implementation.
This project is currently under development. I'll update this section with metrics and impact once we get some data when the redesign goes live. Early internal user testing has been promising, validating our key design decisions around the pre-trip checklist, refund transparency, and car unavailability flow etc... The feedback gave us confidence to move forward with implementation.
/10
/10
/10
Next Steps
Next Steps
Next Steps
We've addressed the most pressing issues first, reducing friction at critical moments, improving visual hierarchy so users can find what they need, and making the page easier to scan and act on. The foundation is at a good place now, but there's still work to do.
We've addressed the most pressing issues first, reducing friction at critical moments, improving visual hierarchy so users can find what they need, and making the page easier to scan and act on. The foundation is at a good place now, but there's still work to do.
We've addressed the most pressing issues first, reducing friction at critical moments, improving visual hierarchy so users can find what they need, and making the page easier to scan and act on. The foundation is at a good place now, but there's still work to do.
Improve the trip checkin and checkout experience. This is where the users struggle most often with issues
Improve the trip checkin and checkout experience. This is where the users struggle most often with issues
Improve the rewards system to drive stronger retention and repeat bookings
Improve the rewards system to drive stronger retention and repeat bookings
Improve the cancellation flow clarity
Improve the cancellation flow clarity
Simplify the booking modification flow, changing dates, cars, and trip details
Simplify the booking modification flow, changing dates, cars, and trip details
Support the dev team with edge cases and scenarios during implementation
Support the dev team with edge cases and scenarios during implementation
/11
/11
/11
Closer
Closer
Closer
This project was about reading hundreds of support tickets, understanding what users are actually going through, and making decisions that prevent their next frustration. The BDP was the most touched page in the product, it deserved that level of care.
The scope was massive, nearly every screen and flow in the post-booking experience was redesigned. Multiple problem statements, countless edge cases, all under one project. None of this would have been possible without the product and dev teams commitment to make the post booking experience smoother.
I'm proud of where we've landed, and excited to see how users respond once it's live.
This project was about reading hundreds of support tickets, understanding what users are actually going through, and making decisions that prevent their next frustration. The BDP was the most touched page in the product, it deserved that level of care.
The scope was massive, nearly every screen and flow in the post-booking experience was redesigned. Multiple problem statements, countless edge cases, all under one project. None of this would have been possible without the product and dev teams commitment to make the post booking experience smoother.
I'm proud of where we've landed, and excited to see how users respond once it's live.
This project was about reading hundreds of support tickets, understanding what users are actually going through, and making decisions that prevent their next frustration. The BDP was the most touched page in the product, it deserved that level of care.
The scope was massive, nearly every screen and flow in the post-booking experience was redesigned. Multiple problem statements, countless edge cases, all under one project. None of this would have been possible without the product and dev teams commitment to make the post booking experience smoother.
I'm proud of where we've landed, and excited to see how users respond once it's live.
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