from 2023
Year
CRUPOL
Client
Carsharing
Category
Figma
Stack
About CRUPOL
СRUPOL is a P2P carsharing app that is designed to completely change the perception of the car in Moldova and in the world. We believe in a new format of interaction with the car and that it can be used much more effectively than it is now.
P2P Carsharing: A Modern Approach to Car Rentals
P2P carsharing (Peer-to-Peer carsharing) is a rental model where car owners rent out their vehicles directly to other individuals through specialized online platforms. This approach allows car owners to save on maintenance costs and earn additional income, while renters gain access to affordable and convenient transportation options.
Widely popular in the USA, Canada, and Europe, this model remains largely underdeveloped in Eastern Europe, including Moldova. P2P carsharing offers significant potential for cost savings and sustainable vehicle use, making its introduction in the region a promising step toward modernizing transportation infrastructure.
The success of P2P carsharing in other countries inspired us greatly and we began to see in this service a good business model and an excellent opportunity to solve problems in our native Republic of Moldova. Moldova and its main city Chisinau are a great place to start a service. The location has an untapped market that has its own specifics and requires a quality approach.
We could not simply transfer the business model of other services to the realities of Moldova and we began our research...
Initial data
Chișinău, the capital of the Republic of Moldova, is the country's primary city and is characterized by an exceptionally high level of car ownership —approximately 550 cars per 1,000 residents. In comparison, the United States, one of the most car-dependent nations globally, has a slightly higher figure of around 700 cars per 1,000 residents.
Despite being smaller in scale, this level of car ownership poses significant challenges for Chișinău. The city's infrastructure, originally not designed to accommodate such a volume of vehicles, faces numerous issues: persistent traffic congestion, a shortage of parking spaces, and worsening environmental pollution.
One of the promising solutions for improving the transportation situation in Chișinău is the development of P2P car sharing. The implementation of this model would significantly reduce the number of private vehicles on the city's streets, which, in turn, would lead to less traffic congestion, improved road capacity, and greater availability of parking spaces. This approach not only eases the burden on the city's infrastructure but also positively impacts the environmental situation by reducing air pollution levels. Additionally, it promotes the efficient use of available resources, offering residents a convenient and cost-effective way of transportation without the need for car ownership.
Competitor Analysis
As part of the UX research process for CRUPOL, I conducted an in-depth analysis of user reviews on Google Play and the App Store. This research aimed to identify common pain points and unmet needs to create a solution that addresses real user challenges and expectations.
Key Insights
Responsive Customer Support
A common complaint was the slow response time of customer support. Integrating a dedicated in-app chat feature for quick assistance and faster issue resolution became a priority.
Host-Tenant Communication
Users highlighted the importance of seamless communication between hosts and renters. Providing an in-app chat feature or secure contact sharing was essential to facilitate better collaboration and understanding.
Booking Flexibility
Feedback indicated that users appreciate clear booking timelines and flexibility similar to platforms like Airbnb and Booking. Ensuring an intuitive and transparent booking process was a critical focus.
Effective Dispute Resolution
Handling disputes between hosts and tenants was frequently mentioned as a pain point. A streamlined system to address disputes, with minimal effort required from the company, was designed to reduce friction and improve user satisfaction.
Hardware Optimization
Users often faced technical issues related to app integration with car hardware, such as locks and sensors. Improving the reliability of these features was a key goal to enhance the overall user experience.
Offline Functionality
A notable concern was the reliance on internet connectivity. An offline mode was included to ensure critical app functions are accessible even without a stable internet connection.
Fast KYC Process
Many users expressed frustration with complicated and time-consuming identity verification processes. A streamlined KYC system was identified as essential, including clear communication about the requirement to complete KYC before booking a car.
Our Research
Conducting surveys
The primary research method chosen was a survey conducted through Google Forms, as it aligned well with the available resources and project objectives. To validate our hypotheses about user behavior, we also engaged a small focus group, which provided valuable insights and helped refine our assumptions.
By the time of the presentation, over 60 participants had completed the survey. The collected data became a cornerstone for shaping our design decisions and guiding the development strategy for the application.
Results
Data Analysis for UX Design
The data analysis became a key stage of the work, as it led to the formulation of hypotheses about user behavior that will guide decisions in UX design. Analyzing the data allowed us to understand user preferences and needs, as well as identify hidden patterns and areas for improvement. This helped us plan how users will interact with the future app and what features will be most important.
Additionally, the analysis provided insights for predicting usage scenarios, which will allow us to take a flexible approach to interface design and adapt it to the real needs of users.
Key Results:
Do you have a personal car?
The survey revealed that most families in Moldova own one (53,8%) or two cars (21,5%), while 20% of respondents do not have personal transportation. This creates two key segments for P2P carsharing: car owners who can rent out their vehicles and people without cars who might seek rental options.
Key Insights
The data shows significant potential for the growth of P2P carsharing. People with one or two cars can offer them for rent, while those without cars represent an important target audience for the service.
What happens to your car when you're not using it?
The survey revealed that 28.8% of respondents keep their cars in the garage when not in use, while 32.2% park them near the house. More than half of the respondents have cars that sit unused during their free time, which presents a significant opportunity for P2P carsharing, as these vehicles could be made available for rent.
Key Insights
The data suggests that cars not in constant use, stored in garages or near the house, could be offered for rent. Since these locations are easily accessible and secure, car owners may be encouraged to rent out their vehicles through P2P carsharing, creating convenient options for both renters and owners.
Do you use carsharing or car rental services?
The survey revealed that 40.6% of respondents have never used carsharing or car rental services but are interested in these options, 31.3% have never used them and are not currently interested, and 9,4% have used carsharing or rental services 1-2 times.
Key Insights
A significant portion of the respondents is open to considering carsharing in the future, presenting a strong potential for its development. To attract these users, targeted marketing and flexible terms are necessary. It is important to note that 31.3% of respondents are cautious about renting cars, and to build their trust, intensive marketing efforts are needed.
Would you transfer or accept a car for use without a personal meeting with the renter or owner?
The survey showed that 41,9% of respondents would not transfer or accept a car without a personal meeting with the renter or owner, 32,3% said it depends on the person, and 25,8% are open to such an arrangement.
Key Insights
A significant portion of respondents expresses hesitation about transferring or accepting a car without a personal meeting, highlighting the importance of trust and security. To address this, P2P carsharing services should implement a rating and review system, as well as a KYC process to verify users' identities and build trust. 32,3% of respondents are open to such transactions depending on the person, indicating the need for a more personalized approach.
Also, these survey results showed that the keyless feature is not yet a priority and local users are not yet ready to hand over a car without meeting
Interview with a Host
As part of our research, we conducted an interview with an active host on the Turo platform based in the United States. We managed to establish a trusting relationship, which allowed us to gain valuable insights. The host provided a detailed overview of the entire user journey from registering on the platform to completing rentals, highlighting key interaction points and potential challenges. This information became a valuable resource for designing an interface tailored to the real needs of users.
User Journey Map
The User Journey Map was created to understand the host’s experience on the platform. It helped identify key stages of the host's journey, from preparing the car for rental to evaluating the experience after the rental. This understanding directly influenced the app’s development by highlighting areas that needed improvement in our own app, leading to a more user-friendly design focused on better supporting hosts.
Key Findings
Information Architecture
The Information Architecture (IA) for the CRUPOL app was developed in FigJam to quickly map out and visualize the entire user flow. This approach helped us organize all possible scenarios and streamline the design process, ensuring an intuitive and user-centric experience.
Creating the IA early allowed us to start developing the backend architecture in parallel, despite limited resources and tight deadlines. This alignment between the design and backend teams helped optimize both aspects and ensured seamless integration for the app’s delivery.
Wireframes
Wireframes played a key role in the CRUPOL project, primarily used to test and validate initial hypotheses about the app’s design and functionality. Low-fidelity wireframes were created in Figma to visualize the app’s core features and user flows. These wireframes allowed us to quickly iterate on design ideas, providing a clear representation of how users would interact with the app.
Through several rounds of moderated user testing with potential users, we identified usability issues and gathered valuable feedback. The insights gained from these tests led to the refinement of the design. The wireframes were also instrumental in supporting the backend architecture and early frontend development. Following a mobile-first strategy, testing was conducted primarily on mobile devices, ensuring the app's usability and performance across real-world scenarios. This approach allowed us to optimize both design and technical elements, ensuring a seamless user experience.
Design System
Understanding the dynamic nature of a startup, we prioritized flexibility in the interface design to accommodate rapid changes and iterations. To achieve this, it was essential to develop a modern and easily adjustable design system.
The design system was built on tokens, enabling quick and efficient updates at both the design and frontend levels. This approach allowed us to implement changes with minimal effort, ensuring consistency across the app while adapting swiftly to evolving requirements. By leveraging this system, we created a scalable foundation that supported the agility needed in a fast-paced startup environment.
Mobile App
At the MVP stage, our focus was on reducing costs and accelerating development to quickly validate the product. To achieve this, we implemented a Progressive Web Application (PWA), ensuring a functional and accessible solution with plans to transition to a native app in the future.
Web App
For the web interface, we prioritized creating responsive and user-friendly screens to ensure seamless access across devices. This approach allowed us to validate key features early, with the flexibility to refine and expand as the platform evolved.
Landing Page
For the landing page, we focused on creating a scroll-based design that delivers a striking "wow" effect. This approach engages users from the first interaction, making a memorable impression while effectively conveying the app's concept.
Conclusion
A robust design foundation was created for the MVP, offering flexibility for further development and testing new ideas in a startup environment. This approach supports the project's scalability and positions it effectively for attracting future investments.
