Garageinn
Digital ecosystem for parking lots
Context
GarageInn is one of the largest parking lot companies in Brazil.
Our challenge with them was to develop a platform for booking parking spaces close to airports.
GarageInn had great difficulty with customers that made a pre-reservation on the website by contact form and didn’t show up, they also didn’t have much control over the clients via the website.
Our proposal was to generate new revenue for the company by building a digital platform where the user could book and pay at the time of the reservation, generating a voucher and a guaranteed spot.
Goal
Create the first online parking reservation platform with payment in Brazil.
Problems / Challenges
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Payment gateway limitations
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Integrations with automatic parking barrier system services
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Mobile experience needed to improve a lot
Process
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Hidden customer
I made a reservation through the previous site as a customer and went to the parking lot next to the Guarulhos airport to better understand the user’s point of view, executing tasks as a common client.
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Qualitative research
I interviewed users that made a reservation through the previous site to map the gaps they encounter in the process. For example, we discovered that 90% of the users made a reservation on their smartphone while on their way to the airport. Which made our focus on mobile even bigger.
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Benchmarking
We evaluate market references, using contextual criteria for comparison.
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Design Critiques
We did weekly Design Critiques to discuss the entire checkout flow.
Design Details
- Simple form with date and time of entrance and exit leading straight to the checkout.
- Calendar with easy-to-select dates.
- Voucher with QR code for easy validation
- We put a question field to know where the user is traveling, not required, that initially doesn’t influence the checkout experience but allows us to make better feedback messages and other offers.
