CUA of the Month – March, 2016

Jared Bridgeman
“One of the key elements of building a successful product is a continued focus on customer needs. It has been extremely valuable to have a background in usability to more deeply understand what customers experience when they interact with our websites and apps. A good product manager maintains this customer-centric approach while maximizing business value and evaluating technical feasibility.”
 
Jared Bridgeman

Technology Product Manager
Enterprise Holdings

UX Making Car Rental Easier

by Jim Garrett

Enterprise Holdings is evolving toward the future of car rental by launching an innovative self-service process through its National brand. Leading the charge in this effort is Jared Bridgeman, Technology Product Manager. Jared is responsible for the development of their National-branded digital products including the app and responsive website. As a former UX designer, he is actively focused on the usability of the products he manages.

From the prioritization of features, to solving customer struggles through research and applied usability principles, he is constantly looking for ways to deliver a premium experience for the control enthusiast.

It seems UX is no longer an isolated entity within companies; it is becoming more integrated in the overall systems and flow of the company processes. Would you agree with that?

Oh, I totally agree. In fact, the Product Development team at Enterprise Holdings continues to grow and is composed partly of former UX team members, myself included. In our new roles, we continue to champion UX research and design disciplines as a core value in developing our digital products.

One of the key elements of building a successful product is a continued focus on customer needs. It has been extremely valuable to have a background in usability to more deeply understand what customers experience when they interact with our websites and apps. A good product manager maintains this customer-centric approach while maximizing business value and evaluating technical feasibility.

What process do you go through to marry the usability with the product development?

Usability is key throughout the development process. In the design stage, we make educated decisions based on UX principles and then follow up with testing to validate our designs. This process is continually iterative and accelerated, especially for mobile apps.

Our National app has been in the market for three years and we are launching our third redesign later this month. As a part of this process, we are continuing to make our applications more native to their platforms and therefore more consistent with the customer experience on other apps. To validate our re-designed app, we completed a remote usability study on targeted facets and adjusted our final product to reflect the feedback we received.

Can you talk about some of the features that you have created for the app?

One of the primary goals of our app is to expedite the entire rental process and offer the convenience of control at the customer’s fingertips. One specific feature we recently launched is called Virtual Exit. This is available at our Emerald Aisle locations, where Emerald Club members can reserve a midsize car and choose any vehicle from the Aisle.

To further enhance this service, the app allows customers to scan a QR code on the vehicle and choose their options to control their exit process. Ultimately, we plan to evolve this feature further by offering members a seamless self-service pickup process via the app with an automated exit gate.

What other parts of the rental process can customers manage through the app?

The National app offers complete trip management from reservation to returning the vehicle. When Emerald Club members reserve in the app, they can track their upcoming trip and the app will notify them if they need to update important profile information such as expired driver’s license or payment.

When they arrive at their destination, our app provides detailed directions to the National lot. When it’s time to return the car, the app will send a notification and they can extend their rental directly via the app instead of calling.

That is an absolutely amazing direction for service. Is it part of your branding?

At Enterprise Holdings, our brands are some of the most important things we own. Centered within our Marketing group, our Product Management team works with many business stakeholders to deliver a digital experience that corresponds to the service customers have come to expect from these brands. To continue to elevate this level of service for National, we want to provide features for the frequent business traveler to make their car rental as painless as possible.

We listen to these business travelers through an active member community where we can gather insights, ask questions, and introduce new product concepts. In addition to usability studies on upcoming features and enhancements, we are constantly listening to this group. They tell us what is important to them, and we strive to provide value through useful features that improves their rental process and differentiates us from the competition.

How has your CUA training affected what you do?

One of the main benefits of the CUA training for me is how it affected my working relationship with our internal UX team. Many of the usability principles provided in the training help me to communicate on a deeper level and work as part of a team to solve user struggles by speaking with the same terminology.

The CUA training has also helped me make a case for prioritizing usability optimization and user-centered design enhancements. Armed with user research, it is easier to emphasize the importance of continued investment in usability improvements to business stakeholders. We can ultimately correlate the impact of this optimization to customer satisfaction and therefore the business value.

Where do you find your passion, what drives you in your work?

Technology continues to evolve, allowing us to leverage improvements to customer service and interaction with our brands. There is always something new and our teams continue to push the envelope. There is so much to look forward to and also maintain the stability of the product. It is definitely a place I feel at home, and there is always a new challenge every day. The process of conceptualizing these ideas with an engaged development team is an extremely positive experience. It comes down to having that entrepreneurial spirit at Enterprise Holdings. Ideas come from marketing, developers, and a huge customer base that is invested in making the car rental process better.

We work with a diverse stakeholder group with many priorities for business value. It is my job to organize them in a roadmap and work quickly to get them to market. At the end of the day, knowing that these things really do impact customer behavior makes me excited to work in this field.

I’ve experienced the process of jumping on a flight, standing in a TSA line, or getting delayed and the frustrations that are inherent to traveling. I hope to affect our piece of that experience where renting a car becomes an effortless and enjoyable process.

CUA of the Month

Each month we highlight the successes and achievements of a different member of our CUA community. If you are a Certified Usability Analyst and would like to be considered for CUA of the Month recognition, please send a brief professional bio to hfi@humanfactors.com

Privacy policy

Reviewed: 18 Mar 2014

This Privacy Policy governs the manner in which Human Factors International, Inc., an Iowa corporation (“HFI”) collects, uses, maintains and discloses information collected from users (each, a “User”) of its humanfactors.com website and any derivative or affiliated websites on which this Privacy Policy is posted (collectively, the “Website”). HFI reserves the right, at its discretion, to change, modify, add or remove portions of this Privacy Policy at any time by posting such changes to this page. You understand that you have the affirmative obligation to check this Privacy Policy periodically for changes, and you hereby agree to periodically review this Privacy Policy for such changes. The continued use of the Website following the posting of changes to this Privacy Policy constitutes an acceptance of those changes.

Cookies

HFI may use “cookies” or “web beacons” to track how Users use the Website. A cookie is a piece of software that a web server can store on Users’ PCs and use to identify Users should they visit the Website again. Users may adjust their web browser software if they do not wish to accept cookies. To withdraw your consent after accepting a cookie, delete the cookie from your computer.

Privacy

HFI believes that every User should know how it utilizes the information collected from Users. The Website is not directed at children under 13 years of age, and HFI does not knowingly collect personally identifiable information from children under 13 years of age online. Please note that the Website may contain links to other websites. These linked sites may not be operated or controlled by HFI. HFI is not responsible for the privacy practices of these or any other websites, and you access these websites entirely at your own risk. HFI recommends that you review the privacy practices of any other websites that you choose to visit.

HFI is based, and this website is hosted, in the United States of America. If User is from the European Union or other regions of the world with laws governing data collection and use that may differ from U.S. law and User is registering an account on the Website, visiting the Website, purchasing products or services from HFI or the Website, or otherwise using the Website, please note that any personally identifiable information that User provides to HFI will be transferred to the United States. Any such personally identifiable information provided will be processed and stored in the United States by HFI or a service provider acting on its behalf. By providing your personally identifiable information, User hereby specifically and expressly consents to such transfer and processing and the uses and disclosures set forth herein.

In the course of its business, HFI may perform expert reviews, usability testing, and other consulting work where personal privacy is a concern. HFI believes in the importance of protecting personal information, and may use measures to provide this protection, including, but not limited to, using consent forms for participants or “dummy” test data.

The Information HFI Collects

Users browsing the Website without registering an account or affirmatively providing personally identifiable information to HFI do so anonymously. Otherwise, HFI may collect personally identifiable information from Users in a variety of ways. Personally identifiable information may include, without limitation, (i)contact data (such as a User’s name, mailing and e-mail addresses, and phone number); (ii)demographic data (such as a User’s zip code, age and income); (iii) financial information collected to process purchases made from HFI via the Website or otherwise (such as credit card, debit card or other payment information); (iv) other information requested during the account registration process; and (v) other information requested by our service vendors in order to provide their services. If a User communicates with HFI by e-mail or otherwise, posts messages to any forums, completes online forms, surveys or entries or otherwise interacts with or uses the features on the Website, any information provided in such communications may be collected by HFI. HFI may also collect information about how Users use the Website, for example, by tracking the number of unique views received by the pages of the Website, or the domains and IP addresses from which Users originate. While not all of the information that HFI collects from Users is personally identifiable, it may be associated with personally identifiable information that Users provide HFI through the Website or otherwise. HFI may provide ways that the User can opt out of receiving certain information from HFI. If the User opts out of certain services, User information may still be collected for those services to which the User elects to subscribe. For those elected services, this Privacy Policy will apply.

How HFI Uses Information

HFI may use personally identifiable information collected through the Website for the specific purposes for which the information was collected, to process purchases and sales of products or services offered via the Website if any, to contact Users regarding products and services offered by HFI, its parent, subsidiary and other related companies in order to otherwise to enhance Users’ experience with HFI. HFI may also use information collected through the Website for research regarding the effectiveness of the Website and the business planning, marketing, advertising and sales efforts of HFI. HFI does not sell any User information under any circumstances.

Disclosure of Information

HFI may disclose personally identifiable information collected from Users to its parent, subsidiary and other related companies to use the information for the purposes outlined above, as necessary to provide the services offered by HFI and to provide the Website itself, and for the specific purposes for which the information was collected. HFI may disclose personally identifiable information at the request of law enforcement or governmental agencies or in response to subpoenas, court orders or other legal process, to establish, protect or exercise HFI’s legal or other rights or to defend against a legal claim or as otherwise required or allowed by law. HFI may disclose personally identifiable information in order to protect the rights, property or safety of a User or any other person. HFI may disclose personally identifiable information to investigate or prevent a violation by User of any contractual or other relationship with HFI or the perpetration of any illegal or harmful activity. HFI may also disclose aggregate, anonymous data based on information collected from Users to investors and potential partners. Finally, HFI may disclose or transfer personally identifiable information collected from Users in connection with or in contemplation of a sale of its assets or business or a merger, consolidation or other reorganization of its business.

Personal Information as Provided by User

If a User includes such User’s personally identifiable information as part of the User posting to the Website, such information may be made available to any parties using the Website. HFI does not edit or otherwise remove such information from User information before it is posted on the Website. If a User does not wish to have such User’s personally identifiable information made available in this manner, such User must remove any such information before posting. HFI is not liable for any damages caused or incurred due to personally identifiable information made available in the foregoing manners. For example, a User posts on an HFI-administered forum would be considered Personal Information as provided by User and subject to the terms of this section.

Security of Information

Information about Users that is maintained on HFI’s systems or those of its service providers is protected using industry standard security measures. However, no security measures are perfect or impenetrable, and HFI cannot guarantee that the information submitted to, maintained on or transmitted from its systems will be completely secure. HFI is not responsible for the circumvention of any privacy settings or security measures relating to the Website by any Users or third parties.

Correcting, Updating, Accessing or Removing Personal Information

If a User’s personally identifiable information changes, or if a User no longer desires to receive non-account specific information from HFI, HFI will endeavor to provide a way to correct, update and/or remove that User’s previously-provided personal data. This can be done by emailing a request to HFI at hfi@humanfactors.com. Additionally, you may request access to the personally identifiable information as collected by HFI by sending a request to HFI as set forth above. Please note that in certain circumstances, HFI may not be able to completely remove a User’s information from its systems. For example, HFI may retain a User’s personal information for legitimate business purposes, if it may be necessary to prevent fraud or future abuse, for account recovery purposes, if required by law or as retained in HFI’s data backup systems or cached or archived pages. All retained personally identifiable information will continue to be subject to the terms of the Privacy Policy to which the User has previously agreed.

Contacting HFI

If you have any questions or comments about this Privacy Policy, you may contact HFI via any of the following methods:
Human Factors International, Inc.
PO Box 2020
1680 highway 1, STE 3600
Fairfield IA 52556
hfi@humanfactors.com
(800) 242-4480

Terms and Conditions for Public Training Courses

Reviewed: 18 Mar 2014

Cancellation of Course by HFI

HFI reserves the right to cancel any course up to 14 (fourteen) days prior to the first day of the course. Registrants will be promptly notified and will receive a full refund or be transferred to the equivalent class of their choice within a 12-month period. HFI is not responsible for travel expenses or any costs that may be incurred as a result of cancellations.

Cancellation of Course by Participants (All regions except India)

$100 processing fee if cancelling within two weeks of course start date.

Cancellation / Transfer by Participants (India)

4 Pack + Exam registration: Rs. 10,000 per participant processing fee (to be paid by the participant) if cancelling or transferring the course (4 Pack-CUA/CXA) registration before three weeks from the course start date. No refund or carry forward of the course fees if cancelling or transferring the course registration within three weeks before the course start date.

Individual Modules: Rs. 3,000 per participant ‘per module’ processing fee (to be paid by the participant) if cancelling or transferring the course (any Individual HFI course) registration before three weeks from the course start date. No refund or carry forward of the course fees if cancelling or transferring the course registration within three weeks before the course start date.

Exam: Rs. 3,000 per participant processing fee (to be paid by the participant) if cancelling or transferring the pre agreed CUA/CXA exam date before three weeks from the examination date. No refund or carry forward of the exam fees if requesting/cancelling or transferring the CUA/CXA exam within three weeks before the examination date.

No Recording Permitted

There will be no audio or video recording allowed in class. Students who have any disability that might affect their performance in this class are encouraged to speak with the instructor at the beginning of the class.

Course Materials Copyright

The course and training materials and all other handouts provided by HFI during the course are published, copyrighted works proprietary and owned exclusively by HFI. The course participant does not acquire title nor ownership rights in any of these materials. Further the course participant agrees not to reproduce, modify, and/or convert to electronic format (i.e., softcopy) any of the materials received from or provided by HFI. The materials provided in the class are for the sole use of the class participant. HFI does not provide the materials in electronic format to the participants in public or onsite courses.