Erik van Bergen

The successful implementation of a design solution is impacted by the client’s organization, core values, business situation and capabilities. DriveNow’s associated brands were investigated to ensure decision criteria would be effectively addressed. 

Because the service operates in a mature mobility market, the team investigated both cultural and infrastructure context that would impact the viability of a disruptive solution. Both the use of public transportation and enthusiasm for cycling are integrated with the Dutch culture and presented a significant competitive threat with low associated costs.

Interviews, generative sessions, day in the life diaries, personas and other methodologies were used to uncover insights into user emotions and needs associated with mobility.

Storyboards, mood boards and other methods were used to help summarize key features and convey user experiences as concepts were being formulated.

Journey maps and process flows were tools used to convey the customer experience while using the proposed mobility services. Challenges and opportunities were highlighted, including those related to the interplay between the various service providers.

Design ideas were coupled with business models and implementation strategy. As a concise means of communication, infographics were used to convey the service rollout and resource requirements, supplementing in-depth written documentation.