Streetcar is a pay-as-you-go car hire service that allows people to use a vehicle as if it were their own, but without the hassle and cost of true car ownership. The idea works in larger cities that have congestion problems and the success of the internet has taken this idea to a new, higher level of customer experience.
Getting started on Streetcar, which can be found at www.streetcar. co.uk, is simple. The homepage is uncluttered and straight to the point. Online registration is easy, friendly staff members are always available to answer any questions and the hire process is managed by an excellent booking system on their website. Customers choose a location and date, and specify the times they will be picking up and dropping off the car.
A confirmation email and text is sent with information needed to locate, use and return the car. It also includes other information customers might need, such as what to do when refuelling the car or extending the length of hire. This helps eliminate some of the obstacles that customers may have when using the car and enhances the overall user experience.
However, the site could be more upfront about the annual membership fee, which was quite difficult to find and could put some customers off. It was also inconvenient to book cars of a specific type or model closest to the customer’s location. The map showing the car location is great, but could confuse if there is more than one car within a given location.
Despite this, the overall Streetcar experience is excellent. It plays its part in reducing greenhouse gases and congestion, and provides a superb overall user experience for customers.
Philip Webb, user experience consultant at Webcredible