A peer-to-peer camper-sharing platform, connecting people who own campers with people who want to rent one. Founded in 2015, it's grown into one of the fastest-growing platforms in the space, operating across Switzerland, Liechtenstein, Sweden, Norway, Finland, and Denmark, and bringing together 85,000 camper enthusiasts.

I worked on this product for almost three years. On this project specifically, I served as lead product designer, working alongside 2 product owners, a junior product designer, and an engineering lead.

• Quantitative & qualitative research
• Experience design
• Visual design
• Project management
• Workshop facilitation

CONTEXT

The global pandemic sparked a boom in caravan and camper travel, driving a surge in demand on the platform. However, with a shortage of trailers, the focus shifted to attracting more lenders. Redesigning the onboarding process became a top priority to meet this growing demand and expand the platform’s offerings. The problem statement was: 


How might we encourage more caravan owners to list their vehicles on the platform by improving their onboarding experience?

I outlined a 16-week timeline encompassing research, ideation, prototyping, testing, and leading up to the final launch.

discovery
& planning

I led a requirements workshop to streamline the kickoff process, ensuring all stakeholders gained a shared understanding of the project’s objectives, scope, key deliverables, and constraints.

Main user story
As a camper lender, I want to successfully onboard my caravan so I can rent it out and generate income.

research

USER INTERVIEWS

Sample Questions

• What motivates you to list your vehicle?
• What is the most frustrating aspect of the current process?
• Was there any information or guidance that you felt was missing during the onboarding process?

USABILITY TESTING

• Scenario: Imagine you just purchased a camper and want to rent it out to earn extra income. You’ve decided to list it on our camper-sharing platform.
  
• Task: Go through the onboarding process to successfully list your camper for rent. Include all the necessary details like price, photos, and availability.
  
• Goal: Complete the process so that your camper is visible and ready to be rented out.

Analysis of the research interviews revealed several user pain points and opportunities for improvement. I categorised these findings into four main areas:

ideation

I led a 2-hour design sprint workshop using various ideation methods tailored to this case. Key steps included:

• Formulating "How might we...?" questions to address pain points and opportunities identified in research
• Storyboard sketching to visualise the experience of a caravan owner completing onboarding
• Gathering inspiration for fresh ideas
• Rapid prototyping to quickly test potential solutions.

I took findings from research and results of the ideation workshop and combined them, creating design solutions for formulated problems. 

I created a high-fidelity clickable prototype and proceeded to test it with 5 users in remote moderated test combined with short interview for user emotions mapping.

I moved straight to building a high-fidelity prototype, leveraging the design system we had previously created.

Since I joined the project later in the development phase and no design system existed at that point, we had to recreate one based on the existing UI. This required close collaboration with the engineering team.

Having a design system ensured consistency across the platform and significantly accelerated the development process, as we could easily reuse components.

Conducted a research session with 5 participants, including a remote, moderated usability study and brief interviews, to evaluate the new flow's performance and gain deeper insights into the emotional user journey. 

I applied the Emotional Journey Mapping method from service design to track users' emotional states at each stage of the onboarding experience. After each step of the flow, users rated their emotions on a 0-6 scale.

I noticed two consecutive steps triggered more difficult emotions, so I inserted a more positive step between them. This adjustment helped balance the user's emotional journey.

A comparison of the success metrics between the old and new onboarding flows revealed significant improvements in usability and user satisfaction.

I established business metrics for this project; however, I was unable to evaluate the redesign's success after 90 days due to insufficient data from the client. In future projects, I will prioritize tracking this data to better assess impact.

I greatly improved the lender onboarding experience and strengthened team collaboration by implementing workshops and successfully promoting the use of usability testing.

• Advocated for usability testing integration into the product team’s workflow, which enabled the identification of pain points, discovery of bugs, and improvements in both usability and retention.

• Introduced workshops as a key collaboration tool, significantly reducing kickoff time by clarifying requirements, identifying risks, and enhancing cross-functional engagement and team alignment.

• Redesigned key product flows, such as user profile, deployment, navigation, and chat, which positively impacted user satisfaction and created a smoother user experience. Mentored a junior product designer, successfully equipping them with the skills and confidence to contribute independently, boosting team productivity and design quality.