“Total Fleet”, a Call Centre System Redesign

The Project: “Total Fleet”, a Call Centre System Redesign

Client: Localiza

Localiza or Localiza Hertz is a Brazilian car rental company founded in 1973 in Belo Horizonte and is the biggest car rental in Latin America and one of the largest in the world by size of the fleet and market capitalization.

Localiza has a network consisting of 584 car rental branches in Brazil and in other eight countries, 286 of which are owned directly and 158 of which are franchised in Brazil, in 280 cities around the country. being 70 branches are franchised abroad in 44 cities in Argentina, Chile, Colombia, Ecuador, Paraguay and Uruguay. Oficial website

UX Team:

Joana Andrade – UX Leader / Fhios Brazil – UX Consultancy Agency
Antônio Mozelli – UX Designer / Fhios Brazil – UX Consultancy Agency

The Design Problem:

The main channel of customer contact for fleet management is the Call Center, with a number of 20-30 positions. It is the company’s desire to redesign the System according to the best practices of Research and User Centre Design, in order to gain in productivity and satisfaction.

Develop the new information structure of the Call Center Service System in order to follow the best practices of Research and User-Centered Experience.
Deliver the best and simplest user experience, more intuitive access and with the least number of clicks to contents and processes.
Address an informational structure adaptable to the large number of business rules applicable to each client.
Ensure greater localization of contents and processes.
Increase consistency between terms used by customers and terms and expressions (nomenclature) present in the System.
Increase productivity by improving specific aspects regarding the process of using the Site such as navigation, functionality, ease of use and location, real-state, accessibility, feedback, layout, consistency and efficiency.
Validate the final interface developed with the User Experience indexes below as criteria – and generate recommendations to make them more assertive.
- Navigation
- Ease of use and location
- Functionality
- Use of devices
- Memorization
- Graphic Design / Layout
- Accessibility
- Consistency
- Ease of learning.

The design process and approaches for this project:

User Research:

Comparative Benchmark
Expert Review (cognitive walkthrough)
Contextual interviews

Design Methodology:

Conceptual Models
Site map
Process Flows
Wireframes
Interactive prototype

My duties on the project:

As a UX Designer, I performed the following tasks:

Assistance in the user research processes and needs, questionnaires’ development, contextual interviews;
Collecting and analysis of user’s data;
Development of the new call centre Information architecture;
Development of the call centre’s flowcharts and conceptual model based on the user’s data;
Usability analysis of previous and similar systems;
Creating, planning and development of prototypes and wireframes for the new call centre;