Identifying Opportunities of Business Growth in a New Global Market
When a 100 year old successful company ventures in new markets, it gets critical to understand the local and contextual needs of the people, their current systems and behaviours that act as triggers to make a service /product selection. Sixt approached UCC to help them connect and understand their target segments to be able to claim their market share in the USA.
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Approach
Employing an extensive approach encompassing In-Depth Interviews (IDI), competitor benchmarking, and usability testing, UCC decoded the needs, behaviors, and triggers influencing product/service selections within Sixt's target segments. Our strategy prioritized gaining a profound understanding of the market landscape, empowering Sixt's leadership to make informed decisions, reshape offerings, and implement cultural changes tailored to the nuances of the USA market.
Impact
Towards the end of the project, the core leadership team were able to make meaningful, informed decisions to revamp their offerings to suit the needs and behaviours of the US market. The leadership also brought about business and team culture level changes to be able to adapt to the new market. The report submitted by UCC becomes a foundation reference material for the leadership and design team to make strategy level decisions and changes for their current and new offerings
Client: SIXT
Type Of Organization:
International Mobility Service Provider
Location:
USA
Duration:
6 weeks
Study Participants: 13
Research Tools
& Methods:
In-Depth Interviews
Stakeholder Interviews Competitor Benchmarking Usability Test
Languages:
English
Uncovering barriers to adoption to refine service offerings and gain a competitive edge
In the dynamic landscape of the car rental industry, companies like Sixt navigate a myriad of challenges to deliver seamless mobility solutions to their customers. Despite offering innovative services like Sixt Xpress—a digital checkout service designed to expedite the rental process—Sixt face challenge arises from the phenomenon of existing Sixt users who, despite being offered access to Sixt Xpress, are dropping off the funnel without fully utilising the service. So, Sixt set out on a mission to uncover the underlying reasons behind their disengagement with Sixt Xpress.
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Approach
Through remote agile interviews with 25 existing Sixt Xpress users, we endeavoured to understand the customer’s overall experience of using Sixt Xpress, their pain points and the reasons for dropping off at any step of the Sixt Xpress funnel along with the suggestions to improve the experience.
Impact
By identifying these barriers to adoption, Sixt was able to gain valuable insights to inform strategic initiatives aimed at improving service utilisation and enhancing overall customer satisfaction. This exploration not only addressed immediate challenges but also underscored the broader imperative for continuous innovation and customer-centricity in the competitive landscape of car rental services.
Client: SIXT
Type Of Organization:
International Mobility Service Provider
Location:
USA
Duration:
7weeks
Study Participants: 24
Research Tools
& Methods:
In-Depth Interviews
Languages:
English
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