52683 UX research

Yujian,Lin

13384072

Goget analysis report

Goget is a car-sharing provider. The service is running across mainly Australian

cities like Sydney, Melbourne, Brisbane. Also, there are well-round services for
those picky customers including different car types for some instances:
hatchback, people mover, suv and van. Also extra services like car cleaning,
insurance, and no need for patrol fares. Goget offers 5 plans or packages for
users to choose from, Business, student, senior, van, and personal plans.
Personal plans have 3 kinds of choices, the users can pick frequently(month),
occasionally (times), and annual plans(year) which is very flexible. Business
plans count timing and distance is good for businesspeople. Student people
also enjoy discount plans which only pay 35 dollars per year. However, Goget
GoGet is almost the pioneer CarShare of Australia, not only to do business in
sharing but also help environment friendly.

Users, User segmentation and User needs

The users usually consist of businesspeople, white-collar workers,

excursionists, and students. The Goget has some dominant advantages that
parking lots and clean car, for example, Goget make lots of deals with building
properties to rent their parking lots annually. So users don’t need to worry about
parking problems after they worked hard a day back and forth from home to
work sites without parking lots. Also, the goget promise customer to get a clean
car before using it. As a result, the business people prefer Goget service cause
they don’t need to rent a car in the other renting enterprises and corporations
instead they are accessible multi-purpose vehicles easily in the basement
parking lots. The white-collar workers do not need to get up early to wait for
parking for early bird plans at the downtown or central business zones because
the Goget already has a rental agreement with properties companies. especially,
for the excursionists and students, they are willing to rent a car to travel around
the main cities in Australia without patrol anxieties and well-equipment in the
car.

Pain Points

According to Goget review on the Google play rate, most customers complain
about cars that are almost always filthy and unclean inside and out even though
they have booked a car for a couple of weeks, there are no employees to
contact users to maintain the car regularly. The second prominent issue is that
some users want to withdraw their deposition from Go get, the kind staff always
told them to wait more than a couple of weeks because of the financial process.
Everyone should follow their policies on money which are very ambiguous and
awful.

Personas

Kevin:
Vivian:
Daya:
Context Scenario and User Journey

Kevin
Kevin is a software programmer and developer live an hour to Sydney
downtown, recently, his car is crashed down in a traffic-incidents so he needs
to wait for two months for repairs. He found that Goget is a sharing car company
it not only provides car service but also includes petrol and parking lot. He goes
through the Goget website and app quickly. He also read and check the review
carefully to make sure the Goget service. After all, he picks the personal plan
with high frequency. Every morning, he can access the car easily at the doorway
and go directly across the downtown parking pod without wasting a moment in
the waiting parking and worrying about the parking fares anymore.
Vivian
Vivian is a sales manager. She is responsible to introduce and accommodate
visitors and potential buyers. Due to the limitation in the car budget, Goget is
one of choice for Vivian often doing business with buyers and visitors, Vivian
needs a clean and special multi-purpose car also the car offers users high
privacy and a comfortable environment compared with another car. Vivian takes
the price quotation from Goget websites. The Huge and clean van attract her
Attention. Vivian books a business plan with no monthly payment, no limited
distance driving, and gasoline. It extremely helps her in business negotiation.
Daya
Daya is a venture investor, she prefers to go to hiking and trekking at the
weekend to embrace nature rather than stay in the city life. Therefore, she
usually makes an appointment with friends to hang around the suburb for field
trips. Thank to she doesn’t have a wagon car and pay her mortgage, Daya is
looking for a car renting company that provides a traveling wagon car, Daya
asks her friend for a choice in the renting car, Vivian said Goget is an irresistible
car-sharing company because of well-round services and clean car. As a result,
Daya chooses Goget for the traveling choice.
Client needs
Goget needs a lot of vehicles to serve users and customers, it will sustain a
huge financial burden in buying cars and services. Looking for cooperation with
people who have available cars not in use frequently. And then clients will share
the revenue from the renting car with customers. Secondly, clients don’t need
to worry about maintaining the car for the long term without driving, Goget will
be responsible for every expense during the renting period.

Competitor Analysis

1.Hertz:

User needs：

People want to rent a car for business multiple uses, high privacy, clean and
driving alone not share.

Core selling points：

High-quality service in car clean, insurance, high-density stations, and 24/7

work hours and International.

Unique characteristics ：

Users can access with credit in renting a car, full insurance not only works in
car including users and passengers. No distance limitation, and depositions.
No monthly rent.

Target customer：

For the people often traveling for official business, full range of cars, across
sedan, hatchback, wagon, suv, mpv, and van. Also, the collar-workers and
tourists are potential customers

slogan：
Hertz puts you in the driver's seat

Product experience

Registration

Sign up：

It is easy to use the Hertz app, fill in basic information like ID, password, the
important thing is credit car and ID confirmation. Finally, the sign up is finished

Log in:

Concise page, fill in user ID and password, tick up the remember me for next
time, the customer can start their traveling with Hertz.

Core procedure ： Booking-Waiting-Confirmation-

Payment-Driving

Booking or make a reservation：

Select date, location, and age is the significant part, the next part is the type
of cars, promotion. And you can enter your membership account, if you don’t
have one you better sign one because it probably has a promotion discount.

Waiting:

After finishing the reservation, The staff will contact you to verify the order
detail as well as promote some insurance. And then he will drive the car to the
location where you fill in the order.
Payment:

You can check out before your traveling or after traveling some extra
expenses will count.

Driving:

Check the car first, the users must take pictures around the car, and tap the
button on the phone, the car unlocks and starts your journey..

Conclusion:

As a user, I enjoy the process of booking and driving except for the waiting

because Hertz always wants to sell their insurance to customers.


Your Client/ Digital Product/ Digital
Service eg Spotify, Duolingo etc
Goget
DIRECT COMPETITORS- same
value proposition & similar users
Competitor Name 1
Hertz
INDIRECT COMPETITORS - different value
prop or different users
Indirect Competitor Name 1
Uber
Primary Navigation Categories of
URL of Website or App Store Summary description of product or Content Types included on web? Text, Mobile friendly version
website ( or app if primary mode) Social Networks? Community Features Visual C
Location service ( in your words) image, video, audio, animation? available?
List the main navigation categories
well-round service, appropriate people work Book page , and introduction Facebook Text, image Yes No very concise
in the down twon and short term tourists
https://www.goget.com.au/
in your words List the main navigation categories FB, Instagram, Pinterest, Twitter?? Text, image, video, audio, animation? Is there a mobile friendly version Is there a user community? How well Is there consistency
Others? How well integrated? or app of the product available? integrated? What does it do? different sections of t
https://www.hertz.com/rentacar/reservation/ concise page, extra promotion, all type cars main page is select location and cars Youtube,Twitter Text, image Yes No cosistency screen
https://www.uber.com concise page, extra promotion, all type cars main page booking a car for next traveling No Text, image Yes No cosistency screen
This comptetitor analysis
checklist is adapted from the UX
Strategy Toolkit that
accompanies Jaime Levy's book
"UX Strategy". (CC) 2017 -
http://userexperiencestrategy.co
m
Conclusion

In conclusion, Goget is a great renting company that provides people for

short-term traveling, no matter you are doing business or traveling around the
city, the most selling point is that Goget has private parking so that the users
and customers no need to worry they don’t have parking lot after work.
Obviously, it still has some weaknesses, most users are unwilling to pay for
monthly rent expenses, and the car can’t maintain clean as they expect. Also,
some types of cars will be limited in the distance per day the extra distance is
expensive. the funding return needs to wait a long term. However, Goget still
provides an impressive service for collar-works and middle-class people.

Reference

Elizabeth Goodman, , Mike Kuniavsky, , and Andrea Moed. (2012). Observing the User

Experience : A Practitioner's Guide to User Research.

Google play. (2022, March 1,). GoGet: Cars by the hour or

day. https://play.google.com/store/apps/details?id=com.goget.goget&hl=en_AU&gl

=US&showAllReviews=true

Hubspot. (2022, March 30,). Let the journey begin. https://offers.hubspot.com/thank-

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map&_ga=2.246590660.1981336395.1648655610-

139279956.1646610007&hubs_offer=offers.hubspot.com%2Fcustomer-journey-

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