Car Sharing Journey Map Template

In our map, we described the experience of 4 Personas who would normally use car sharing service:

1) 👨‍🎓 A young student without own vehicle using car sharing to go to parties.

2)🦸 A gallery worker passionate about the environment who uses the service to drive to animal shelters.

3)👩‍💼 An independent business-lady who travels for work.

4)🧑 A middle-aged man living in the suburbs sharing his vehicle with wife.

What problems may each of them face while using a car sharing service?

With the help of the journey map, we were able to identify the following problems for a student Persona:

1) 💰 The first issue happens on the stage of registering in the application: no student discounts. And we all know, every penny counts at that time. 

2)🕑 Another moment of pain occurs during the process of searching for a car: there are no available cars near student housing and the nearest one is at least 15 minutes away. So much can happen at the party in that short period of time!

3)⛏️ At the stage of the actual ride, an unexpected breakage, which wasn’t Persona’s fault, happens and leads to waiting for help and possible fine. That can ruin the mood for the whole evening...

4) 💳 The problem of the last stage, which is retention, is the aforementioned fine. Due to not examining the car well before the trip, our Persona can’t prove the breakage is not their fault and is fined for a considerable amount of money. One may pertinently ask will the next ride happen?

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