Creating Delight - put yourself in the users shoes

One of the reasons Uber is so successful is not just the ease of booking, directing and paying for the ride, but the added bonuses the drivers put in their cars: water, mints, magazines to read and sometimes even phone chargers. These drivers have thought about what you need when you get into their car. This is what UX is all about-  thinking about what the user needs and giving it to them. Going above and beyond with the extra items you don't get in a cab is adding delight for the user and is the reason they will come back and use your service again. It's also what gets you a high rating. 

I recently signed my car up to be borrowed by my neighbours through Car Next Door.  If people have a good experience with your car, they'll rent it again. So I put myself in the users shoes - what do you need in a car? What adds delight to the experience? You can use these tips too. 

The Basics

The things you should put in at a bare minimum. This is what the users will expect. 

Lots of people use their phones for directions. Buying a phone holder just makes sense. It means they can conveniently place the phone as a GPS and it also means that users won't be fumbling for their phone while driving your car - keeping their eyes on the road!

"Do you have a charger?". We live in a world of Smartphones that we use too much for there limited battery life. There's nothing worse than going somewhere and having your phone die, which is why most people have phone chargers in their car. Spend a couple of bucks buying a cigarette lighter charger and a few cables (MicroUSB for Android Phones, Lightening Bolt for newer iPhones and 32-pin for older iPhones). 


Most modern cars come with AUX cables. My car is a 1999 model so still has a cassette player. Most people aren't travelling with a pocket full of cassingles to rock out to, and like to play their own music while driving. Spend a few dollars on a cassette to AUX device so you can add 'AUX' as a feature of your car. 

Adding Delight

Runny nose? Need to sneeze? Tissues always come in handy. It's small conveniences like this that make people appreciate the experience. I had a need (for a tissue) and it was satisfied because someone sat down and thought about this. 



On the surface - mints might just seem like value-add. A nice treat. But some people prefer to chew on something while they drive, and others get car sick. Having the mints available means that someone in these categories, who probably forgot to carry them with them, is having their needs met and a good experience. 


People don't want to litter your car, but they will inevitably make some rubbish while using it. Prevent litter for the next person and make the borrower feel good about themselves by giving them somewhere to put it, with a simple bin bag over the glove box. 

Building a Brand Personality

My car's name is POG. POG introduces itself to every drive with a note explaining all the joys you can find inside. There are even little drawings to explain that yes, POG has both the big and the small iPhone chargers for non-tech savvy borrowers. POG lets them know right up front that if they happen on any trouble, they can find essentials in the boot and get themselves out of any mess. 

I've added these features, along with the booklet that Car Next Door already provides to add some delight and improve the experience for borrowers. This is, after all, the domain of a UX designer.