Jacob Rader

United Rentals

United Rentals

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The Goal:
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The thing that we wanted to do throughout our work with United Rentals was to create a sense of connection. To bring our stakeholders together with the teams in the field in understanding their customer. Our goal was to explore the construction ecosystem and help our client see the space they know in a new light. Most importantly we wanted to help United Rentals create products and services that reflect the values of their customers and most importantly, provide them with a clear sense that United Rentals was there to make their lives easier.

Two years is a long time, and over that time we had the opportunity to engage United Rental’s ecosystem and build ideas, products, and services in about every way we could think of. Bellow is a rough summary of the types of work we did together:

 

Continuous Design Support (Applicative Research)

The heart of our work with United Rentals was a conversation between research and design. In parallel, we would explore with our customers the same questions that the design team was trying to answer. This fed the designers who fed us new questions and back and forth.

Research Library

One of the first things we did when we started with United Rentals was an audit of all previous research, culminating in the creation of a research repository. As we ran through our research we continuously updated this database ensuring the work was accessible and useful throughout and even after we left. (Library Screen Shot / Gif?)

Design Deep Dives & Usabilities Studies

Throughout the program a number of questions came up that needed a closer look, these foundational questions sent us on explorations around how customers create mental models of their rental needs and how they pay their bills.

Another regular part of our engagement was testing the designs that our team created as well as existing parts of the client’s digital ecosystem. (Usability & Billing Reports)

Persona Generation

The largest single project that we took on for United Rentals was the exploration of UR’s customer ecosystem. We went out and talked to people from the largest oil refineries in the western hemisphere to the weekend warrior (Website Gif? Book PDF?))

Strategy & Explorations

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Customer User Group

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My Role

I was the lead researcher on this project, so at times this meant I was leading teams while other times this meant that I was working alone or occasionally playing a supporting role to larger projects for the client.

“Fun” Facts:

  • Hours of Interviews

  • Number of People

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  • 2 pairs of steel toed boots

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