2012 IDSA International Conference
About the Talk: Good design means fundamentally staying focused on the people you're serving and deeply understanding how they interact with your product or service. But what do you do when a bride is using your service and she gets involved in a car collision on her way to her ceremony? That’s just one scenario Zipcar has had to design its way out of. This talk reveals how Zipcar strives to continually improve and enhance every aspect of their members’ experience—whether it's on the Web, on a mobile device, in a parking lot or inside a Zipcar. It features examples of experience design efforts at Zipcar that have impacted business results.
About the Speaker: Lesley Mottla, vice president, product and member experience at Zipcar, and her team innovate the Zipcar member experience across all channels—from mobile to Web to the Zipcar itself. She led the charge in creating Zipcar's smartphone applications, making it possible for consumers to reserve a Zipcar and honk its horn from across the parking lot. Before Zipcar, she was part of the Microsoft Office Product Group, and she held key product management roles at Groove Networks, where she helped take the startup to acquisition. She co-founded an art studio, co-produced a cooking show for tweens, volunteers each year internationally and participates on a local nonprofit board aimed at improving the quality of life for girls in orphanages in the world's poorest countries.
Video sponsored by Microsoft.
Run time: 16:04