My Role
As Creative Director, my team and I were tasked with solving for these exception paths. We quickly realized the strategic challenge was to use this process to reimagine the entire end-to-end experience for all parties involved.

The Solution
We established two complete ideal flows: one as a guiding "north star" vision for the future, and one reflecting the client’s current limitations. To supplement these, we developed site maps and wireframes to illustrate what the experience could look like for all three audiences—customers, consumers, and fleet—ensuring a holistic and user-centric approach.