Hertz Rent-a-Car was struggling to compete against other rental car agencies as well as category-busting brands like Uber and Turo. 

The team at Fjord spent eight weeks auditing current in-store and online experiences across various use cases. We also defined user personas and jobs to be done while engaging stakeholders and other partners to understand customer expectations and requirements for new products to adhere to technical and business needs. 

52% revenue increase in first year following launch, and Hertz won several awards for best in class customer care, enabled by more usable customer care technology. The result was 89% increase in response time and 55% reduction in negative customer sentiment.