Context & Objective

Dribe is in the process of transforming into a tech-driven company, aiming to create fully digital and automated mobility solutions for private (and eventually business) customers in Denmark. As part of this transformation, the “Pick-Up Inspection” flow — where users inspect their car for damages upon collection — was identified as a pain point.

The existing flow created confusion and misalignment with what users expected during this step, leading to unnecessary support cases and reduced trust in the digital journey. The goal was to redesign this experience to make it more intuitive, guided, and aligned with user expectations.

My Role

• UX Designer
• Identified problematic steps in the user journey through flow analysis
• Conducted desk research to understand best practices in similar industries
• Redesigned key interaction points using Dribe’s existing design system
• Delivered updated flows and UI for implementation by development teams

User Research

Though no direct interviews were conducted at this stage, I gathered insights through:

• Feedback from support teams and product stakeholders
• Desk research into inspection flows used in car rental and car-sharing services
• Analysis of user journeys and friction points in the current flow
• Reviewing customer feedback and pain points from help tickets

Personas & Journeys

The target user is:

• The Private Dribe Customer: Picks up a vehicle at a set time and location, and is responsible for inspecting it for damage before use.
• Needs to feel confident that the process is fair, quick, and clearly documented
• May be under time pressure or unfamiliar with the inspection process

The journey was mapped from app notification → arrival → inspection → confirmation, focusing on mental and emotional touchpoints.

Design Solution

The redesigned UI featured:

• A step-based progress bar to reduce uncertainty
• Clear instructions with visual cues on what to check
• Simple tap-to-report interface for documenting defects
• Photo upload prompts with in-app camera integration
• Visual feedback once steps were completed

Everything was implemented within Dribe’s design system to ensure consistency across the app.

Outcome & Learnings

• Delivered a refined flow that aligns better with real-world customer expectations
• Reduced potential for support involvement by improving clarity and self-service
• Learned that even “minor” app flows like inspections can significantly impact user trust and satisfaction

Small UX decisions in operational flows can have a big impact on brand perception — especially in mobility services.

Tools Used

The target user is:

• Figma – Wireframes, final UI, component usage
• Miro – User journey mapping and flow diagrams

The journey was mapped from app notification → arrival → inspection → confirmation, focusing on mental and emotional touchpoints.