Charlotte U.
Product designer
Europcar • Car rental
flow revamp
Europcar is a French car rental group founded in 1949
Present in 140 countries, with +300 000 vehicles fleet
€3.41 billion turnover in 2024
Problematic
How to lower phone call requests to the customer service?
Solution
Creation of a new contact form flow
Interface type
Responsive website
Project status
Live since 2024
- 15% of phone calls
and +20% messages
to customer service
Methodology
1
.
Research
Content square analysis: 80% users on desktop, analysis of most clicked “contact reason” (e.g. surcharge post rental)
Heuristic audit: no visibility of system status, poor user control and freedom, maximalism UI
Workshop with customer service to identify new “contact reasons” to add to the flow
Benchmarks +15 companies
2
.
Frame
User path prioritizing FAQ and contact form (reminder: the aim is to reduce the phones calls to the customer service)
New site map
Zoning and +90 wireframes (desktop & mobile)
UX writing sessions with our ux writer Belén Martinez
3
.
Design & iteration
+90 mockups (desktop & mobile)
Interactive prototypes
Qualitative tests (Guerilla + Maze)
Iterations
AB test: 1 month duration
Reviews
“Expert in product design, with strong communication skills and self control”
Dimitri Morvan Brahim,
Product manager @Europcar
“Bring a strong focus on the user, great attention to detail. She kept pushing forward and delivering great work”
Ali Chemlal,
Lead designer @Europcar
“Reliable and always on track under pressure. Highly recommend.”
Antoine Voland-Logerais
Lead designer @Tiga
“Strong expertise in user research, and natural ability to lead and collaborate with both stakeholders and developers.”
Juan Diego Calero,
Senior designer @Europcar
Real sensitivity to data. She has a strcutured approach, relies on the right analysis to take decisions.
Florence Fratini,CRO @Europcar
© 2026 Charlotte Urvoy
Charlotte Urvoy
Product designer
Europcar • Car rental
flow revamp
Europcar is a French car rental group founded in 1949
Present in 140 countries, with +300 000 vehicles fleet
€3.41 billion turnover in 2024
Problematic
How to lower phone call requests to the customer service?
Solution
Creation of a new contact form flow
Interface type
Responsive website
Project status
Live since 2024
- 15% of phone calls
and +20% messages
to customer service
Methodology
1
.
Research
Content square analysis: 80% users on desktop, analysis of most clicked “contact reason” (e.g. surcharge post rental)
Heuristic audit: no visibility of system status, poor user control and freedom, maximalism UI
Workshop with customer service to identify new “contact reasons” to add to the flow
Benchmarks +15 companies
2
.
Frame
User path prioritizing FAQ and contact form (reminder: the aim is to reduce the phones calls to the customer service)
New site map
Zoning and +90 wireframes (desktop & mobile)
UX writing sessions with our ux writer Belén Martinez
3
.
Design & iteration
+90 mockups (desktop & mobile)
Interactive prototypes
Qualitative tests (Guerilla + Maze)
Iterations
AB test: 1 month duration
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Reviews
“Expert in product design, with strong communication skills and self control”
Dimitri Morvan Brahim,
Product manager @Europcar
“Bring a strong focus on the user, great attention to detail. She kept pushing forward and delivering great work”
Ali Chemlal,
Lead designer @Europcar
“Reliable and always on track under pressure. Highly recommend.”
Antoine Voland-Logerais
Lead designer @Tiga
“Strong expertise in user research, and natural ability to lead and collaborate with both stakeholders and developers.”
Juan Diego Calero,
Senior designer @Europcar
“Real sensitivity to data. She has a structured approach, relies on the right analysis to take decisions.”
Florence Fratini,CRO @Europcar
© 2026 Charlotte Urvoy
