Avis
Rethink

Driving innovation in a service-led business

Avis

Avis used our Rethink process framework to generate and refine innovative prototypes for delivering the car rental experience of the future. We then consulted on the execution of the ideas, ensuring alignment to both the brand and commercial needs of the business.
  • Business consultancy
  • Innovation workshops
The need to adapt
With the car rental market becoming increasingly competitive and undifferentiated, Avis needed new and innovative ways to stay ahead. Particular areas of focus were service quality, customer satisfaction and engagement with the rental experience, so we conducted a rapid deep-dive into customer needs and how to exceed them.
We’re in a transformative stage in the car rental industry. The old way of doing business has ended.”
Neil Abrams
Car rental analyst
Unearthing opportunities
Developing ideas that aligned to the strategic and practical realities of the business was key, so we ran an innovation workshop with senior members of the company’s European brand and content teams. The aim was to unearth opportunities and develop new concepts across a broad range of activities – from service design and marketing campaigns, to digital product and content.
Unearthing opportunities
Generating new thinking
Our workshop went through a range of interactive exercises: segmenting customers, exploring stress points for each segment and generating new thinking around providing easier and more rewarding experiences. Selected (confidential) ideas were then developed into more refined visions and pitches for investment, providing practical and actionable solutions to move forward.
Generating new thinking
Turning ideas into reality
Following the workshop, we provided a blend of strategic consultancy and embedded creative support to help get the new ideas up and running within the commercial realities of the business. This included the development of ideas into working prototypes and service concepts, as well as scoping and planning roadmaps to bring them to market.
Turning ideas into reality
Helping Avis thrive
Within two weeks, our Rethink process gave Avis Group a solid foundation on which to continue evolving its customer experience, including a number of potential new products and services.