MIles & Miles
Miles & Miles Car Rental App
A digital transformation of a manual car rental process. I redesigned the experience from research to prototype—making it faster, mobile-first, and premium. I led the UI design for this project as part of my CPD-accredited certification at The School of UX.
From explorations to final designs in 2 weeks while working with multiple projects at the same time
Miles & Miles is London’s longest-established independent car rental provider, offering a wide range of vehicles from standard models to luxury cars. The company prioritises exceptional service and high-quality vehicles to ensure a reliable and premium rental experience.
I designed a mobile experience for customers seeking seamless, home-delivered luxury car rentals across London. The core priority was reducing friction and ensuring a smooth, convenient journey from booking to vehicle delivery.
Research & Planning
Conducted in-depth market research to identify existing scheduling challenges and user pain points. Defined key audience segments and translated insights into prioritised features aligned with user needs and market opportunities.
Collaborated with cross-functional designers to create intuitive user interfaces and interactive prototypes. Iteratively refined solutions based on user feedback, improving usability, clarity, and overall visual coherence.
Applied agile methodologies to support the end-to-end development of the scheduling app. Prioritised features based on user value and technical feasibility. Contributed to the implementation of AI-driven algorithms to analyse user behaviour and enhance scheduling recommendations.
Led comprehensive testing across devices and platforms to ensure performance, compatibility, and consistency. Gathered and analysed beta user feedback, continuously optimising the product based on usability metrics and user satisfaction insights.
The Business Problem
Miles & Miles relied on phone calls and emails for luxury car rentals—frustrating busy customers who expected a fast, mobile experience. Manual handling led to missed bookings, delays, and no way to upsell premium extras. The business needed a digital solution that felt just as premium as the cars it offered.
User Pain Points
• Unclear navigation and information architecture
• Too many steps to complete basic tasks
• Lack of visual hierarchy and guidance
Business Impact
• High drop-off rates and abandonment
• Increased customer support tickets
• Lower conversion and engagement metrics
Lean UX Canvas
Created to align business and user goals before design began.
