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National

Reimagining Business Mobility

RIDGEHOUSE 1887

National

CLIENT

SCOPE

Filed

Isobar

Global Digital

Digital Experience

End-to-End Experience Design

I led a redesign of National’s entire rental experience, from booking to return, to modernize both digital and physical touchpoints.

This included:

  • Booking Platforms: Simplified reservation flows across desktop and mobile to streamline the rental process with fewer friction points.
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  • In-Location Experience: Redesigned counter layouts and lot navigation to align with digital-first user expectations.
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  • Service Ecosystem: Ensured seamless transitions from app to aisle to drive-off, integrating loyalty and digital engagement throughout
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Impact:

The foundational work shaped the evolution of National’s digital-first strategy, later certified by the redesign and launch of their next-gen app with features like one-click reservation and Emerald Checkout.

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Digital Platforms & Loyalty Integration

I helped rebuild National’s digital infrastructure to scale with innovation and user demand:

  • Mobile App Evolution: My redesign work laid the groundwork for the 2023 app update, which introduced biometric login, seamless Emerald Club integration, and streamlined reservation flows.
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  • Global Reach: Designed systems that could flex across 1,500+ locations in 90 countries.
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  • Loyalty Integration: Advanced design for the Emerald Club experience, enabling faster checkouts and improved member retention
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Impact:

These systems supported National’s continued leadership—maintaining the #1 spot in Business Travel News' supplier ratings for a decade.

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Organizational & Market Impact

Catalyzed internal innovation and positioned National as a digitally forward mobility leader.

  • Executive Buy-In: You aligned with leadership at HQ to prove how experience-first design drives conversion and loyalty.
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  • Scalable Infrastructure: Created reusable frameworks for continuous digital evolution across National’s portfolio.
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  • Recognition & Trust: Your groundwork helped the brand stay top-ranked 10 years running, reinforcing user trust in digital tools.
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Impact:

National transformed from legacy rental standard to an award-winning, digitally enabled brand—positioned to lead within Enterprise Holdings’ $25B+ mobility portfolio.

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