Business
Business
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Rentickle is India's leading furniture and appliance rental platform. Instead of heavy upfront purchases, it allows users to rent to high-quality lifestyle goods through affordable monthly payments, offering flexibility for modern, mobile urban consumers.
Rentickle is India's leading furniture and appliance rental platform. Instead of heavy upfront purchases, it allows users to rent to high-quality lifestyle goods through affordable monthly payments, offering flexibility for modern, mobile urban consumers.
Challenge
Challenge
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Rentickle's checkout failed due to late-stage surprises. Advance payment and damage protection stayed hidden until the final step, tied to backend credit checks. Vague terms also meant users only learned about deposit deductions after their rental ended. This broke trust, drove cart abandonment, and forced a 24 to 48 hour manual verification delay.
Rentickle's checkout failed due to late-stage surprises. Advance payment and damage protection stayed hidden until the final step, tied to backend credit checks. Vague terms also meant users only learned about deposit deductions after their rental ended. This broke trust, drove cart abandonment, and forced a 24 to 48 hour manual verification delay.
Solution
Solution
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Redesigned the configuration engine to move advance and protection decisions upfront. A modular, item-by-item system now surfaces pricing and damage protection on the product page and cart, letting users set tenure and coverage before checkout.
Redesigned the configuration engine to move advance and protection decisions upfront. A modular, item-by-item system now surfaces pricing and damage protection on the product page and cart, letting users set tenure and coverage before checkout.
Impact
Impact
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~2x increase in confirmed orders
~82% adoption of the Protection Plan
~9% adoption of the Advance Plan, lifting total order revenue
~2x increase in confirmed orders
~82% adoption of the Protection Plan
~9% adoption of the Advance Plan, lifting total order revenue
Problem
How Advance Payments & Protection Plans Were Working
How Advance Payments & Protection Plans Were Working
How Advance Payments & Protection Plans Were Working
Advance Payment Experience
Advance Payment Experience
Advance Payment Experience
Users had limited control and clarity during the journey, with manual credit checks, offline communication, unclear protection coverage, and long wait times (24–48 hours) creating confusion and trust issues.
Users had limited control and clarity during the journey, with manual credit checks, offline communication, unclear protection coverage, and long wait times (24–48 hours) creating confusion and trust issues.
Protection Plan and Damage Handling
Protection Plan and Damage Handling
Protection Plan and Damage Handling
During the post-pickup process, users only learned about damage evaluation and cost adjustments at the very end. The lack of upfront clarity around damage assessment and refund logic created anxiety, disputes, and low trust during order closure.
During the post-pickup process, users only learned about damage evaluation and cost adjustments at the very end. The lack of upfront clarity around damage assessment and refund logic created anxiety, disputes, and low trust during order closure.
Insights
Insights
Where the Experience Was Breaking Down?
Where the Experience Was Breaking Down?
Where the Experience Was Breaking Down?
Across both the advance payment and protection plan experiences, we noticed recurring gaps in clarity, transparency, and user control that impacted trust and decision-making throughout the journey.
Across both the advance payment and protection plan experiences, we noticed recurring gaps in clarity, transparency, and user control that impacted trust and decision-making throughout the journey.
Across both the advance payment and protection plan experiences, we noticed recurring gaps in clarity, transparency, and user control that impacted trust and decision-making throughout the journey.
Users lacked clear upfront understanding of advance payment benefits and protection coverage.
Users lacked clear upfront understanding of advance payment benefits and protection coverage.
Users lacked clear upfront understanding of advance payment benefits and protection coverage.
Pricing details, savings, and damage adjustment logic were revealed too late.
Pricing details, savings, and damage adjustment logic were revealed too late.
Pricing details, savings, and damage adjustment logic were revealed too late.
Key decisions were driven by manual or system-led processes rather than user choice.
Key decisions were driven by manual or system-led processes rather than user choice.
Key decisions were driven by manual or system-led processes rather than user choice.
Heavy operational dependency caused delays of 24–48 hours.
Heavy operational dependency caused delays of 24–48 hours.
Heavy operational dependency caused delays of 24–48 hours.
Expectations around pickup, damage assessment, and refunds were not set early.
Expectations around pickup, damage assessment, and refunds were not set early.
Expectations around pickup, damage assessment, and refunds were not set early.
Late-stage surprises led to confusion, anxiety, and trust issues.
Late-stage surprises led to confusion, anxiety, and trust issues.
Late-stage surprises led to confusion, anxiety, and trust issues.
Research
Identifying Gaps in How Users Understand Payments and Protection
Identifying Gaps in How Users Understand Payments and Protection
What the User Was Going Through
What the User Was Going Through
What the User Was Going Through
Research
Identifying Gaps in How Users Understand
Payments and Protection
Solution
Identifying Solutions for Payments and Protection
Identifying Solutions for
Payments and Protection
How We Mapped the New Experience
How We Mapped the New Experience
How We Mapped the New Experience
What We Designed to Fix It
What We Designed to Fix It
What We Designed to Fix It
We explored multiple directions, but weighing technical limitations and stakeholder constraints, we narrowed down to the solutions that would deliver the most impact without overcomplicating the build.
We explored multiple directions, but weighing technical limitations and stakeholder constraints, we narrowed down to the solutions that would deliver the most impact without overcomplicating the build.
We explored multiple directions, but weighing technical limitations and stakeholder constraints, we narrowed down to the solutions that would deliver the most impact without overcomplicating the build.
1
1
Advance Payment Visibility at
Product Level
Advance Payment Visibility at
Product Level
Advance Payment Visibility at Product Level
Users can now see advance payment options and savings directly on the product page for each tenure before they even reach checkout.
Users can now see advance payment options and savings directly on the product page for each tenure before they even reach checkout.
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2
Protection Plan at Cart
Protection Plan at Cart
Protection Plan at Cart
A protection plan is now surfaced at the cart level, with clear details on what's covered. Users can read the coverage, understand the benefit, and choose to turn it off if they want.
A protection plan is now surfaced at the cart level, with clear details on what's covered. Users can read the coverage, understand the benefit, and choose to turn it off if they want.
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3
Per-Item Customisation Instead of Cart-Wide
Per-Item Customisation Instead of Cart-Wide
Per-Item Customisation Instead of Cart-Wide
Instead of applying advance payment and protection plan to the entire cart, users can now customise each product individually giving them flexibility and control they never had before.
Instead of applying advance payment and protection plan to the entire cart, users can now customise each product individually giving them flexibility and control they never had before.
Redesigned Flow
Redesigned Flow
Redesigned Flow
Solution
Identifying Solutions for Payments and Protection
Design
Clarity and Control in Payments and Protection Plan
Clarity and Control in Payments and Protection Plan
Advance Payment Selection
Advance Payment Selection
Advance Payment Selection
Protection Plan Visibility
Protection Plan Visibility
Protection Plan Visibility
Giving Users Control at the Cart Level
Giving Users Control at the Cart Level
Giving Users Control at the Cart Level
We made cart items fully editable using contextual overlays, allowing users to adjust payment type, protection plan, and tenure per item while instantly seeing the updated cost breakdown.
We made cart items fully editable using contextual overlays, allowing users to adjust payment type, protection plan, and tenure per item while instantly seeing the updated cost breakdown.
We made cart items fully editable using contextual overlays, allowing users to adjust payment type, protection plan, and tenure per item while instantly seeing the updated cost breakdown.
Design
Clarity and Control in Payments and Protection Plan
Impact
Impact
Results at a Glance
Insights Gained Through the Design Journey
Results at a Glance
Reflection & Learnings
Reflection & Learnings
Insights Gained Through the Design Journey
Insights Gained Through
the Design Journey
Insights Gained Through the
Design Journey
