A focus on experience - starts with a cultural foundation.

5 Core Values

"Be a Zipster" Develop a sense of belonging and an unparalleled user experience for our membership community.

Keep it simple: Win through simplicity and continuous innovation.

3 lesser values: Be the best, deliver results, have an impact.

The two major values are focused on having a great user experience.

Business based on: "Freedom from hassles of car ownership and other alternatives." Selling ownership 1 hour at a time.

All about convenience.

15-20 personally owned cars off the road for every zipcar.

Savings of hundreds of $ / month for the average customer. Sustainability - money sent back to the community in other forms.

The experience is the brand.

Many challenges to overcome. Traditional product marketing replaced with experience team.

Internal alignment on priorities. Alignment is not just about what you're going to do. It's also about what you're NOT going to do.

Product strategy should embody what you should and should not do. It's important to keep both sides balanced.

continuous strengthening of social contract with members. Through member feedback (surveys, listening and observation, etc.)

6 simple rules: report damage, keep it clean, no smoking, fill it up, return on time, pets in carriers.

these rules addressed almost all problems associated with the business. Member education helps with this.

Everything works together through consistency and simplicity - this drives the educational process.

FAQ, Manuals in car, etc. all look and feel the same.

"Our brand is the total experience and the experience is everything."

Time for Q&A