Hertz
8 Months
Voice UI · Conversational Design · UX Research · Innovation · NLP Prototyping
TIMELINE
8 Months
MY ROLE
UX/UI Designer
COMPANY
Hertz
Before
Context
Hertz needed a voice-enabled solution to simplify car rental and reservation management through Alexa.
Challenges included:
Designing a stateless, natural conversational flow
Working within Alexa’s 2017-era limitations
Integrating with Hertz’s inflexible legacy backend
What I Did
The Work
Sole designer: owned end-to-end UX, utterance design, tone, and skill flow
Created a stateless logic tree allowing flexible input and graceful fallback responses
Wrote and maintained a massive utterance set—handling verb tense, contractions, and user recovery flows
Manually tested 60,000+ scenarios from a 100,000-case matrix
Designed visual artifacts: post-it stringboards, flowcharts, and early marketing visuals
Collaborated closely with engineers to stitch together complex reservation logic
Impact
Impact.
Results & Outcomes
VUI requires more than UX intuition; tone, recovery, and utterance planning are critical
Stateless design is possible with careful logic and tone scaffolding
Even discontinued pilots can drive innovation and sharpen technical creativity
See It In Action
