Simplifying the customer journey and improving customer experience.

Role: Information Architecture, User Research & User Experience
Collaborators: Laura Petitpont, Simon Krahenbuhl & Laure Barthaud


Part of BNP Paribas, Arval specializes in full service vehicle leasing and offers its customers tailored solutions that optimize their employees’ mobility and outsource the risks associated with fleet management.

Our task was first to understand Arval’s customers and their user journeys and then to improve their product experience by simplifying the current Arval ecosystem.


We had several workshops with Arval’s employees to identify customer segments and to understand their current pain points. I then worked on a simplified information architecture as well as on a new version of the core product.

For confidentiality reasons and because the project is not online yet, I can only show you a few slides that we used in presentations and some information architecture deliverables.

Arval - Slide 1 - Vision
This slide introduced the idea of creating a simplified and integrated ecosystem.
Arval - Slide 2 - Ecosystem
Many tools required different logins and passwords.
Arval - Slide 3 - Personas
One of the four personas we co-created with Arval's employees.
Arval - Sitemap 1
An information architecture proposal for one of the four personas.
Arval - Sitemap 2
An information architecture proposal for another persona.
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