Yaqeen

Yaqeen is an all-in-one car rental platform built to replace legacy 3rd-party software and support the company’s shift toward more efficient and digitally enabled operations. It brings fleet management, operations, and finance into a single platform, powering both B2C and B2B journeys with speed, clarity, and scalability.

My Role

My role focused on designing the agreement journey, one of the most critical flows used daily by frontline employees, and some of other operational flows.

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The Main Goal

The goal was to improve speed, and make the transition from legacy systems smoother, especially in high traffic environments such as airport branches.

Problem

Car rental operations in Saudi Arabia run at high volume, driven mainly by residents and citizens. This led to long queues, increased staff pressure, and customers leaving to rent from competitors.

At airport branches, this pressure increases significantly:

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Multiple flights arrive at the same time
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Dozens of customers are in the queue
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Employees must process agreements quickly
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Long waiting times often lead to lost customers

The existing agreement flow often took 15+ minutes per customer. This was because of:

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Poor integration with government platforms
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Disconnected systems that don’t sync properly
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Too many manual steps and data entry
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Poor usability and unclear workflows
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High effort required for simple tasks

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Insight

The majority of customers, return the vehicle without any issue or any due payment, anyways, those customers stay in the queue just for closing the agreement which is a straightforward step

Solution

The agreement experience was redesigned based on extensive research and deep exploration of existing workflows, focusing on automation, and real operational needs. The goal was to reduce manual effort, and significantly improve speed and reliability across the entire rental flow.

Direct integration with Tajeer & TAMM

This was one of the challenging tasks due to strict government platform rules and limited flexibility. Anyways, the team was able to build a seamless integration that ensures full compliance while still allowing manual fallback, keeping operations fast, reliable, and never blocked by platforms constraints.

Seamless Converting a Booking to Agreement

Booking data flows directly into the agreement, removing manual input and reducing errors.

Vehicle Suggestions to Improve Utilization

Vehicles are suggested based on availability and customer preferences, improving fleet usage and reducing manual selection.

FastTrack: Counter-Less Pickup

A fully digital pickup and drop-off flow, the first of its kind in KSA, that lets eligible customers collect their vehicle without visiting the counter.

Auto-Closure for Clean Bookings

If a booking has no issues, it can be closed automatically from the parking area, no branch visit required.

Auto agreement closure from the parking, significantly reduced the customer's and operations team time and efforts.

Majed, Customer Support Executive

Digital Vehicle Inspection

Replaces paper-based inspections with a digital flow for better accuracy and transparency.

Impact

The redesigned flow delivered clear operational and business improvements:

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15 → 3 min: Median customer wait at airport branches, down from 15 minutes.
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~98%: Tajeer government compliance, up from a low baseline, through direct integration and clearer validation.
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~12%: Free upgrade rate in Economy, Midsize and Family, driven by live vehicle availability and smarter vehicle suggestions.
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+15%: Service speed rating within two weeks of launch.
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4.7/5: Platform rating from branch staff.