RentSetGo
The end-consumer as our starting point.
RentSetGo is a service concept and quality label that brings rental tools to DIY stores across Europe. It starts from what drives the end-consumer. Boels Rental is the first company to affiliate.
The story behind the work
What was the challenge?
Research told us that rental tools appeal especially to the young generation, which prefers using over owning. In most countries, however, people are still not familiar with the concept of rental tools. We had to find out what drives the end-consumer. After that, general awareness of rental tools in DIY stores still had to grow.
What choices did we make?
We created key personae, customer journeys and empathy maps to pinpoint the actual moments of truth. We also determined the barriers and drivers, which allowed us to conceive the ideal rental point through three major shifts. In our communication with end-consumers we focus on the added value of renting tools in a DIY store: convenience and premium quality, plus efficiency. With rental tools, work is easier and the result is better. To build awareness we chose a quality label that every DIY store and rental tool provider can affiliate with, as long as it meets the demanding quality standards.
What did we create?
Together with DIY stores across Europe, we launched a service concept that gives customers a choice: buy the tool and store it somewhere for 20 years, or rent it for 2 days and save a lot of money. Customers are advised to buy safety accessories and possibly rent compatible tools, which makes the chore easier and improves the result. When they return their tools, DIY stores get an extra chance to make another sale. We also created the quality label RentSetGo: "making sure that there is at least one thing people shouldn't worry about: the right tools." Eventually the label will be applied all over Europe. Boels Rental is the first company to affiliate.