1. Customers
1.1. Demographics (apparent)
1.1.1. Single business people
1.1.2. Vacation travelers
1.1.2.1. Seniors
1.1.2.2. Families with young children
1.1.2.3. Couples 40-55
1.2. Physical state
1.2.1. Hungry
1.2.2. Fatigued
1.2.3. Stiff/sore
1.2.4. Jet lagged
1.3. Mental state
1.3.1. Stressed
1.3.2. Irritable
1.4. Demeanour
1.4.1. Rushed
1.4.2. Impatient
2. Kiosk
2.1. Physical setup
2.1.1. Front counter
2.1.1.1. Computer terminals
2.1.1.2. Phones
2.1.1.3. Free paper maps
2.1.1.4. Brochures of local attractions
2.1.1.5. Info of available makes/models/prices
2.1.1.6. Express line for members
2.1.2. Back office (setup not known)
2.1.3. Waiting area
2.1.3.1. Cordons to control lineup
2.1.3.2. No seating
2.1.4. Car lot
2.2. Location
2.2.1. Next to baggage carousels
2.2.2. Adjacent to main exit
2.2.3. Ground level
2.2.4. Alongside other rental companies
2.3. Atmosphere
2.3.1. Disorderly
2.3.2. Noisy
3. Staff
3.1. Front counter assistant x 4
3.1.1. Duties
3.1.1.1. Admin
3.1.1.1.1. Process existing reservation
3.1.1.2. Sales
3.1.1.2.1. Offer car (if no reservation)
3.1.1.2.2. Upsell car selection
3.1.1.2.3. Upsell refuelling
3.1.1.2.4. Upsell insurance
3.1.1.2.5. Propose add-ones (GPS, etc)
3.1.1.3. Customer care
3.1.1.3.1. Greet customer
3.1.1.3.2. Offer directions
3.1.1.3.3. Answer phones
3.1.2. Demeanour
3.1.2.1. Brusque
3.1.2.2. Rushed
3.1.2.3. Indifferent
3.1.2.4. Unfriendly
3.2. Manager x 1
3.2.1. Duties
3.2.1.1. Mitigate customer complaints
3.2.1.1.1. Discount vouchers
3.2.1.1.2. Free upgrades
3.2.1.1.3. Apologize repeatedly
3.2.1.2. Direct counter staff
3.2.2. Demeanour
3.2.2.1. Embarrassed
3.2.2.2. Rushed
3.2.2.3. Distracted
3.3. Lot attendant x 2
3.3.1. Duties
3.3.1.1. Bring keys from lot to counter
3.3.1.2. Check outgoing cars
3.3.1.3. Check in incoming cars
3.3.2. Demeanour
3.3.2.1. Do not interact with customers
3.3.2.2. Impatient with counter staff
4. Customer experience
4.1. Wait times
4.1.1. 30-45 minute wait in line
4.1.2. 10 minutes processing at counter
4.1.3. Additional 10-15 minutes wait for keys
4.2. Waiting in line
4.2.1. Jostling with passengers picking up bags at carousels
4.2.2. Conflicts among those in line (eg. disruptive children)
4.2.3. Confusion over wait - no communication
4.2.4. Customers commiserating with one another
4.3. Counter service
4.3.1. Unfriendly and abrupt service
4.3.2. Conflicts between customers and staff
4.3.3. Multiple escalations to management within 45 minutes