Mobile app design
Increased NPS by
Increased AMC conversion by
Busy schedules and lack of accessible servicing options make it difficult for two-wheeler owners to keep up with regular maintenance, often leading to issues or breakdowns. Users want a convenient, reliable, and affordable way to maintain their two-wheelers without the hassle of visiting a service center. The business also needed an efficient way to connect users with certified mechanics and ensure high-quality service. Key Problems: 1. Users find it inconvenient to take their two-wheelers to a service center. 2. Users lack transparency regarding pricing and service quality. 3. The business wants to increase bookings and user retention through a smooth, reliable, and cost-effective service.
Design lead, UX researcher, UI designer, UX designer
Use of FOMO to increase AMC(annual maintenance contract) conversion
Customer journey mapping
UX research
UI design
Prototyping
Busy schedules and lack of accessible servicing options make it difficult for two-wheeler owners to keep up with regular maintenance, often leading to issues or breakdowns. Users want a convenient, reliable, and affordable way to maintain their two-wheelers without the hassle of visiting a service center. The business also needed an efficient way to connect users with certified mechanics and ensure high-quality service. Key Problems: 1. Users find it inconvenient to take their two-wheelers to a service center. 2. Users lack transparency regarding pricing and service quality. 3. The business wants to increase bookings and user retention through a smooth, reliable, and cost-effective service.
User Interviews: At discovery phase of this project, we(me and my team) did surveys and customer interviews with 4 sets of people: 1. Satisfied customers 2. Unsatisfied customers 3. People who booked but churned out 4. Random 2 wheelers vehicle owners Here's what we found out: 1. Target customers have these 3 biggest paines you face while servicing your bike: a. Transparency of service b. Time required during the process (usually 9-10 hrs) c. Vehicle drop off and pick up hassle 2. Other services that aren't provided by regular servicing shops: a. After service/repair assistance b. Track every process during service/repair c. Assistance during vehicle breakdown
1. Health Card: Health card of the vehicle consists of 24 parameters which mechanics check for in a bike etc. these parameters are divided in 3 categories Green- things that are good, Yellow- things that you might want to get fixed in next servicing, Red- Things that require immediate fixing. This brings transparency about what has to be repaired and what doesn't need to be worried about. Also a great way to upsell. 2. Live Servicing Tracking Section: I made a separate section of Live Servicing where Users will get notified along with the updates and process of vehicle servicing along with time stamps, photos/videos. 3. Dynamic Home Page: To make the app more useful and engaging I made a dynamic home page instead of keeping it static, for example, if a user had booked a service, the top of home page will always show upcoming service date etc and a reschedule option, or if someone requested a quotation for repair it'll show the status of quotation.
4. Making Membership Exclusive (FOMO): One of the major business goal was to increase AMC(annual maintenance contract) membership conversion. We show one once or twice throughout the user journey for a particular service and we make it invite only. We(I along with the marketing team of G2C) decided to make the membership exclusive by making it invite only, where each time after a service guy serviced a vehicle he would give a code to the customer and tell them about benefits of membership and giving them access to sign up for that membership at a discount within the next 10 minutes. Customer can only get the membership during that 10 minute waiting period, hence creating a FOMO to opt for the membership. 5. Upsell: Health Card is a great way to upsell along with it we introduced relevant addon services to book during checkout. Like, if its monsoon addons like Mudguard replacement, Tyre inspection, Brake Changing etc will appear.
Increased NPS by
Increased AMC conversion by
Google star rating of
By focusing on trust building through transparency in servicing, we successfully addressed user pain points while meeting the business objective of increasing AMC conversions and customer ratings. The project underscored the importance of aligning product features with both business outcomes and user needs, setting a foundation for future growth in the on-demand service sector.
