goals

discovery & research

Qualitative user interviews

Key Insights

problem framing

How might we bring transparency, convenience, and credibility to the 2-wheeler servicing experience so users feel in control even when they’re not present?

This framing helped us approach trust as the product, not just an outcome.

design process

Mapping entire service lifecycle

We started by mapping the entire service lifecycle, from booking to doorstep pickup to delivery, using ride-hailing and food delivery apps as mental models.

Workflow shadowing

Workflow shadowing the mechanics helped us understand the real world constraints (e.g. limited device access, missed updates due to lack of clarity on using the app).

User interviews

We conducted user interviews around information gap anxiety & trust gaps with 4 different cohorts of users as mentioned above.

User flow, IA, Wireframes

solution

1. Health Card System

Inspired by diagnostic reports, I designed a bike health card with 24 checkpoints categorized into:

• ✅ Green – All good

• ⚠️ Yellow – Monitor, fix soon

• 🔴 Red – Immediate action needed

This gave users clear insight into the state of their bike and created natural upsell triggers.

“It’s the first time I knew what actually needed fixing.” - Pilot user

2. Live Servicing Tracker

To reduce trust friction, I introduced a live tracker with status updates, timestamps, and media (photos/videos) uploaded by mechanics. This acted like a food delivery tracker, but for your vehicle.

Users could follow along asynchronously, turning anxiety into assurance.

3. Contextual Home Page

Instead of a static app, we built a contextual dashboard that updated per user stage:

• Booking reminder if a service is scheduled

• Quote status if a repair is requested

• Health card history and support buttons post-service

This made the app useful beyond just booking.

4. Membership FOMO Flow (AMC Conversion)

To boost AMC memberships, I designed a 10-minute invite-only offer embedded post-service. Mechanics handed a code with benefits explained and a timer began ticking inside the app, exclusive access to discounted AMC for 10 minutes only.

This urgency + exclusivity model (co-created with the marketing team) led to an 11% boost in AMC signups.

5. Upsell Add-Ons

We used context-based suggestions like:

• Monsoon? → Brake pad, tyre inspection

• Summer? → Engine oil + coolant package

These appeared during checkout based on season and location. Combined with the health card triggers, this increased average order value without overwhelming users.

simple component library & visual identity

• Used a warm blue + yellow color system to signify reliability and energy

• Designed for accessibility with WCAG AA contrast and 44px+ touch targets

• Built a lean component library in Figma for cards, badges, sliders, and tracker states

• Used icons + text for all statuses (to aid colorblind users)

• Created modular variants for easy dev handoff and real-world scalability

ui revamp

We tested 3 home screen concepts:

• Static info page

• Tab-based nav

• Dynamic dashboard → Winner

A/B tests showed:

• 18% faster repeat bookings via contextual reminders

• Lower drop-offs post-booking due to live service status integration

We iterated weekly with feedback from the founder, mechanics, and customers in parallel.

collaboration & constraints

• Developer Syncs: Designed for low bandwidth areas, optimized media compression and asynchronous updates.

• Mechanic Flow Mapping: Interviewed 4 mechanics to map what updates they could realistically log.

• PM Tradeoffs: Postponed wallet integration in favor of live updates for launch.

Regular Loom updates, async Figma comments, and Notion documentation helped us stay agile and lean.

outcome

reflection

This case proved that even low-trust service categories can be reimagined with thoughtful UX and behavioral design.

Key Learnings:

• Service design = Trust design

• Transparency creates upsell opportunities, if framed with empathy

• Mechanics are users too. Designing around their workflows creates better customer experiences.

accessibility & inclusion

• Color contrast, touch targets, and copy readability met WCAG AA

• Status icons had paired text for colorblind accessibility

• Health card used familiar metaphors to ensure readability for low-literacy users