Castrol
Castrol
Creating a garage experience.
The project:
Design end-to-end consumer experience
Goal:
To allow garages to consistently provide great customer experiences which increases retention & customer satisfaction scores (CSS).
Our role:
Take design lead and introduce UX to the company.
What we did:
We defined UX goals and strategy. Audited and improved the current garage facing product, conducted user research, introduced design sprints, prototyped, tested and designed final UI.
Result:
Successfully launched the MVP, got over 2000 garages signing up globally, we saw an increase in customer satisfaction by 80%, we helped secure £4.5m in funding.
Four design sprints were conducted to explore and rapidly test to shape a new direction for CarLounge.
Design Sprints
We wanted to help the business understand existing pain points and help design a new product strategy. So we introduced design sprints and helped facilitate and prototype and test the product.
(Top) Showing the proposed journey for vehicle Collection & Delivery. (Bottom) Current vehicle health check journey and problems faced by users.
Journey Mapping
Not only did it help us understand the existing problems it also helped us create a new journey that supported multiple scenarios and a full end-to-end experience.
The wireframes of all the different scenarios need to be represented by the booking confirmation card.
Wireframing
CarLounge has to support multiple journeys, so we wanted to make sure we weren’t designing a new screen for each, instead, we had one that supported many.
Prototypes were created for both CustomerVue & CarLounge
Prototyping & Usability testing
Both the legacy garage facing product and the new consumer-facing product. Using Axure and Sketch. We introduced UserTesting.com and helped run A/B testing to prove to the rest of the business that there was a much easier and better experience than combined SMS/Whatsapp with CarLounge.
UI Designs from the mobile CarLounge experience at all the touchpoints.
Final UI
Created a design system alongside designing end-to-end journeys from first booking and vehicle health checks to rebooking.
Info
Automotive, UX
June 22, 2017
