I led the Product Design, User Experience and Interface as well as collaborated with a Product Manager, Analytics, Product Marketing and Business Development.

The company's customer base has grown by almost 240% in the last 3 years. This put a huge strain on the service's phone line, the response time increased, and the dissatisfaction grew. To change the direction of traffic and reduce the load, it was decided to make the mobile app as a single point of contact for customers. I was part of the product team formed to reimagine the mobile app and offer a vector for development.

Within 3 weeks I conducted 10 user interviews. The sample of respondents included both experienced drivers and newcomers who recently bought their first car. It was also made a large survey on 10% of all users of the company, received and processed ~200 responses.

Using the data obtained from the study, I built a CJM on which I relied to craft the design of the application screens.

I designed a quick prototype of the main use case, tested it on 6 users, and after making the changes, I began assembling the prototype in Figma.

6 out of 10 drivers had some form of fear for the safety of their car. They did not know what was happening to the car when they handed the keys to the manager and wanted their car to be serviced only by an experienced mechanic. The solution was beyond design, we bought several IP cameras and hung them in the car repair area and streamed video directly into the app.

If a user has had his car serviced in this service before, we know in advance what kind of work and when it should be done, we notify him and offer to make an appointment at a convenient day and time. So all user interaction takes place in the app and he does not need to call and make an appointment by phone.

Knowing the user's car we offer seasonal promotions that suit him. Only the right tires and rims, auto oil and spare parts.

Made a convenient search through the catalog of cars with a flexible filter and the ability to book a suitable car.

As a result, all scenarios of use were worked out, UI concepts were prepared and handed over to a junior designer to prepare rest of the screens. Three months after launching the app, the number of calls to the phone line decreased by 17%. The number of users of the app increased to 12,400 (MAU).