As a product team, one of our objectives is to increase conversion on our funnel. One of the areas of leakage we have identified in the funnel is receiving a quote from a garage and then clicking choose a garage.
My Role: Lead Product Designer
Team: Data analyst, product manager, copy writer, marketing
- Acceptance rate +30%
- Refund rate -80%
"Allow drivers to book in with a garage based on their availability"Problem statement
Reduce refund rates by -20%, increase acceptance rate by +5%KPIs to gauge success
Empathise and research
I approached drivers through our customer contact team and also ran remote usability tests. This helped to define pain points in the process and work out from the findings what a potential improvement would be.
Usability testing and interviews highlight some pain points in the process.
Feelings: Frustrated, worried about price, unsure of next steps.
Thoughts: Not sure how to book in, how long will the job take, do I need a courtesy car, why am I getting phone calls from garages.
The current flow is for drivers to call the garage to book in. Introduce a booking system for the main funnel flow will cut down on these pain points.
As a driver I want to be able to see the availability of a garage and book in.Key user story
We have access to all active user of the system through our dashboard, so we can quickly run surveys to gather feedback.
"We use multiple websites to win work, and then book drivers in over the phone or have drop ins. So these all need to work together."Garage feedback
Sketch out ideas
Sketches out rough flows, wireframes and ideas so I work out the possible routes.
Design problem | Change date
User findings raised the need to allow a driver to change a date of their booking. Either due to a mistake or a cahnge in circumstances.
"Ahh wait I picked the wrong date I need to change it"User comment
Design problem | Overbooking
Buiness goals meant we couldnt stop a driver booking in. So I designed a overbooking system that notified the garage that an action was required.
How will we notify a garage that a booking has been taken on a day that they could be full, and how do we notify the driver that the garage may be full.Interation problem statment