What I achieved
Upon its release from May 2024, CarDoctor gained traction among a diverse group of car owners across Vietnam. The app's user base included individuals predominantly between 25 to 45 years old, with a significant number of users in their 30s. It attracted a mix of professionals, business owners, and tech-savvy individuals who value convenience and reliability.
Major urban centers such as Ho Chi Minh City, Hanoi, and Da Nang saw the highest adoption rates, though the app also attracted some users from smaller cities and towns. The gender distribution was balanced, with both male and female car owners actively using the app.
This longform case study aims to uncover my UX process for CarDoctor. Ever since I started working on the project, I was tasked with re-discovering the users' needs and rebuilding the brand identity, design system for CarDoctor in general, to improve the overall look and feel of the app. Though I am no longer a member of the CarDoctor team, I had great joy in the process, and would like to share my great thanks to anyone that accompanied me in the project.
PART 1
Audit & Research
Problem statement
In Vietnam, car owners often face challenges in finding reliable mechanics and workshops. The traditional methods of word-of-mouth recommendations or random searches can be time-consuming and unreliable.
CarDoctor aims to solve these issues by providing a centralized platform where car owners can connect with trusted mechanics and workshops.
Objectives
01
Ease of Access
Simplify the process of finding and booking car maintenance services;
02
Trust and Reliability
Ensure that all listed mechanics and workshops are verified and trustworthy
03
Comprehensive services
Offer a wide range of services, from routine maintenance to emergency repairs
04
User-friendly Interface
Develop an intuitive app that is easy to navigate for all users.
Market research
I conducted comprehensive research to understand the needs and challenges of car owners in Vietnam. This involved surveys, focus groups, and interviews with both car owners and mechanics. There are currently a few competitors currently on the market:
Toyota Vietnam App: Developed by Toyota Motor Vietnam, this app offers services tailored for Toyota car owners, including searching for dealers, scheduling service appointments, estimating maintenance costs, and tracking maintenance history. It also provides reminders for maintenance and registration deadlines, feedback mechanisms, safety instructions, and rescue services.
MyHonda Vietnam: Developed by Honda Vietnam, this app supports both automobile and motorcycle owners by providing a range of services. Users can manage their vehicle's maintenance schedules, view warranty information, and receive reminders for routine maintenance tasks.
Drivvo: A globally popular car management app that helps users track vehicle expenses, maintenance schedules, and fuel consumption. Drivvo allows users to log expenses, set maintenance reminders, and generate performance reports, making it a comprehensive tool for vehicle management.
MyCar: This app offers a wide range of services for car owners in Vietnam, including service booking, maintenance reminders, and a directory of nearby garages. MyCar also features user reviews and ratings, helping car owners make informed decisions about their service providers.
CarCare: Designed to help car owners manage their vehicle maintenance schedules and expenses, CarCare provides reminders for routine tasks, tracks service history, and allows users to log expenses. Its user-friendly interface and detailed tracking capabilities make it a valuable tool for maintaining vehicles.
The "High Performers" quadrant of the chart is the stance we are aiming for the Vietnamese market.
User Persona
As a Vietnamese car owner, I want a reliable solution that not only reminds me when it’s time to maintain my car but also helps me find the best and nearest workshops.
Additionally, I need a platform that offers a comprehensive list of trusted and verified mechanics and workshops, complete with user reviews and ratings. This way, I can make informed decisions and avoid the hassle of searching for reliable service providers.
PART 2
Development
Design
I then developed a user-centric design that prioritizes simplicity and functionality. The design process included multiple iterations and user testing to ensure a seamless user experience.
The process consists of four following steps:
01
Ideation and Conceptualization:
Brainstormed ideas and concepts for the app’s features and functionalities. Prioritized features based on user needs and business goals.
02
Trust and Reliability
Created wireframes and low-fidelity prototypes to visualize the app’s structure and flow. Conducted usability testing with potential users to gather feedback and iterate on the design.
03
Comprehensive services
Developed high-fidelity designs focusing on a clean, intuitive interface. Ensured that the design was visually appealing and easy to navigate.
04
User-friendly Interface
Designed interactive elements to enhance user engagement and ensure a smooth user experience. This included animations, transitions, and feedback mechanisms.
Think clear layouts, straightforward workflows, and familiar design patterns that make the app a breeze to use.
This "boring" part is essential for building trust and ensuring users can accomplish their tasks efficiently without any hiccups.
We add delightful elements that elevate the user experience and make the app truly memorable.
This includes subtle animations, personalized notifications, and engaging visuals that create an emotional connection with users.
Conceptualization
I created various sketches, wireframes and user flows to accommodate the user needs.
And then,
high-fidelity prototypes.
Key features
For the first version, we focused on five simple functionalities:
In the future we are planning to release more features based on further market research and analysis.
This feature of CarDoctor allows users to effortlessly find nearby mechanics and workshops. By leveraging location-based services, users can quickly identify the closest options available. Additionally, the app provides detailed ratings and reviews from other users, ensuring that car owners can make informed decisions based on the experiences of others. This comprehensive search functionality not only saves time but also enhances trust and reliability in the services chosen.
The Booking System is designed to streamline the process of scheduling appointments. Users can easily select their preferred mechanic or workshop, choose a convenient time slot, and book the service directly through the app.
This eliminates the need for phone calls or in-person visits, making the entire process more efficient and user-friendly. The intuitive interface guides users through each step, ensuring a smooth and hassle-free booking experience.
With Service Tracking, CarDoctor provides real-time updates on the status of car maintenance services. Users can monitor the progress of their vehicle's repairs or maintenance from start to finish.
This feature offers transparency and peace of mind, as car owners are kept informed about the estimated completion time and any potential delays. The ability to track services in real-time ensures that users are always aware of their car's status, reducing anxiety and uncertainty.
This feature offers 24/7 roadside support for users in urgent situations. Whether it's a flat tire, a dead battery, or any other unexpected issue, users can quickly request help through the app.
The emergency assistance service is designed to provide prompt and reliable support, ensuring that users are never left stranded. This feature is particularly valuable for those who travel frequently or live in areas where roadside assistance may not be readily available.
The In-App Service Fee Payment feature of CarDoctor offers a secure and convenient way for users to pay for their car maintenance services directly through the app. This feature integrates with popular payment gateways, allowing users to complete transactions seamlessly without the need for cash or separate payment arrangements.
When a user books a service, they can choose from various payment options. Additionally, the app ensures that all transactions are encrypted and secure, protecting users' financial information and providing peace of mind.
Reviews
After receiving a service, users can leave detailed reviews, covering various aspects such as service quality, professionalism, timeliness, and overall satisfaction.
On the other hand, users looking for car maintenance services can browse through these reviews to make informed decisions. This feature helps build a reliable network of trusted service providers and empowers users to choose the best mechanics and workshops for their needs.
PART 3
Outcome
Reception
CarDoctor achieved good retention rates, reflecting the app's ability to meet user needs effectively. The intuitive and user-friendly interface made it easy for users to navigate the app and access services. The thorough vetting process for mechanics and workshops ensured high-quality service, leading to positive user experiences and repeat usage. The rewards and discounts offered through the loyalty program incentivized users to continue using the app for their car maintenance needs. Responsive and helpful customer support further enhanced user satisfaction and loyalty.
User feedback was mostly positive, with many users praising the convenience and reliability of the app. Common themes in user reviews included ease of use, with users appreciating the straightforward booking process and the ability to find trusted mechanics quickly. Real-time service tracking and clear communication from mechanics were highlighted as major benefits. The verification process for mechanics and workshops instilled confidence in the services provided.
The app's successful launch and positive reception led to rapid growth in its user base. CarDoctor's network of partner mechanics and workshops experienced increased business, contributing to the local economy. The app facilitated more efficient service delivery and helped small businesses gain visibility and attract new customers.
Challenges
The release of CarDoctor, while successful, was not without its challenges, as we encountered several obstacles that required strategic solutions and adaptability.
One of the primary challenges was building user trust. As a new platform, convincing car owners to switch from their traditional methods of finding mechanics to using an app was difficult. To address this, CarDoctor implemented a strict verification process for all mechanics and workshops, ensuring that only reputable and reliable service providers were listed. Additionally, the app featured transparent user reviews and ratings, which helped build credibility and trust among new users.
Another challenge we faced was user education and adoption. Many users were unfamiliar with the concept of a super-app for car maintenance and needed guidance on how to use the app effectively. Market competition was another hurdle. The car maintenance industry in Vietnam includes several established players, and differentiating CarDoctor from these competitors was essential. The team focused on offering a superior user experience, comprehensive service offerings, and unique features such as real-time service tracking and a loyalty program.
Lessons learned
Strats matter
By focusing on our goals and aligning our efforts, we were able to create a system that met the needs of stakeholders.
A strategic approach ensures that every feature and element served a purpose, without any scope creep or over-designing.
Creativity within constraints
Working within constraints can actually fuel creativity.
I found that the limitations we faced—whether technical, budgetary, or time-related—pushed me to think outside the box and come up with feasible solutions.
Efficiency is key
I discovered that by simplifying even the smallest things can save valuable time and reduce development burdens.
And it's important that we prioritize the creation of a seamless and intuitive user experience over producing extensive documentation.
Final words
Our proactive approach and commitment to quality enabled them to successfully navigate the obstacles and achieve a successful launch. The lessons that we learned during this process have been invaluable in shaping the app's ongoing development and future expansions.
