Introduction
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.
In my four months at CarDoctor, I had the incredible opportunity to lead a team of designers on six different projects. I acted as a mentor, guiding them through the design process, helping them prioritize their work, and ensuring the quality of our designs. Though I am no longer a member of the 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.
The "High Performers" quadrant of the chart is the stance we are aiming for the Vietnamese market.
PoV Statement & Journey Map Analysis
As a car owner, I need a reliable 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.
70% foundational
Think clear layouts, straightforward workflows, and familiar design patterns.
This "boring" part is essential for ensuring users can accomplish their tasks efficiently without any hiccups.
30% bling-bling ✨
We add delightful elements that elevate the user experience and make the app truly memorable.
Think subtle animations, personalized notifications, and engaging visuals that create an emotional connection with users.
Conceptualization
And then,
high-fidelity prototypes.
Key features
For the first version, we focused on five simple functionalities:
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.
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, which 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 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, which contributed to a $1M revenue increase by the end of 2024.
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.
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, to make CarDoctor stand out in the market.
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 .
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 UX 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.
