Cardoc Wash: A new service added to the existing Cardoc app
Mobile App Design (iOS & Android)
2016 - 2017 (service launched in 2016)
# of users: 3000
Satisfaction Rate: 98%
Cardoc Wash is one of the services that Cardoc newly added. Cardoc Wash provides a premium car wash that makes vehicles’ exterior and interior clean and pleasant. Users can find the car wash shops, make an appointment, and make a payment securely.
Challenges
Cardoc Wash was a beta service, and our team was unsure whether we would continue the service in the long term. To test Product-Market Fit, we had to build a hybrid app within the existing Cardoc app.
Cardoc app is dominantly made for a car repair service. There was one Call-To-Action on the home that was only for the car repair process.
Cardoc Wash should not feel totally different service and should fit into Cardoc's design system and brand guidelines.
Cardoc Wash should be an easy-to-use and seamless experience.
How might we …
redesign the app without disrupting existing flow and help users easily start services; Cardoc or Cardoc Wash?
utilize the Cardoc design to create the Cardoc Wash reservation process?
The Goals
Redesign the starting point; reorganize the menu structure
Design reservation process user-friendly using existing elements of Cardoc Design System
Final Design; new starting point
Before Cardoc Wash was added to the Cardoc app
One floating CTA on the bottom of the screen led users to request a car repair quote view.
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After Cardoc Wash was added to the Cardoc app
One floating CTA on the bottom of the screen led users to request a car repair quote view.
Final Design; Cardoc Wash reservation process
Reduce the number of clicks when sending quotes
With two parts of repairing, Shop Admin site required 11 clicks while Cardoc Partners app requires 7 clicks.
Outcome
In the first month, we saw higher usage of the Cardoc Partners app when it comes to writing quotes and responding to the chat. The usage of the Shop Admin website also increased due to more repair shops joining Cardoc Partners.
The time to respond to the customers was reduced by about 30 minutes.
About 90% of our repair shops switched to Cardoc Partners app from Shop Admin site.
Response rate to request
in Shop Admin3% ▲
Response rate to request
in Cardoc Partners7.1% ▲
Counselling rate in Shop Admin
2% ▲
Counselling rate
in Cardoc Partners6.1% ▲
Time spent to respond to new quotes and messages
28.7 mins ▼
Conversion rate from Shop Admin to Cardoc Partners
90%
Additional features added
Announcement board to partner shops
Group purchasing program for miscellaneous items
Auto parts purchasing program
Repair shop marketing tools
Project Retrospective
Our team started ideating Cardoc Partners in May, and we launched phase 1 of the app in August. Though we are a small team with me as a designer, one Android developer, one project manager, and one QA tester, we planned and executed fast.
When planning this project, we sat at the table and discussed the main features, requirements, dependencies, priorities, and launch plans together. As a junior designer, the experience opened my eyes to what building a product as a team means.
When testing the beta version, we went to our partner repair shops and did a quick usability testing with mechanics. We were able to switch our design from using minimal icons to big text-labeled buttons. Through the testing, we as a team gained valuable insights about our users and were able to design the app for them.
This app was the first Android app I launched and one of my favorite projects, though I worked on multiple products at Cardoc. It taught me not only how to design for mobile devices, but also how to work, communicate with people, and contribute as a team member.