Carhub Automotive Service Car Owners

Contributing to Carhub's platform redesign, I crafted a unified digital ecosystem that bridges car owners and service providers. Our user-centered redesign simplified complex automotive services, increased service appointments by 45%.

Screenshot of a mobile app named Car Hub, displaying car services, bookings, offers, and user account details on two smartphones.

Year (Duration)
2023 (3 months)

My Contribution
Part of team of 2 UX Designers

Key Actions
Research, UX Design, Ideation, Testing

My Role
UX Designer

Challenges

Carhub's initial MVP revealed critical usability issues that hindered adoption among both car owners and service providers. The platform needed a complete redesign to transform complex automotive service processes into seamless digital experiences.

  • Create intuitive journeys for two distinct user groups: car owners seeking services and automotive businesses managing bookings

  • Simplify the onboarding and transaction processes to increase platform adoption and usage

  • Design a localized experience that resonates with regional users while maintaining service quality

User Research: Understanding Two User Groups

To understand the pain points in automotive service discovery and booking, we conducted interviews with both car owners and service providers.

Through in-depth interviews with 6 car owners and 4 service providers, we identified key patterns and user needs. Using affinity mapping, we synthesized our findings into five critical user needs:

  1. Users need quick access to reliable service providers in their area

  2. Service providers need efficient booking and customer management tools

  3. Users need transparent pricing and service details upfront

  4. Both groups need simple, secure payment processes

  5. Service providers need easy ways to showcase their expertise and build trust

Comprehensive Secondary Research

Before diving into design solutions, we analyzed existing automotive service platforms and mapped user behaviors across competitor applications. This research helped us understand industry patterns and identify opportunities for innovation.

  • Evaluated competitor strengths and pain points

  • Mapped common user journeys and drop-off points

  • Gathered insights on successful service booking patterns

A collage of wireframes and flowcharts for mobile app or website design, featuring various screen layouts, navigation flows, and UI elements.
Two presentation slides, one showing a blurred competitive audit spreadsheet divided into columns with different colors for various sections, and the other showing a mobile app onboarding screen for Waze with user profile, achievements, and a text box with design best practices for gamification and user incentives.

Data Driven Analysis

We found some behavior pattern of our users while analyzing Google Analytics data for the app. We found which features were being ineffective for them and why.

Dashboard displaying website analytics with various charts and tables, including bar graph of views by page, scatter plots of user engagement metrics, and data tables showing user activity.

Ideation Workshop

We had workshops with business and tech stakeholders to identify their plan for the future. We created the wishlist of features and a roadmap for the release. We developed the Information Architecture that stakeholders recommended as the automotive service can be tricky.

Two images side by side. The left image is a workshop on feature prioritization and categorization with colorful sticky notes, mostly green and orange, arranged in columns. The right image is a diagram of information architecture titled 'Information Architecture V2' with a hierarchical structure, blurred and in gray tones.

Wireframes & Iterations

Using all our research insights we created the first iteration of wireframes for car owners and merchants.

A detailed flowchart of a mobile app user interface wireframe with multiple screens, navigation steps, and annotations for selecting services, service centers, viewing product details, adding to cart, checkout, and order confirmation.

After making some discussions with stakeholders, we came up with some problems to fix for the users. We created the second iteration of wireframes with the fixes we got from our discussions.

A digital design storyboard for a financial app, showing wireframes and flowcharts for onboarding screens, wallet version 2, and service flow, with annotations and color highlights.

Styleguide & Components

A color palette chart displays brand colors in orange, blue, green, yellow, red, and shades of black and gray, with samples and their hex codes. Next to it, a typography style guide lists font sizes, weights, and sample texts. A pie chart shows gradient and background colors, with RGB and hex codes. The bottom section features a section of a website or app interface with status bars, service center images, and product listings.

Designing the Solution

The final solution bridges car owners and service providers through two specialized interfaces. Using a consistent design language, we simplified automotive service discovery and management while ensuring both user groups can efficiently complete their tasks.

Streamlined Onboarding

The redesigned onboarding focuses on quick authentication through OTP, minimizing user input while maintaining security requirements.

Screenshots of a mobile app interface for Car Hub, showing registration, vehicle details input, and points system, with a black background.

Car Health Management & Loyalty

We designed an intuitive system that helps owners track their vehicle's maintenance needs while rewarding regular service engagement. The solution combines proactive service reminders with a points-based loyalty program.

  • Smart maintenance tracking and alerts

  • Service history with detailed records

  • Rewards program for regular users

Screenshots of a mobile app interface called CARHUB, showing car management features such as adding a car, monitoring car health, and earning points for membership.

Car Service Booking Mechanism

The redesigned service booking experience guides users from selection to scheduling in just a few taps, with clear pricing and service information throughout.

Screenshot of a mobile app interface for booking and managing vehicle service appointments, including selecting service type, viewing nearby service centers on a map, and checking out with a QR code for reservation confirmation.

Carhub Merchant App

The merchant platform balances operational efficiency with business growth tools, helping service providers manage bookings and track performance in one place.

A series of nine smartphone screens displaying various mobile app interfaces for car service booking, loyalty points, and account management, with a dark background.

User Testing

We conducted usability testing with 12 participants (8 car owners and 4 service providers), focusing on core workflows and new features. We found some interesting result on Service Booking Completion Rate and Merchant Response Time along with a great Customer Satisfaction Score.

Customer satisfaction score: 4.9/5

Service booking completion rate increased to 88% (up from 52%)

Merchant response time reduced by 40%

High Fidelity Prototype

Carhub Customer App Prototype

Carhub Merchant App Prototype

Impact & Carhub’s Future Ahead

Our redesign transformed Carhub into a streamlined automotive service platform, significantly improving engagement for both car owners and service providers. The new loyalty program and intuitive interfaces led to higher user retention and merchant satisfaction, while the simplified booking process increased service appointments by 45%.

These initiatives will strengthen Carhub's position as a leader in digital automotive services while making vehicle maintenance more proactive and accessible.

For Carhub's continued innovation, we identified three key opportunities:

  • Implement AI-powered predictive maintenance alerts

  • Enhance merchant tools with advanced analytics

  • Integrate with connected car technologies

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