GearToCare is a Doorstep 2-Wheeler Servicing App that aims to bring convenience and transparency in the servicing industry
How did it start?
You must have gone through the pain and labor of getting your 2-wheeler serviced or repaired. Doubts over transparency, how & what work has been done etc.
The labor of dropping off a vehicle at the service centre and picking up the same after servicing. Increase in rates when picking up the vehicle. What if after repairing the problem still continued?
That’s the problem Founder Suraj Birthariya of GearToCare spotted and vowed to fix.
OVERVIEW
GearToCare is a Nagpur-based startup which allows people to get their two-wheelers serviced at their homes in front of their eyes.
The stakeholder(Suraj) of the project wanted to shift from website-based booking to mobile app-based booking for the convenience of its customers. Suraj had a good understanding that his customers use his service for two main reasons:
- Convenience of getting a vehicle serviced without going out
- Transparency of getting it serviced in front of the eyes
BUSINESS GOALS & CHALLENGES
- To increase upsell
- To reduce booking dropoffs that were happening on their website
- Easy-to-use app for multiple services
- Making every process transparent
- Increase conversion of AMC(Annual Maintenance Contract) membership
OUR ROLE
UX Research
UI Design
Onboarding
Gamification
INITIAL RESEARCH
User Interviews
During the discovery phase of this project, we did surveys and customer interviews of 4 types of users:
- Satisfied customers
- Unsatisfied customers
- People who booked but churned
- Making every process transparent
- Other 2 wheelers vehicle owners who weren’t using G2C service
What we found out
In our research we discovered the following insights:
User Concerns
- Transparency over what’s actually happening
- Long waiting time(usually 6-8 hours)
- The hassle of vehicle dropoff and pickup
User Goals
- Get good mileage
- Keep the vehicle maintained
OUR SOLUTION
Health Card
We proposed categorizing bike health parameters into 3 categories.
- Green- who are all good and don’t need work
- Yellow- You might want to get them done in next servicing
- Red- Get them done right away if it’s an emergency
This brings Transparency around what needs to be repaired and what’s alright.
Live Service Tracking
We made a separate section of Live Service Tracking where users will get notified along with the updates and process of vehicle servicing along with time stamps, photos and videos.
Dynamic Home
Most apps just bombard users with each and every service they do.
To make it visiting the app pleasant and relevant we made a dynamic home page.
For e.g., if a user has booked a service, then the home shows upcoming bookings. Making it relevant for user at that stage.
Gamification to increase AMC conversion
We wanted to avoid being pushy to sell the AMC membership to customers.
So we came up with the idea of making it exclusive and changing the dynamics from push to pull, where users couldn’t directly buy the membership but instead had to join the waitlist to be part of it.
Upsell
Health Card was a great way to upsell along with it we introduced other add-on services to add to the cart while booking service.
Like showing the option to buy an oil changing service along with the standard service.
USABILITY TESTING
With the help of Figma, we created a low-fidelity, clickable prototype. We tested this prototype with 6 users. After 4 tests we did one iteration on the design and validated our solutions with the remaining 2 users.
One of the major change was in Bike health screen we found out that its hard for the user to scan table rather icons so we did these changes
DESIGN PHASE
Low fidelity wireframes
We usually start the design process with low-fidelity wireframes. This is the way we iterate through many design options quickly. With the wireframes, we were able to clearly design the basic features matching the main user journey of the app.
What can users do in the app?
- Know types of services offered and book them
- Change or add vehicles
- Apply for membership or refer
- Request a quote for Tyres & Batteries
- View quotation status
- See the Live status of servicing/repairing
- See what can be fixed in next periodic service
FINAL UI DESIGN
As a first part of the UI design process, we experimented with different colours and styles. We tried to focus on colours and visual elements which can distinct Suraj’s brand from other Servicing apps.
Final design elements
- Using monochromatic color scheme
- Adding brand’s blue color as accent colour
- Light rounded edges buttons and cards for a friendlier yet professional look
- Vibrant, high resolution images, illustrations
GAMIFICATION
Frankly, for Apps like G2C to touch upon multiple core drives of humans is very hard. One way to implement gamification in this app was to make membership exclusive and invite-only.
Major elements of gamification
- Using bold benefit claims only for members
- Positioning membership as invite-only access, instead of buying a normal membership
- Giving the power of approving other people’s wait list once a user is a member
PRODUCT LED ONBOARDING
Suraj wanted to reduce drop-off rates. Now the problem is that G2C has a long 5-page form and multiple services to book for. Hence it was crucial to take care of user onboarding for first-time users.
Here’s what we did
- Used welcome screens to gain users trust
- Shortened 5 page form to 3 by better segregation of input info
- Use of conversational bumpers to invite users who dropped off in between