AutuGuru Quote Flow
Booking a car service or repair with AutoGuru was a key flow for the business, yet the experience was clunky and asked too many questions, and every task added had its own confirmation screen. Example: “Are you sure you want a LogBook Service?” Yes/No.
By reducing the input requirements and number of interactions for users who want to compare prices(view quotes) for selected tasks, the result will be a reduction in drop-off and an increase in converted bookings.
ClientAutoGuru (Employer)RoleSenior User Experience DesignerYearOCT 2019 - JUNE 2022Linkwww.autoguru.com
Previous userflow
The following was required to see Quotes from Suppliers on the AutoGuru website;
9 QUESTIONS / 14 INTERACTIONS
Car type, REGO, Tasks required, Where (Workshop, Mobile Mechanic, Dealership), Contact Details, all on different screens, all before getting a quote, checking availabilty and payment.
- What questions can we move to after Search Results
- How do we keep the option for outbound calls for incomplete bookings?
- Provide a reduced page or inline experience vs multiple page rabbit-hole experience.
- Minimise confirmations steps and assume they are correct unless user actions.
Research
Initial research started around analysing at which point customers dropped off through the flow, compared to converting through to Search Results.
The is followed with a comparison test with similar platforms across the globe, with a request that was a close aligned as possible.
Finally flow changes were explored based around scope and user experience risks.
Outcome
This was received very well by the business, as the proposed design did not push for new build and used existing components and tech.
It was a small change with a big impact.
- Reduced from a minimum of 8 screens to 4.
- Merged vehicle check with task add screen and removed verifying with the assumption it was correct, and they could change if not.
- Removed data capture but this was brought back in by marketing a couple weeks later, for return users 😉
- Asked Rego first to customise task select based on vehicle (future state)
- Implemented a common cart experience to allow the customer to remove tasks instantly.
Initial AB test showed a considerable reduction in drop-off to Quote page.
Became standard after 2 weeks.
