Service
Booking Flow
Overview
Auxx 2xxx one of the largest diversified conglomerates in Indonesia. In Automobile industry it offers consultation services for the purchases of new cars. Our UX Team offered Prototype as Service (POC) to visualise 3 use case of this product at its best to ensure high customer conversion rate and easy adoption
The expectation was to build a seamless, user-friendly, and intuitive experience to ensure a high customer conversion rate and easy adoption.
Role
Lead and Designed the Service Booking Usecase
Tools used
Know the Audience
Align User and Business goals
Define the problem
What other teams (designers) should be engaged?
Has another team already worked on a similar project?
Research
Social & Cultural aspects
Voice of customer
Digital enablers for customers
Global Trends
Competitor Advantage
Application reviews
Brainstorming
Gap Analysis
Find the sweet spot between user needs and business objectives
Refine ideas with design thinking methodology
Build Information Architecture
Clickable Prototype
Design Trends
Mood board
User Interactions
Design for all Devices
Demonstration
Virtual Session
In-Person Demo Sessions
Broad goal
ready for
stakeholder review
Design Process
User Personas and Journey Mapping
In the Service Catalog use case, I leveraged User Persona insights to address key frustrations, such as complex booking processes and lack of timely updates. By mapping Sarah’s journey, I identified pain points like confusion in service selection and anxiety over appointment confirmations. This informed design decisions like pre-filled car details, smart recommendations, and real-time status updates to create a frictionless experience. Through Journey Mapping, I streamlined interactions, ensuring users could book services quickly, stay informed, and feel confident throughout the process.
Sarah Pradana
32, Marketing Manager
Personality
🏠 Lives in apartment, commutes daily by car
🚗 Astra 2022 Model
📱 Tech Savvy: High
Behavior & Preferences
Uses her phone for most tasks
Prefers apps that offer one-tap actions &
pre-filled details
Books services during short breaks or while commuting
Goals & Needs
Book car servicing quickly without long wait times
Prefer mobile-friendly solutions for
booking on the go
Receive reminders & updates about service status
Pain Points & Frustrations
Long & complicated booking processes waste time
Forgetting service due dates & needing
last-minute appointments
Dislike for excessive form-filling or unnecessary steps
Low-Fidelity Wireframing
View Prototyping
High-fidelity prototypes are developed using design tool Figma. The prototypes showcase the app's visual design, interaction patterns, and transitions.
Click to view prototype
Visual Design
Taking into consideration the target audience's preferences and brand attributes, the visual design phase begins. The design team creates a visual identity for FreshToDoor, incorporating colors, typography, and visual elements that align with the brand's values. Attention is given to visual consistency across different screens and devices. Design guidelines and style guides are developed to maintain consistency and coherence throughout the app.
Dark Version
Conclusion
The expectations were successfully met, and stakeholders were highly satisfied with the user-centered design approach and the iterative Design Thinking process. Key decisions made throughout the journey had a significant positive impact, leading to a Green status approval to scale the Proof of Concept (POC) into a fully developed, production-ready design.
