As part of a collaborative course with the automotive tech company Carvuk, we conducted an in-depth user research project to uncover pain points and opportunities across the vehicle maintenance experience. Our team carried out interviews, polls, and shadowing sessions with both users and drivers, mapping out real service journeys to better understand behaviors, expectations, and trust barriers.

From this research, we developed detailed user personas and journey maps, identifying key moments where communication and confidence often break down. These insights informed a set of interface visualizations that reimagine how the Carvuk app could support users—through proactive notifications, educational prompts, and a personalized service dashboard. The project demonstrates how strategic research and service design can enhance not just usability, but also user trust in tech-mediated services.