Carvuk
User journeys and insights shaping a clearer, confidence-building Carvuk app.
What it is
A research-led project with Carvuk mapping the vehicle-maintenance journey to find where confidence drops—so the product can guide clearer, calmer decisions.
Research approach
Interviews with customers and drivers, short polls, and ride-along shadowing during real services. Findings were synthesized into personas and journey maps across pre and during service.
Key insights
Trust dips at three moments: before service (vague expectations and timing), during service (opaque status and split channels), and after service (evidence and next steps scattered). The app should deliver the immediacy of face-to-face clarity without spawning off-platform chats.
Design directions
Stage-based notifications with clear next actions; a single progress tracker from pickup → workshop → return; verifiable driver/workshop profiles; photo evidence and checklists; and bite-sized explanations right at decision points.
Outcome
Personas, journey maps, and interface concepts that turn scattered updates into a guided path—improving transparency and confidence for customers and drivers.