myC&C App Redesign
From Car Servicing Booking to a Super App
myC&C App is getting an upgrade to unify Cycle & Carriage's service under one mobile app. Not only the super app present new opportunites but also offer a more intergrated user experience.
What it used to be
The main purpose of myC&C mobile app used to be focus around the aftersales business - to make car servicing appointment booking base on real-time availablity. If you have an account, the app shows you when your next car servicing is due and also keep a record of your servicing history. It also keep tracks on your servicing packages and servicing credits.
Pain Point
Limited customer base.
Signing up for an account is only for Cycle & Carriage New Car Owners. Pre-owned cars owners and car owners of another car brands outside C&C are unable to sign up for the account.
Sign-up process is not seamless.
The sign up process is not seamless. The user will have to sign up from the app and verify the account from the web and then have to go back to the app to log in with the sign up credientials.
Credential are often forgotten.
For real, how often do we need to use the car servicing app? After a long time of inactivity, users often forgot their login details and unable to sign in. Although the users can use the forgot password feature to reset the password, but its abit of effort for the user to log in just to make a car service booking.
Other challenges
Low usage
Car owners only uses the mobile app when car servicing is required, about once every 6 months.
Low engagement level
Other than making service appointment booking thru the mobile app, hence there is very low engagement with the brand.
Objectives
To create a more holistic experience thru bringing more Cycle & Carriage services into the mobile app.
Addressing user's pain point in the signup and login experience.
Redesigning our UX, visual and structure hierarchy and a more scalable UI design.
Login with mobile number and OTP
Users can choose between ID/Password login or via Mobile Number and OTP.
Mobile number login has a distinct advantage over email & password because the phone tenders to be a much more unique identifier. Moreover, this eliminate one of the user's pain point which is to remember the password for logging in.
Managing your car with the new dashboard
The first fold has been optimised to include more content. Existing and new features are now displayed in a form of a quick links where the user can easily see them at a glance. Banners are also more visible to upsell relatable Cyclce & Carriages services.
Discover more Cycle & Carriages Services
In this new section, the users can find a wide range of new features and services for all aspect of car ownership ecosystem. These includes valet services, find car parking, car sharing and topping up your EZ-link Card. It is also a intergrated platform for buying new or used cars, car rental or even selling your cars.
myC&C app is for anyone
myC&C app is for anyone
Not just Cycle & Carriage new car owners gets an account, anyone can sign up for one!
Non C&C car owners can sign up for an account and add their cars.
New C&C car owners gets an account right away after they have done with the sales agreement.
Customers can track their car purchase journey.
User testing
To validate our design, we interviewed 10 participants with a prototype - a mix of current app users and users who own cars that does no belongs to Cycle & Carriage.
"When is this new version coming?
I want to use this."
myC&C App user who owns a Kia Cerato, 38 year old
However, there are mix reactions about including other C&C services into the app, such as buying or renting a car. Some participants feel that its a good to have feature while some participants feel that its irrelevant to them. But its definately good exposure for the business to showcase more of their offerings, to even trying to onboard non car owners.
