My Garage Feature
Collaborated with UX, marketing, and operations teams to deliver customer-friendly features that reduced friction in scheduling and purchasing, including a 'My Garage' feature to promote long-term customer engagement.
Overview
The 'My Garage' feature was a customer-centric initiative designed to reduce friction in the automotive service experience while building long-term customer engagement and loyalty at TBC Corporation.
Challenge
Customers had to repeatedly enter their vehicle information for every service appointment or purchase, creating unnecessary friction. There was no mechanism to build ongoing relationships with customers or personalize their experience based on their specific vehicles.
Solution
I led a cross-functional team including UX designers, marketers, and operations to design and build the 'My Garage' feature. This allowed customers to save their vehicle information and receive personalized recommendations, simplified scheduling, and relevant service reminders. We carefully designed the experience to add value without adding complexity.
Impact
- Reduced friction in scheduling and purchasing experiences
- Increased customer engagement through personalized vehicle recommendations
- Improved repeat customer rates through convenient vehicle management
- Enhanced customer satisfaction with streamlined service booking