Smartcar
Connect Insights
Connect Insights
Role: Lead product designer
Client: Smartcar
Timing: 2023-2024
Connect is the way for Smartcar customers to collect user consent. Before they can make API requests to a car, their customers needs to link their vehicles to the customer app.
Our team aimed to help customers understand at all times what is happening within connect, what issues their customers were running into when trying to connect a vehicle, and how to best resolve those issues.
Checking the results
Looking back at what we learned
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Dashboard monthly active users
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Connect related customer service calls
- Giving vehicle owners, customers, and internal teams the same information drastically reduces the back and forth needed to troubleshoot issues
- There is a major opportunity to help customers better understand what issues are most worth looking into and why
The Task
Connect is a black box
Based on a combination of feedback from customers and our own customer support crew,, the team identified an opportunity to give customers insight into the consent management flow for their applications
The 2 major goals being to
- Enable customers to understand what is happening within Connect for their vehicle owners
- Empower customers to understand where to troubleshoot, what to look into, and how to resolve issues where possible.
The Challenge
A complicated game of telephone
- Customers up till now, needed to reach out to our support team to get any information about vehicle owner activity within Connect, especially when it came to drop-off issues
- This often meant that when a vehicle owner reached out for support, the support team helping them had to reach out to Smartcar support to be able to figure out the best way to resolve whatever issue the vehicle owner ran into
- This multi step process required a lot of back and forth from all parties, and often lead to vehicle owners giving up due to the hassle
The Hurdles
Speaking the same language
Everyone had different information to rely on
- Vehicle owners saw mainly developer worded information
- Customers relied on word of mouth from vehicle owners as well as Smartcar support
- Internal teams relied on a medley of analytics from multiple sources, as well as word of mouth from Customers on behalf of vehicle owners
The Solution
Every action, all in one place, formatted for all to understand
Health check
Understand vehicle owner conversion for your application
Understand the journey
Understand every step a vehicle owner took in Connect
See the bigger picture
Dive into related session information for more context
Tips & Tricks
See exactly how to resolve issues for vehicle owners
