Appointment details
Appointment details
Data Analysis
DS Ranged performed the best in terms of bringing in inspections.
Our analysis revealed a significant range in quoted prices, some exceeding 20,000 AED.
We'll analyze how this range size impacts conversion rates to potentially optimize our pricing strategy.
Data Analysis
Virtual Inspection: We are currently at 5% contribution of Virtual inspection.
We observed a significant improvement in car inspection completion rates. This suggests that people were less likely to abandon the process after initially deciding to get their car inspected.
Way forward
To improve adoption of Virtual inspection, we are revamping its journey to make it more visible & seamless.
Improve our appointment slot planner as no. of booking per day will increase.
Data-driven estimates
Partnering with Data science team, we explored generating initial price estimates based on user-provided information. This motivates users to book inspections.
GCC specification
We cut the self-inspection from 13 to 6 key questions, focusing on essential details and overall condition. This ensures a quicker and more effortless experience.
Removing car variant question
We had observed that 20% of customers dropping at the variant question. Also 35-40% of customers gave their variant incorrectly
Success Matrix of A/B Test
We achieved a significant 13% increase in users entering our sales funnel
Additionally, user-to-lead generation improved by 5%, indicating a more efficient conversion process.
Highlight value proposition & Resume later Journey
Crafted a headline that grabs attention and communicates your value proposition quickly and include a clear call to action (CTA) that encourages visitors to take the next step.
"Pending actions" on the homepage lets users resume tasks easily.
Resume your car inspection
Homepage screen
Untimely inspection-schedules set-off customers against moving ahead with selling their car. Our Car jockey should be prepared to manage inspection schedules effectively.
Unfamiliarity with terminologies like ‘Car Variant’ for customers, during self-inspection, makes it difficult for the customer to understand and answer correctly
We need to simplify self-Inspection. Questions needs to be carefully chosen to gather the necessary information for a fair and accurate valuation of the car.
Timely car inspection
Car variant terminology
Self inspection questions
Trust and Transparency
Two driving factors that drive customers to sell their cars are honesty and transparency. Customers tend to hold that trust for their Car jockey over their relationship manager
Select brand
Return users data
Our share of returning users is 25%. Currently, these users have to, every time, re-initiate the journey and have no way to reach the last drop point in the journey.
Also multiple appointment IDs against one user is another use case to be addressed
Customer prefer a hassle-free selling experience that minimises their effort. This includes features to streamline paperwork, clear communication, and efficient processes.
HYPOTHESIS 4
CUSTOMERS who abandon applications mid-way through the process will be more likely to complete them if they can resume later
HYPOTHESIS 3
Offering a virtual inspection option for relatively new cars will lead to faster car procurement (improved TAT) and cost savings compared
Analysis of CC Call Dispositions Reveals
Customers frequently inquire about tentative pricing before booking a test drive for a specific car.
Primary research
From 50 cold calls, all completed the self-inspection flow. However, 60% did not progress to booking an inspection due to a lack of clarity on pricing.
HYPOTHESIS 1
Reducing the length of the self-inspection questionnaire and simplifying its complexity will lead to increase in the questionnaire completion rate.
THE CHALLENGE
Leveraging insights from our live product, we'll refine the car procurement experience for maximum efficiency and seamlessness, to stand out from the competition.
Data support
A pilot was run by business on year >2020, Odometer<75K on which no physical inspection was done. Instead the car value was assessed based on pictures/videos.
Resume your car listing
User Browsing Behaviour: 15 customers
who either abandoned the our process or are considering selling their car.
HYPOTHESIS 2
Tentative Pricing Boosts INSPECTION Bookings
Other information
THE DISCOVERY
PRIMARY RESEARCH INSIGHTS
Success Matrix of A/B Test
Overall it was a successful A/B. The variant performed 38% better than control
Completion the self inspection journey was increase by 38%
Lead to Appointment booking funnel also increased by 14%
Data evidence
Low Seller Truthfulness Index for exterior condition questions - ~45% (Dec ‘21 Average) of the sellers gave inaccurate responses for the current 4 exterior based question
Mismatch in car variant is high (~40%). In Dubai, car variant specifications aren't explicitly listed on registration documents.
We observed a high (~18%) mismatch in odometer readings. The current system limitation of a 120,000 km maximum value likely contributes to this issue.
Seamless booking inspection process
Enter location
Car year
THE FRAMEWORK
OUR DESIGN DIRECTION
Enter complete address
Customers require assurance with the transaction and transfer of ownership to be conducted securely
Select date and time
Reduced self inspection questions, improved flow
My Role
Select odometer
Conversion Gap
Only 49% of leads generated through our product complete the self-inspection flow. This represents a significant conversion gap that we're actively looking to improve.
Select model
We encourage users to book inspections within 2 days, a timeframe proven to increase conversions through our app. This promotes user engagement and successful transactions.
Schedule car inspection
Schedule car inspection
Optimising the "CARS24 UAE Sell Your Car Online" Experience
Imagine selling your car online, from the comfort of your couch, in minutes. That's exactly what CARS24 UAE made possible with the launch of its "Sell Your Car Online" service in November 2021. This innovative solution prioritized user experience, simplifying the car-selling process for thousands of customers.But the story doesn't end there. We're committed to continuous improvement and data-driven growth.
This case study dives into how CARS24 UAE is strategically optimizing the "Sell Your Car Online" service, putting users first while maximizing growth potential in 2022.
Voice of the Customer: We analyzed customer care agent calls, WhatsApp conversations, and CC chat logs.
Direct Customer Outreach: 50 cold calls
who dropped off at various stages within the car selling funnel.
This case study highlights my skills in:
User research and data analysis
Identifying customers pain points
Designing solutions that improve customer experience
Measuring the impact of design decisions
My goal was to understand these drop-off points and design a customer experience that addressed customer needs, ultimately leading to more car inspection bookings. This directly contributed to CARS24's business goals.
A swift and efficient transaction is highly valued by customers, to avoid the process to prolong unnecessarily, enabling them to move ahead promptly.
Timely Transaction
Fair Car Price
Customers need a reasonable and competitive price for the car they set out to purchase. Most customers arrive with set price-range in mind.
Convenience
Safety and Security
This research was conducted by a team consisting of a user researcher, a product manager, and myself. The research method followed:
Significant increase ~13% in users entering our sales funnel
User-to-lead generation improved by 5%, indicating a more efficient conversion process.
Completion the self inspection journey was increase by 38%
Lead to Appointment booking funnel also increased by 14%
Virtual inspection has given 4% boost in Inspection booking.
Additionally Buyer- Seller overlap on the app has increased by introducing bottom navigation.
Final price after inspection
Post price acceptence
Accurate Expectations & Transparency
We strive to ensure the final valuation closely aligns with the initial estimate, minimizing potential disappointment and also transparency when it comes to pricing and fees associated with us
Success Metrics
Higher Expected margin per car procured in UAE procurement business without customer disappointment
For confidentiality reasons I have omitted the actual values for these metrics.
THE IMPACT
PROCURing approx. 300-350 cars/month
To comply with my non-disclosure agreement, I have omitted and obfuscated confidential information in this case study. The information in this case study is my own and does not necessarily reflect the views of CARS24
Our high level goals were to:
Understand the current challenges and make it fast and easy for user to book car inspection online.
Give transparency to the customers in the valuation process, clear communication throughout the sale.
Provide flexibility for customers to choose their preferred inspection.