From breakdown stress to seamless service—anytime, anywhere.

Designing an online platform that simplifies how people book, track, and manage their automobile services—especially during unexpected breakdowns where time, availability, and support become critical.

The solution focuses on creating a reliable, end-to-end experience that not only helps users book services easily but also ensures transparency through tracking, timely updates, and accessible support—bridging the gap between vehicle owners and service providers.

Solving for moments that matter most

Vehicle issues rarely happen at convenient times.

By the end of this project, users could:

• Book services instantly—even during breakdowns

• Access pickup & drop facilities without hassle

• Track their vehicle service in real-time

• Receive timely updates instead of waiting blindly

• Get support when something goes wrong

• Avoid delays caused by spare parts or poor coordination

What was once a stressful, uncertain experience became predictable and manageable.

What changed

The experience shifted from:

• Uncertainty → Clarity

• Long waiting times → Faster coordination

• No updates → Real-time tracking

• Offline dependency → Digital convenience

Users moved from “What’s happening with my vehicle?”
to “I know exactly what’s going on.”

Why this needed to exist

From research and user conversations, a few consistent pain points emerged:

• Difficulty finding mechanics during sudden breakdowns

• Long waiting times with no visibility or updates

• Lack of customer support and accountability

• No access to pickup & drop services

• Delays due to spare parts unavailability

• Poor time management across service workflows

There was a clear gap between service availability and user expectations.

Research-driven approach

Over 14 weeks, the project was built on strong research foundations:

User Research

• Conducted 15 in-depth user interviews

• Focused on real experiences, frustrations, and expectations

• Explored both existing platform usage and offline behaviors

Key questions explored

• Service frequency and habits

• Experience with online booking platforms

• Breakdown scenarios and response challenges

• Preference for doorstep services

• Transparency and communication gaps

Key insight

Users don’t just want a way to book services—they want:

Reliability, visibility, and control during uncertain situations.

Designing the solution

The platform was designed as a complete service ecosystem, not just a booking tool.

Core experience

• Easy service booking flow

• Breakdown assistance support

• Pickup & drop scheduling

• Real-time service tracking

• Notifications and updates

• Customer support integration

Structuring the experience

To ensure usability and clarity, the process included:

• Affinity Mapping to identify patterns

• Persona & Empathy Mapping to understand users deeply

• User Journey Mapping to uncover friction points

• Card Sorting & Information Architecture for structure

• User Flows to simplify navigation

• Wireframing → Visual Design → Usability Testing

What I worked on

• User Research & Interviews

• Design Strategy & Problem Framing

• Competitive Analysis

• Information Architecture

• End-to-end UX & UI Design

• Usability Testing

Delivered across 20+ screens, covering the full user journey.

Beyond just booking

This wasn’t just about scheduling a service.

It was about designing for:

• Emergency situations (breakdowns)

• Trust and transparency

• Time-sensitive decisions

• Real-world constraints (availability, parts, delays)

From chaos to control

What started as:

• Stressful

• Unpredictable

• Poorly managed

Became:

• Structured

• Trackable

• User-controlled

The experience shifts from “I hope this gets fixed soon”
to “I know exactly what’s happening and when.”