We analysed app store reviews, customer surveys, facebook forums and conducted several internal user tests to come to the conclusion that this app architecture was not working.
20% car holders use the app daily (more than 50% of users multiple times per week)
Connected car features are taken for granted in 20222 in the luxury car segment
Car owners who bought their car are less likely to share their car and need more convincing to share their car
The majority of users complain about an unreliable and buggy implementation of connected car features.
Connected car features are the most appreciated features in the app
Frank and the configuration of the landing page is dislike by 37% of all interviewees
Car sharing scores low as a liked feature in the app
Customers don’t seem to understand where what features lives in the app
Before jumping into designing a potential new experience, it was key to align on the vision of the app. Based on that vision, the foundation for an improvement information hierarchy was established.
Secondly, we evaluated how effective our app was for our different users. This restructure focussed on two user groups: car holders and potential borrowers. Since Lynk & Co is the only OEM with built in car-sharing, we decided to lift this USP.
Even though we initially wanted to reuse the existing connected car features, some technical complexity made it tricky to integrate these in the new app. This allowed me to act on the known insights and redesign minimum viable versions of the existing connected car features. Again: time to market was crucial.
My pages is a place where you generally manage things like personal details, payment methods, communication preferences etc.
The goal of the revision of this section of the app is to create alignment between the structure on the website and app. Cross-platform alignment will allow support personnel to guide customers to the same place, through same UX copy and components.
Secondly, we evaluated how effective our app was for our different users. This restructure focussed on two user groups: car holders and potential borrowers. Since Lynk & Co is the only OEM with built in car-sharing, we decided to lift this USP.
The views, navigational patterns and interactions below were designed by the design team that crafted the first app.
To launch the app as soon as possible, we had to be smart with redesigning vs. reusing. To create a consistent app experience, some updates to the views were pushed through, such as buttons, icons, colours and typography.
I’m currently working on the redesign of the car sharing experience.
The newly restructured iOS app was launched in June 2023 and the Android app was launched in October 2023.
We spotted a rising trend in positive App and Play Store reviews. On various Facebook groups, where Lynk & Co enthusiasts share their experiences, we also saw an increase in customer satisfaction.
However, and this will limit the overall user experience, the data we get back from the car is not very reliable. And we’re constantly trying to work in adjusting customer’s expectations.
