Case Study - COSA Booking App
The Car Online Service Appointment (COSA) booking app helps 700K users schedule appointments to service their cars at their local dealerships.
- Client
- CDK Global
- Industry
- Automotive software
- Year
- Actionable insights
- Cross-functional communication
- Self-learner
Overview
- Car Online Service Appointment (COSA) booking app with 700K end users
- Led user experience research for this project
- A major version was recently released, but needed evaluation
- Stakeholders included the Product Manager, UX Researchers, UX Designers, and Software Engineers
Rui identified the problem in the latest major release that caused a 5% drop in the conversion rate.
UX Manager
- End users
- 700,000
- Car dealerships
- 15,000
Research questions
- What issues do users encounter with the major release?
- How does the major release impact the users’ experience with COSA?
- Does the conversion rate for completing service appointment bookings increase?
- Do daily booking appointments increase?
Research process
- Collected technical information about the recent release
- Reviewed research questions and goals with stakeholders
- Performed a benchmarking study using log analysis from Amplitude analytics data
- Identified potential user improvement opportunities
- Presented relevant and actionable insights to stakeholders
Outcomes
- Identified user issues with the latest release
- 4-5% drop off with IE and Edge browsers
- Explained a data discrepancy in the state of Mississippi
- Confirmed increase in daily bookings with a higher conversion rate