Launched June 2018
Our goal was to notify users when and why their trips were not recording with a suggested resolution. We hypothesized that users would record more of their trips leading to fewer trip recording complaints and increased retention.
As the lead UX researcher, I created a remote user test to test push notification strategies. As the lead UX designer and supporting visual designer, I led design critique sessions and concept brainstorming workshops, built high-fidelity visual mock-ups, wrote all copy, and decided on troubleshooting tips ordering logic. Our lead visual designer, Carolina Rago, defined the app's style guide and adjusted my mocks to meet brand standards.
The existing experience showed the user a pop-up if they opened the app while location services were disabled and also gave the user an alert banner on the home screen.
Our metrics for success included: increasing 7-day retention, increasing activation, and decreasing support requests.
Our workshop ideation prompt was: "How might we notify users when and why their trips are not recording while also including a suggested resolution?"
The A/B test of this solution proved to increase activation by 5% and decrease trip recording support requests by approximately 50%.