Mercedes
2021
Product Design
From Drop-Off to Drive-On: Elevating the ServiceCare Journey for Mercedes-Benz
I collaborated with Publicis Sapient as Lead Designer to help Mercedes-Benz UK address a critical challenge: over 90% of users were abandoning the journey when exploring ServiceCare plans online. After conducting user interviews, analysing pain points, and testing the existing site, I redesigned the journey to make ServiceCare plans more intuitive and user-friendly.
The new design featured a streamlined navigation, enhanced integration with Mercedes-Benz’s design system, and a clear, user-centric presentation of service options. The result was a seamless experience that instils confidence in users while significantly improving conversions.
