Sarang
Shukla
Intutive Mobile Experience
Relationships
Capricorns, influenced by Saturn, prioritize maturity, responsibility and boundaries in relationships, seeking partners who reflect these qualities for stable connections. In 2024, you must confront Saturn-induced challenges like emotional guardedness, fostering vulnerability for deeper bonds and growth. Work on opening up and being more vulnerable with partners.
Service Page Comparision
Relationships
Capricorns, influenced by Saturn, prioritize maturity, responsibility and boundaries in relationships, seeking partners who reflect these qualities for stable connections. In 2024, you must confront Saturn-induced challenges like emotional guardedness, fostering vulnerability for deeper bonds and growth. Work on opening up and being more vulnerable with partners.
Service discovery 2nd fold
Self
Capricorns are known for their strong work ethic and ambition. This year may bring opportunities for career advancement, particularly with dedication and perseverance. Financially, it could be a year of stability and gradual growth but you should still be cautious with investments and expenses. In general, 2024 is a good time for self-reflection and setting new intentions.
At a glance
DZR auto repair delivers professional vehicle servicing, diagnostics, and repairs through a transparent, digitally driven platform designed for convenience and trust. The website enables clear service selection, upfront pricing, online booking and payments, DVLA-verified vehicle identification, and specialist electric and hybrid vehicle expertise, all supported by full compliance with UK consumer and warranty regulations.
What are we solving
The What
DZR auto repair is a professional vehicle servicing and repair business in Edinburgh, specialising in transparent pricing, efficient diagnostics, and expert care for electric, hybrid, and traditional vehicles.
Motivations & targets
The Way
Why a Digital-First Experience Matters
-
Build trust before customers visit.
-
Hassle free service booking experience.
-
Remove uncertainty with transparent services and pricing.
-
Support mobile-first, on-the-go customers.
-
Improved communication with customers.
Research & Analysis
The How
As a UX designer, my focus is on clarity, speed, and trust—key needs for customers booking vehicle services.
I start by understanding both user needs (urgent repairs, clear pricing, trust) and business goals (bookings, efficiency). I research customer pain points through reviews and competitor analysis, then define the main user journeys such as booking a service, getting a quote, or contacting the garage.
Next, I structure information clearly so services are easy to find, and design mobile-first wireframes that prioritise fast booking and clear actions. I test usability to remove friction, apply a clean and trustworthy visual design, and continuously improve the experience using real user behaviour and feedback
Strategy & Planing
The Findings
Based on user feedback and competitive analysis, I finalised UX patterns and features.
-
Organise services clearly with simple navigation.
-
Short lead capture form.
-
Building trust with clear pricing and service comparison.
-
Mobile-first approach focused on speed and clarity.
-
Whats app chat integration for quick collaboration.
UX Patterns
UX Patterns
Lead Capture Form
Designed to increase conversions without sacrificing trust.
The product needed to capture leads without disrupting the user experience. competitors either asked for too much information and fail to communicate clear value, leading to low form completion and user drop-off
-
High friction during form interaction
-
Low conversion at high-intent touchpoints
-
Mismatch between user expectations and business goals
-
Understanding User Intent.
UX Design Decisions.
-
Progressive disclosure: Limited initial fields to essential information only.
-
Clear value proposition: Explicitly stated benefit.
-
Microcopy & trust signals: Added privacy reassurance, inline validation, and helpful error messaging.
-
Form simplicity: Reduced cognitive load with clear labels, logical field order, and mobile-friendly inputs.
Validation & Iteration
-
Conducted usability testing to identify friction points.
-
Iterated on field count, copy tone, and CTA clarity based on user feedback and early performance signals.
-
User Impact
-
Faster and more intuitive form completion
-
Improved trust and clarity around data usage
-
Reduced frustration during lead capture
Business Impact
-
Higher volume of qualified leads
-
Improved lead quality for follow-up teams
-
Stronger alignment between UX and conversion goals
-
+23% Form completion rate.
+78% Lead conversation rate.
–45s Avg. completion time.
–09% Drop-off rate.
Comparision Cards
Designed to reduce decision friction through transparency.
Users struggled to understand service differences and pricing, leading to hesitation, repeated comparisons, and drop-off during the decision phase. From a business perspective, lack of pricing clarity resulted in low-intent leads and increased support queries.
-
Hidden or unclear pricing created mistrust
-
Too much information made comparison difficult
-
Users delayed decisions or abandoned the flow
-
Clarifying User Needs
-
Identified that users wanted quick answers to three questions:
What’s included? How much does it cost? Which option is right for me?
UX Design Decisions
-
Comparison cards: Displayed services side by side to reduce cognitive load.
-
Upfront pricing: Surfaced cost early to set expectations and build trust.
-
Concise content: Highlighted only key differentiators instead of long descriptions.
-
Visual hierarchy: Emphasized price, primary features, and CTAs using typography and spacing.
-
Clear CTAs: Used action-oriented buttons aligned with user intent (e.g., “Choose plan”).
Validation & Refinement
-
Reviewed usability feedback to ensure information was scannable and unambiguous.
-
Iterated on copy length, feature grouping, and CTA clarity to minimize decision friction.
-
User Impact
-
Faster and more confident decision-making
-
Reduced confusion and comparison effort
-
Increased trust through pricing transparency
Business Impact
-
Higher-intent users entering the funnel
-
Improved conversion from consideration to selection
-
Fewer pricing-related support requests
-
-13% Time to decision.
+37% Section engagement
–55% Bounce Rate.
MOT service packages
General servicing comparision
Simple Navigation
Designed to turn exploration into orientation
Users struggled to quickly understand available services due to complex navigation and unclear labels. Important offerings were buried deep in the menu, increasing friction, confusion, and early drop-offs. From a business perspective, key service pages were under-discovered
-
Too many navigation levels created friction
-
Ambiguous labels slowed decision-making
-
Core services lacked visibility
-
UX Strategy
Make services visible, understandable, and reachable in one glance.
UX Design Decisions-
Flattened navigation structure: Reduced depth to surface key services immediately.
-
Upfront service exposure: Displayed primary offerings directly in the main navigation.
-
Minimal information: Provided only essential context to support fast scanning.
-
Consistent hierarchy: Grouped services logically to reduce cognitive load.
Validation & Refinement
-
Tested findability and comprehension with quick usability checks.
-
Iterated on labeling and grouping to ensure clarity across devices
-
User Impact
-
Faster orientation and service discovery
-
Reduced effort and frustration while navigating
Business Impact
-
Increased visibility of priority services
-
Higher engagement with service pages
-
+100% Service page visit.
-78% Navigation Errors.
+55% Task success rate.
Primary Navigation (Desktop)
Primary Navigation (Mobile)
Micro Interaction
Designed to silently guide user with purposeful responses to user actions—such as button states, form feedback, hover effects, or loading indicators
Users experienced uncertainty and friction during key interactions such as form submission, navigation, and services selection. Lack of feedback led to repeated actions, errors, and drop-offs, while the interface felt unresponsive and less trustworthy
-
Users were unsure if actions were successful
-
Errors were noticed too late or not clearly explained
-
Waiting states felt slow and frustrating
-
Identifying Friction Points
-
Analyzed user flows to find moments of hesitation, errors, or abandonment.
-
Focused on high-impact interactions such as clicks, form inputs, and system feedback.
UX Design Decisions
-
Immediate feedback: Added visual responses for clicks, taps, and submissions.
-
Guidance cues: Used hover states, transitions, and focus indicators to signal interactivity.
-
Error prevention & recovery: Introduced inline validation and subtle error animations.
-
Perceived performance: Implemented loaders and progress indicators to manage wait times.
-
Delight with purpose: Applied subtle motion to enhance clarity without distraction.
Validation & Refinement
-
Tested interaction clarity and responsiveness with users.
-
Refined timing, motion intensity, and placement to avoid cognitive overload.
-
User Impact
-
Increased confidence that actions were recognized
-
Reduced confusion and interaction errors
-
Smoother, more intuitive task completion
Business Impact
-
Lower abandonment during critical flows
-
Higher engagement and satisfaction
-
Stronger perception of product quality
-
-63% Error Rate.
+55% User satisfaction score (CSAT)
Guide user attention
highlight what’s interactive and what to do next
Button states hover effect
Users instantly know their action was recognized
Increase Perceived Performance
Playful animations and progress indicators maximise user engagement and make wait times feel shorter
Create Emotional Engagement
Delightful, subtle animations make interactions feel human it builds trust and makes experience memorable.