As a component of a larger digital-first strategy, the Customer App enhances the customer journey from booking to post-service follow-up.
I led the product strategy and design to create an all-new experience for Safelite customers.
Research indicated that customers were reluctant to download an app for a one-time event. Rather than pointing them to an app store, customers can initiate an Apple App Clip or Android Instant App directly from an email, text message, or the website.
This allows Safelite to utilize the advantages of native code—such as dynamic notifications, tracking, and APIs—without imposing an unwanted task on the customers.
Safelite customers must provide their vehicle identification number (VIN) to confirm the correct parts before their appointment.
To make it more convenient, Safelite employs AI and image recognition technology to identify and validate the VIN using the phone's camera.
Customers with mobile service appointments have the ability to track their technician and receive a real-time estimated time of arrival.
For appointments at the shop, customers can check-in and choose to wait in the lobby or their vehicle. Once checked-in, customers can track and learn about of each stage of their vehicle's service.
To stand out from other email and SMS messages, customers receive interactive Safelite-branded notifications containing tips on preparation and necessary time-sensitive actions.
To improve the post-service experience, customers can access details of past appointments, including specifics of the service, receipts, and relevant warranty information.
