Automating CARS24 Partners app onboarding
Automating CARS24 Partners app onboarding
Automating CARS24 Partners app onboarding
Transforming a 3 day manual process to a 5-minute DIY experience
Transforming a 3 day manual process to a 5-minute DIY experience
Transforming a 3 day manual process to a 5-minute DIY experience
The Challenge
The Challenge
The Challenge
Cars24's partners app onboarding was a major friction point preventing rapid business growth. New dealers faced a frustrating 2-3 day wait of document verification with multiple touchpoints of empty states, creating doubt about the platform before they could even explore it.
Cars24's partners app onboarding was a major friction point preventing rapid business growth. New dealers faced a frustrating 2-3 day wait of document verification with multiple touchpoints of empty states, creating doubt about the platform before they could even explore it.
Cars24's partners app onboarding was a major friction point preventing rapid business growth. New dealers faced a frustrating 2-3 day wait of document verification with multiple touchpoints of empty states, creating doubt about the platform before they could even explore it.
Research & Strategy
Research & Strategy
Research & Strategy
I mapped users across two key dimensions to understand primary audience:
I mapped users across two key dimensions to understand primary audience:
I mapped users across two key dimensions to understand primary audience:
Key insight: 98% of leads were proprietorship dealers, making them our primary focus for MVP.
Key insight: 98% of leads were proprietorship dealers, making them our primary focus for MVP.
Key insight: 98% of leads were proprietorship dealers, making them our primary focus for MVP.
Through stakeholder interviews and data analysis, I identified core frustrations:
Through stakeholder interviews and data analysis, I identified core frustrations:
Through stakeholder interviews and data analysis, I identified core frustrations:
"I don't feel motivated enough to complete the onboarding."
"The steps are confusing."
"I'm scared to give the security deposit."
"Onboarding takes too long."
"I don't feel motivated enough to complete the onboarding."
"The steps are confusing."
"I'm scared to give the security deposit."
"Onboarding takes too long."
"I don't feel motivated enough to complete the onboarding."
"The steps are confusing."
"I'm scared to give the security deposit."
"Onboarding takes too long."
Key Problems Identified
Key Problems Identified
Key Problems Identified
Long wait times: Manual verification taking 2-3 days
High dependency: KAMs handle every step manually
Limited exploration: Users couldn't see car listings without full onboarding
Unclear progress: No visibility into verification status
Trust issues: Giving security deposit at last creates skepticism
Long wait times: Manual verification taking 2-3 days
High dependency: KAMs handle every step manually
Limited exploration: Users couldn't see car listings without full onboarding
Unclear progress: No visibility into verification status
Trust issues: Giving security deposit at last creates skepticism
Long wait times: Manual verification taking 2-3 days
High dependency: KAMs handle every step manually
Limited exploration: Users couldn't see car listings without full onboarding
Unclear progress: No visibility into verification status
Trust issues: Giving security deposit at last creates skepticism
Glipmse into Ideation
Glipmse into Ideation
Glipmse into Ideation
Before the final designs, a lot of ideation was done, and iterations were made.
Before the final designs, a lot of ideation was done, and iterations were made.
Before the final designs, a lot of ideation was done, and iterations were made.
Final Design Decisions
Final Design Decisions
Final Design Decisions
Build trust through transparency: Show progress, provide early platform access, and communicate clearly
Flexible flow: Allow users to start uploading any document for KYC and continue seamlessly
Instant feedback: Real-time verification status of documents
Guided experience: Introduce the Autonaut mascot for support
Progressive disclosure: Introduced security deposit transparently, explaining the what, why, and refundability to build trust
Build trust through transparency: Show progress, provide early platform access, and communicate clearly
Flexible flow: Allow users to start uploading any document for KYC and continue seamlessly
Instant feedback: Real-time verification status of documents
Guided experience: Introduce the Autonaut mascot for support
Progressive disclosure: Introduced security deposit transparently, explaining the what, why, and refundability to build trust
Build trust through transparency: Show progress, provide early platform access, and communicate clearly
Flexible flow: Allow users to start uploading any document for KYC and continue seamlessly
Instant feedback: Real-time verification status of documents
Guided experience: Introduce the Autonaut mascot for support
Progressive disclosure: Introduced security deposit transparently, explaining the what, why, and refundability to build trust
Technical Considerations
Technical Considerations
Technical Considerations
Backend strategy: The legacy internal tool couldn't support automated flows, so I collaborated with the product team and developers to design requirements for a new, scalable panel.
API integration strategy: Designed the flow to accommodate real-time document verification APIs, penny verification for bank accounts, and business proof generation for dealers with the document.
Backend strategy: The legacy internal tool couldn't support automated flows, so I collaborated with the product team and developers to design requirements for a new, scalable panel.
API integration strategy: Designed the flow to accommodate real-time document verification APIs, penny verification for bank accounts, and business proof generation for dealers with the document.
Backend strategy: The legacy internal tool couldn't support automated flows, so I collaborated with the product team and developers to design requirements for a new, scalable panel.
API integration strategy: Designed the flow to accommodate real-time document verification APIs, penny verification for bank accounts, and business proof generation for dealers with the document.
Future Scope
Future Scope
Future Scope
Expand to other dealership types, as here the focus was on proprietorship dealerships, which comprise 98% of the leads.
Introduce UPI options for penny verification, as entering bank details is still a friction point.
Explore the option of video KYC for a faster process.
Expand to other dealership types, as here the focus was on proprietorship dealerships, which comprise 98% of the leads.
Introduce UPI options for penny verification, as entering bank details is still a friction point.
Explore the option of video KYC for a faster process.
Expand to other dealership types, as here the focus was on proprietorship dealerships, which comprise 98% of the leads.
Introduce UPI options for penny verification, as entering bank details is still a friction point.
Explore the option of video KYC for a faster process.
Let's make something incredible together
Let's make something incredible together
