FlexClub is a vehicle subscription marketplace serving South Africa and Mexico markets for B2C and B2B.
We needed to find a solution to influence members' behaviour in order to reduce risk and increase the collection rate of subscription fees and other charges that users generate while driving. The project also implicated partnering with a driving track technology and integrating it into our customer journey.
Product Designer & researcher
The team & stakeholders: Product manager, Finance, Analytics, Engineering team, Operations & Customer Support.
> Increase collection rate
> Reduce business risk
> Increase retention
> Validate driving technology
> Have the safer drivers in the market.
Design Thinking - Lean UX.
Discovery - Ideation - Testing - Design - Research
PROBLEM & HYPOTHESIS
Members are unaware of extra monthly sundries charges since FlexClub offers an all-inclusive fee. It is not difficult for members to get into debt due to unexpected sunrise charges, which generate a risk for the business. Most of the sundries charges come from unresponsible driving behaviours and overdue payments.
We believe that rewarding users for their payment and driving behaviour will increase the monthly collection rate and reduce business risk.
We will integrate driving tracking technology and reward users for their behaviour. We will create a rewards program and include it on the personal user dashboard.
We will consider that the hypothesis is validated if users improve their driving and payment behaviours and regularly engage with the program while the business increases the collection rate.
STYLES & STATES
pROCESS DETAILS COMING SOON
IDEATION - TESTING - DESIGN & RESEARCH