RSL Super App
RSL Super App revolutionizes luxury transportation by uniting premium ride services, car rentals, and lifestyle features in one seamless platform. It delivers a stylish and convenient solution for all mobility needs, from booking rides to renting cars and accessing exclusive services.
Goals to be achieved
Uniformity
Users should be able to use all dashboard features on app as well.
Help & Support
Create seamless help and support for users to for self help and tracking queries.
Better UX
Ultimate goal is to ease the user experience of complete application.
Cross & Up Selling
Users to be informed about all the new and existing features they can get hands on.
Design vision
To revolutionize the RSL application, our design vision is to seamlessly transition complex design to user centric mobile view. By prioritizing user experience enhancements, we aim to not only retain but elevate user satisfaction, reducing churn rates and establishing RSL as the RSL Super APP platform for elite rides, travel and tourism.
Idea & conceptualization
I have used MoSCoW analysis for my idea prioritizations. This method helped me clustering in groups.
Must have
Should have
Intuitive and user friendly interface for quick navigation
Enhanced payment methods
Refund and dispute resolution feature
Real time driver tracking
Cross Selling and Up selling from other services
Immediate help and support
Make other services more visible to the user
Similar web and mobile view
Transparent pricing
Digital wallet
Whatsapp chat support
Payment integration with popular services like Apple Pay or Google Pay
Flexible booking options
Personalized recommendations based on user preferences
User reviews and ratings
responsive customer support
Could have
Won’t have
Discount and deals
Social media integration
Offline access to some features like pricing and term and condition.
Reward program
Complex user interface
Native sign up
Multi currency payments
Important Findings
20K
Decrease in MAU
from Jan to Sep
2023
12%
Decrease in product engagement
12.5 Lac
Users came to app homepage
83K
Visited activities and other service pages
63K
User tried using service in app
40K
Users are using the product monthly basis
Based on rollout to 30% users in Oct - Dec 2023
75%
Increase in MAU
from Oct to Dec
2023
55%
Increase in product engagement
30k
Users came to app homepage
28K
Visited activities and other service pages
32K
User tried using service in app
28K
Users are using the product monthly basis
Discover
Define
Problem identification
User persona
Extracting user needs
Analyzing user sentiments
Understanding the problem
Secondary research
Primary Research
User interview
Problem
Ideation & conceptualization
Design vision
Information architecture
High fidelity screens
Prototyping
User testing
Develop
Discover
Solution
Problem Definition
Strategy
Execution
Discover
Define
Problem identification
User persona
Extracting user needs
Analyzing user sentiments
Understanding the problem
Secondary research
Primary Research
User interview
Problem
Ideation & conceptualization
Design vision
Information architecture
High fidelity screens
Prototyping
User testing
Develop
Discover
Solution
Problem Definition
Strategy
Execution
New
Old
Problem identification
Many consumers struggled to manage travel schedules, including cab bookings, visas, staycations, and car rentals within the existing RSL app, leading to support delays and frustration. Analysis revealed bad user experience contributed 30.87% to negative sentiment. Additionally, lack of awareness about the Super RSL App was prevalent among customers and merchants.
Discover
Develop
Define
Discover
Problem identification
Ideation & conceptualization
Design vision
Information architecture
User persona
High fidelity screens
Prototyping
User testing
Extracting user needs
Analyzing user sentiments
Understanding the problem
Secondary research
Primary Research
User interview
Problem
StraTegy
Execution
Problem Definition
Solution
Problem identification
Many consumers struggled to manage travel schedules, including cab bookings, visas, staycations, and car rentals within the existing RSL app, leading to support delays and frustration. Analysis revealed bad user experience contributed 30.87% to negative sentiment. Additionally, lack of awareness about the Super RSL App was prevalent among customers and merchants.
New
Old
Many consumers struggled to manage travel schedules, including cab bookings, visas, staycations, and car rentals within the existing RSL app, leading to support delays and frustration. Analysis revealed bad user experience contributed 30.87% to negative sentiment. Additionally, lack of awareness about the Super RSL App was prevalent among customers and merchants.
Problem identification
32%
CURRENT PRODUCT
ENGAGEMENT
App Users
Visited Service
Section
Visited one or
more section
Engaged with
one or more
products
125560
84040
62300
40850
100%
66%
50%
32%
Rent a car
5%
Staycation
3%
Holidays
2%
Activities
8%
Cab
Service
80%
Analyzing user sentiments
After going through the Google Play store and App Store reviews & support escalations we
identified four main themes to focus on when solving the problem
32%
CURRENT PRODUCT
ENGAGEMENT
App Users
Visited Service
Section
Visited one or
more section
Engaged with
one or more
products
125560
84040
62300
40850
100%
66%
50%
32%
32% Churn on accessing the service section, Hence Discovery is an issue (Opportunity loss due to missing quick actions)
Rent a car
5%
Staycation
3%
Holidays
2%
Activities
8%
Cab
Service
80%
While the user who were using the application were only using the cab service, not the rent a car feature or staycation, activity features. This was identified as per the data captured from events clocked on the app.
Analyzing user sentiments
After going through the Google Play store and App Store reviews & support escalations we
identified four main themes to focus on when solving the problem
32% Churn on accessing the service section, Hence
Discovery is an issue (Opportunity loss due to missing quick actions)
While the user who were using the application were only using the cab service, not the rent a car feature or staycation, activity features. This was identified as per the data captured from events clocked on the app.
Cab
Service
80%
Rent a car
5%
Staycation
3%
Holidays
2%
Activities
8%
App Users
Visited Service
Section
Visited one or
more section
Engaged with
one or more
products
125560
84040
62300
40850
100%
66%
50%
32%
32%
CURRENT PRODUCT
ENGAGEMENT
Data from past
365 days
Analyzing user sentiments
After going through the Google Play store and App Store reviews & support escalations we
identified four main themes to focus on when solving the problem
Goals to be achieved
Uniformity
Users should be able to use all dashboard features on app as well.
Help & Support
Create seamless help and support for users to for self help and tracking queries.
Better UX
Ultimate goal is to ease the user experience of complete application.
Cross & Up Selling
Users to be informed about all the new and existing features they can get hands on.
Design vision
To revolutionize the RSL application, our design vision is to seamlessly transition complex design to user centric mobile view. By prioritizing user experience enhancements, we aim to not only retain but elevate user satisfaction, reducing churn rates and establishing RSL as the RSL Super APP platform for elite rides, travel and tourism.
Idea & conceptualization
I have used MoSCoW analysis for my idea prioritizations. This method helped me clustering in groups.
Must have
Should have
Intuitive and user friendly interface for quick navigation
Enhanced payment methods
Refund and dispute resolution feature
Real time driver tracking
Cross Selling and Up selling from other services
Immediate help and support
Make other services more visible to the user
Similar web and mobile view
Transparent pricing
Digital wallet
Whatsapp chat support
Payment integration with popular services like Apple Pay or Google Pay
Flexible booking options
Personalized recommendations based on user preferences
User reviews and ratings
responsive customer support
Could have
Won’t have
Discount and deals
Social media integration
Offline access to some features like pricing and term and condition.
Reward program
Complex user interface
Native sign up
Multi currency payments
Uniformity
Users should be able to use all dashboard features on app as well.
Help & Support
Create seamless help and support for users to for self help and tracking queries.
Better UX
Ultimate goal is to ease the user experience of complete application.
Cross & Up Selling
Users to be informed about all the new and existing features they can get hands on.
Goals to be achieved
Design vision
Idea & conceptualization
To revolutionize the RSL application, our design vision is to seamlessly transition complex design to user centric mobile view. By prioritizing user experience enhancements, we aim to not only retain but elevate user satisfaction, reducing churn rates and establishing RSL as the RSL Super APP platform for elite rides, travel and tourism.
I have used MoSCoW analysis for my idea prioritizations. This method helped me clustering in groups.
Must have
Could have
Should have
Won’t have
Intuitive and user friendly interface for quick navigation
Enhanced payment methods
Refund and dispute resolution feature
Real time driver tracking
Cross Selling and Up selling from other services
Immediate help and support
Make other services more visible to the user
Similar web and mobile view
Transparent pricing
Digital wallet
Whatsapp chat support
Payment integration with popular services like Apple Pay or Google Pay
Flexible booking options
Personalized recommendations based on user preferences
User reviews and ratings
responsive customer support
Discount and deals
Social media integration
Offline access to some features like pricing and term and condition.
Reward program
Complex user interface
Native sign up
Multi currency payments
Based on rollout to 30% users in Oct - Dec 2023
Important Findings
75%
Increase in MAU
from Oct to Dec
2023
55%
Increase in product engagement
30k
Users came to app homepage
32K
User tried using service in app
28K
Visited activities and other service pages
28K
Users are using the product monthly basis
20K
Decrease in MAU
from Jan to Sep
2023
12%
Decrease in product engagement
12.5 Lac
Users came to app homepage
63K
User tried using service in app
83K
Visited activities and other service pages
40K
Users are using the product monthly basis
