Goal: RepairPal and Yelp partnered to assist consumers looking to get an accurate repair estimate and book repair services online with a reputable shop in their area.

Process: 1. Analyzed a similar flow on the dot com product. 2. Found and addressed drop-off points. 3. User tested adjustments 4. Rolled out iframe on the Yelp platform 5. Measured results.

Results: The Yelp and RepairPal partnership produced great results. RepairPal’s stand alone book and pay feature had a steady conversion rate of 0.3% while the Yelp feature holds conversion rate of 25%.

Goal: Mode launched their native app Mode Stories in April 2015. After monitoring the user data carefully over the first week, it was clear that users did not want to create an account and closed the app before they were able to experience it’s features. We wanted to find a way to provide value to the user before they created an account.

Process: 1. Conducted comparative analysis of how other companies are solving this problem. 2. Defined how we wanted Mode to be defined on first impression 3. Wireframed concepts 4. Final visuals 5. Analyzed results

Results: After the launch of the new priming screens we saw a 28% increase in sign up completion from 11% to 39%.

Goal: The majority of visitors arrive at RepairPal through simple search terms. Organic SEO traffic is extremely important to RepairPal and means that we need to constantly be working on ways to create content that delights users. User tests were conducted in hopes to provide insight to our content team and help them strategize when it came to content creation as well as article structuring.

Process: 1. Compiled mobile and desktop user feedback. 2. Implemented prioritized changes according to effort required 3. Analyzed results

Results: After the launch of the updated format we saw an uptick of pageviews per visit (from 1.4 to 1.7) and a large surge in monthly unique visits from 4.5 million to 6.2 million.

Goal: RepairPal qualitative and quantitative information about their users so a discovery project was completed to help guide future product decisions.

Process: 1. Introduced user testing and prototyping 2. Conducted user tests of our core page types- gathered data on page intent, customer journey, overall impressions, and user types. 3. Created user personas 4. Created next steps to help increase conversion

Results: RepairPal now has basic data on our users as well as reliable user personas for future use.

Goal: Data made it clear that users were consuming one full story on the Mode platform but dropping off immediately after. I wanted to find out why people were bouncing and how we could encourage them to chain to a branded story.

Process: 1. Interviewed (5) Mode employees who did not use the platform 2. Asked the users to use the platform freely 3. Wireframe solutions 4. Implement updates 5. Analyze results.

Results: One week after we implemented card changes the amount of users who reached the branded story rose from ~8% to ~45.5%.

Goal: After various rounds of usertesting I found that users were not interested in interacting with our global navigation which prevented them from discovering pages that could help with the car repair needs. Less than one percent of users were engaging with the global navigation and that number was even lower on mobile.

Process: 1. Researched common navigation models. 2. Reviewed current navigation architecture and performed a card sorting exercise with the product and engineering teams 3. Created wireframes and user tested options. 4. Created visual mocks. 5. Analyzed results

Results: After the navigation update, we saw a 31% increase in global nav interactions.

Goal: After various user tests were conducted showing that consumers had difficulty understanding what value RepairPal offered we decided it was time to update the homepage and focus very seriously on messaging.

Process: 1. Understand who we were trying to reach (ie. first time users, media, etc). 2. Audit the homepage and define opportunities. 3. Research visual inspiration 4. Wireframe various options and present to marketing 5. Finalize language 6. Analyze results

Results: 78% of users tested after launch had a clear understand of RepairPal’s offerings. Overall page views per visits increased and scheduled appointments tripled which we attribute to clearer messaging.

Goal: Introduce an incentive program for potential partners to offer their customers. This would help increase visibility to the RepairPal Certified Shop network and give first time users a discount. We wanted to investigate how the public views rebates as well as what our options were when it came to paying a company to assist in this flow versus our team building it.

Process: 1. Conducted user interviews to get an idea of their impression and knowledge of rebates 2. Research “buy” options 3. Wireframe flow and present to stakeholders for concept buy in 3. Visual mocks 4. Reach out to a company specializing in rebates, get an approximate cost 5. Present an executive summary for buy in

Results: We have yet to roll something like this out but the overall result here is that we now have a realistic idea of what kinds of costs would be associated with creating a program like this.