Al-Futtaim
Al-Futtaim AutoHub: The End-to-End Car Journey in Blue
Automotive · Loyalty Ecosystem · Mobile App · Product Strategy
At a glance
journey phases: pre-sales, purchase and delivery, ownership
app modules: Home, Explore, My Car, SOS and More
from first browse to service, trade-in and upgrade
Context
Al-Futtaim Automotive wanted one place for car buyers and owners inside the Blue ecosystem. The AutoHub brings the whole car journey into the Blue app, from exploring a first model to servicing, trading in and upgrading, across Al-Futtaim's brands.
The experience
We structured the hub around three phases of the customer journey:
Phase 1
Pre-sales: discovery and consideration
Goal: help people explore, compare and decide on their ideal car.
- Explore makes and models
- Compare finance options
- Book a test drive
- Find showroom information
Phase 2
Place order: purchase and delivery
Goal: guide people through a smooth and transparent purchase and delivery.
- Pay the down payment and choose finance options
- Apply for a car loan
- Track the order on a clear timeline
- Add accessories and add-ons
- Hand over and deliver the car
Phase 3
Post-sales: ownership, care and service
Goal: give owners an easy way to manage their car and reach aftersales services.
- Request a service
- Track service progress
- View service history
- Trade in or upgrade
Key features: five app modules
- Personalised greeting and summary
- Top actions, e.g. continue purchase, book service
- Upcoming test drives, deliveries and appointments
- Search, filters and saved searches
- Compare up to 3 cars
- Finance simulator
- Virtual showroom and showroom locator
- Order timeline and add-on marketplace
- Vehicle gallery for all your cars
- Insurance and maintenance reminders
- Service history and warranties
- Roadside assistance and towing
- Battery jump-start, fuel or mobile charging
- Call or chat with support
- Profile and settings
- Blue rewards
- Notifications and support centre
What I did
I led product strategy and app design for the hub:
- Mapped the end-to-end customer journey, with customer actions, touchpoints, backstage systems and opportunities at each phase
- Defined the information architecture and user flows for all three phases
- Designed the context-aware home and a My Car module that changes with the customer’s state: no car, active order or registered car
- Connected the journey to Blue, with personalised offers and manufacturer deals throughout
Selected visuals
