The Challenge
Ford's vehicle owner app had a service problem. Features existed, but they were buried, generic, and disconnected — and users knew it. Reviews were poor, and the majority of active users never visited the Service tab at all.
Pain Point #1
Knowledge
No Simple Status
Too Many Tools
“I don’t know how I should be taking care of my vehicle.”
Pain Point #2
Impact
Vague Influence
Unclear Next Steps
“I can’t track the impact of my actions on my vehicle’s health.”
Pain Point #3
Trust
Unreliable Sources
Opaque Processes
“I don’t feel like vehicle service is transparent and trustworthy.”
Our Solution
Make it glanceable, trustworthy, and actionable.
Our team dove into user research to identify pain points and opportunity areas and as the primary designer on the project, I translated product direction into high-fidelity designs across three major release cycles and worked closely with engineering to bring them to production.
Vehicle Health Summary
Give users a persistent, scannable summary of what needs attention.
Stackable Alerts
Let users see multiple vehicle issues at a glance without the UI collapsing into noise.
Vehicle Health Planning
Give users an immediate view into upcoming vehicle care needs and recent health history.
Contextual Service Scheduling
Let users go from health alert to dealer appointment in two taps, removing excuses to put it off.
Our Results
The results spoke clearly.
The redesign shipped across three releases in 2025. Engagement with the Service tab increased by 30 percentage points. When users received a vehicle health alert, they acted on it — scheduling service within 30 days at measurably higher rates than before.
Engagement
Do they use it?
Task Success
Can they get stuff done?
