Project Overview
The carsales App provides the tools to help consumers trade with confidence. Customers can search over 230,000 brand new, demonstrator and used cars from both dealerships and private sellers, compare vehicle makes and models and list their car for sale straight from any mobile device. With over 1 million active users per month and a breadth of features and functionality, the carsales app receives an exceptional 4.5 star rating from both the Apple App store and Google Play store.
Organisation
Team
Carsales Apps Development Tribe
Project Brief
Australia’s No.1 destination for buying and selling a car, carsales is the market leader in automotive classifieds. Our challenge was to align the user experience strategy with new and emerging customer needs.
With a key focus on responding to customer feedback, we identified areas where we could improve and enhance the app. These insights enabled us to define the key user needs below:
• Increased application performance
• Consistent experience across devices
• Design & development efficiency
• Support for different user behaviours
Project Need
Carsales.com.au has been Australia’s leading automotive classifieds website for many years. With continued growth in mobile usage, the small screen has become an extremely important aspect of our business and product development strategy.
Most recently, the release of the Nielsen digital audience measurement in March 2016 showed the automotive category has been lifted by the carsales’ locally developed mobile apps, driving significant audiences on mobile screens.
With this growth has come the expectation from our customers that, regardless of which device or platform they are using, the experience they have is unified and consistent.
User Experience
Providing a frictionless customer experience is the foundation of carsales’ product and service strategy. It is integral to how our brand is perceived. A unified experience has to be created around a customer’s needs, preferences, objectives and context. We have focused heavily on crafting an experience that matches content, functionality and a coherent brand personality across various touch points to deliver on the user’s expectations.
Ensuring that our experience is not limited to a specific mobile technology, our idea was to create a carsales experience map, which can be applied regardless of the device or platform. Throughout multiple iterations, products are streamlined from seemingly large and complex tasks to simple efficient pleasurable experiences.
Project Marketing
As a brand, offering a unified experience across platforms is paramount. A ‘Frictionless experience’ is a key brand proposition therefore mobile devices are featured heavily in our creative executions including TV, out-of-home, print and digital. These executions promote the simplicity and power of our mobile platforms, highlighting a number of new site and app features and again reinforcing our accessibility.
Project Privacy
Privacy is critically important to carsales. We recognise the importance of being transparent and open with our customers in regards to how we collect and use their personal data. Links to our Terms and Conditions and Privacy Policy are easily accessible in both the apps and mobile website.
Best Expanded Service or Application
Open to apps in all categories with updates and developments that truly enhance the user experience and take your app or service to another level.
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