01 / Business context
Late-stage failure was erasing intent—and creating preventable commercial friction.
CarAdvise’s booking experience combined vehicle entry, service selection, shop choice, scheduling, payment, and confirmation. When confirmation failed late in the journey, customers could lose context, repeat completed steps, or encounter ambiguous payment behavior.
Returning customers were also asked for information the platform already knew. The experience treated every visit like a blank slate—even when the customer, vehicle, and service intent were already clear.
02 / Strategic role
Reframe the journey around customer state, not a sequence of screens.
I defined customer and system behavior across first-time, returning-user, and failure states, then translated that model into implementation-ready requirements.
The work covered state preservation, payment and confirmation, conditional steps, saved customer data, service discovery, mileage recommendations, location behavior, and responsive experiences.
03 / Product decisions
Separate payment from confirmation
A late-stage failure should not repeat a payment action or erase otherwise valid progress.
Recover at the point of failure
Return the customer to the relevant step with their vehicle, shop, services, and payment state intact.
Treat known customers as known
Preselect saved data, ask only for missing information, and remove redundant steps from repeat visits.
Harden the whole journey
Extend the same logic across partner benefits, walk-ins, Canada, desktop, and responsive mobile.
04 / Evidence + learning
Failure became a recoverable state—not a dead end.
The redesigned flow reached production alongside improvements to dashboard entry, vehicle switching, service search, responsive behavior, and mileage recommendations. Conversion claims remain withheld until the comparison periods and underlying analytics are validated.