Walmart Auto Care Service Reminders

Opportunity

In a 2 year span (2022-2023), Walmart saw less than 10M of our 80M customer base visit us multiple times at Walmart Auto Care Center (ACC). Best practices in vehicle health maintenance should require service no less than twice per year, and only a small fraction of our customers are doing so.

If we help customer take the guesswork out of keeping their vehicle in great health, they will keep coming back to Walmart as their default automotive service provider.

Discovery

I worked with the Product Manager to understand the business needs and product requirements. This project would expand existing "Virtual garage", a place for users to store their vehicle, and also bridge the online oil scheduling capability.

Before starting design, I researched competitors in the space to identify benchmarks as well as reviewing various notification UX within the current Walmart app ecosystem for inspiration.

Design

End to end flows were created and socialized with Product and Engineering stakeholders. Regular internal design feedback also helped shape the experience. I also worked with content design partner and accessibility design partners to adhere to WM design standards.

Solutions

Service reminders comes with 3 push notifications (due soon, due, overdue) for 2 services (oil change, tire rotation). Customers who have had a service at Walmart ACC and whose online accounts have been linked with their in store accounts will get reminders for needed services based on estimated miles driven and manufacturer recommended maintenance schedules.

In addition to communications, reminders can be found within the Virtual Garage in the app. A customer can see that their vehicle(s) may need attention and upon drilling into the vehicle detail they can easily action on a reminder and schedule service.

Results

• After initial launch, ~20% of customers who get a service reminder are getting that service within 21 days of the last notification. This is a significant lift to the business and drive in digital growth.

• Design laid groundwork to scale reminders to more services as they become available.