Enhancing user experience of registration process in mobile-first applications: User-centered design of a car wash service

Abstract

Optimizing the registration experience for users of service mobile applications is essential to minimize abandonment and build trust from the start. This thesis focuses on one specific car wash application’s registration flow in the shape of a case study, aiming to identify usability barriers and propose a streamlined, user-centered solution.

To achieve these goals, a three-phase research strategy was employed. First, an exploration phase combined a quantitative survey of 20 participants with 4 semi-structured interviews to uncover primary pain points. These challenges included excessive data entry, the lack of progress indication, limited sign-up options, and a weak feedback mechanism. This phase also included a market analysis to determine current standards, and a benchmark analysis to assess the strengths and weaknesses of three different flows. Second, insights from the first phase informed the design and development of a high-fidelity prototype that reduced required steps, introduced contextual guidance prompts, enabled one-click social login and one-tap payment methods, and enhanced inline validation feedback. Finally, a controlled A/B-test with 6 participants in the third phase compared the original flow with the redesign prototype. These differences were measured by Key Performance Indicators, including subjective satisfaction.

Results demonstrate that the redesigned flow led to gains in efficiency, a reduction in user errors, and improved satisfaction with the registration process. Participants highlighted the convenience of alternate sign-up methods and payments, along with the clarity provided by the guiding microcopy.

The contributions of this work include an overview of registration friction points in mobile-first service applications, design guidelines for streamlined registration flows for car wash applications, and a validated prototype that integrates these guidelines without adding complexity or friction to the user experience.