Notiplac — Boken SAS
All-in-one car maintenance
A marketplace that puts car owners and repair shops in one place — reminders, a map, a booking, and a shop desk.
Project brief
Led UX for Notiplac, an intelligent marketplace that connects car owners with auto-repair centers. Owners see what the car needs; shops manage bookings and send status from a web desk.
Problem to address
Car owners waste more than 70 hours and over $1,000 USD on maintenance, tickets, and hunting for a good shop. Repair centers sit on more than 70% churn and lose money after the warranty ends.
Goals
- Connect owners with nearby shops in one app
- Remind people what the car needs every six months — and when registration is due
- Give shops a desk to take bookings and report status
Design process
Design Thinking — used to learn why owners leave the first shop after warranty, and why shops still lose more than 70% of customers.
Problem
Empathize
- Desktop research
- FocusSurveys
- User testing
Define
- User personas
- User journeys
Solution
Ideate
- Figma flows
- Adobe XD
Prototype & Test
- Hi-fi mocks
- FocusUser testing
Methods
Tools
Research insights
Why shops lose the owner
30% of owners never return to the first shop after warranty. People in Latin America spend almost $1,000 on corrective work because they do not know the car — including the six-month service and yearly registration.
70%
Shop churn
vs
30%
Retention
- Churn70%
- Retention30%
Repair centers live with more than 70% churn. Retention is the 30% who stay.
User journeys
Book a car service
Julian — a 28-year-old who uses the car a few days a week and always forgets maintenance — walking the path before Notiplac.
Look for a service center
Uneasy
- Goal
- Find a shop that is actually good.
- Action
- Searches Google Maps, looks nearby, and reads reviews.
- Opportunity
- Show rating, distance, and a booking from the same card.
Book an appointment
Worried
- Goal
- Get a slot without guessing if the shop is honest.
- Action
- Calls and is given an appointment for the next day.
- Opportunity
- A confirmation with the details, not only a verbal time.
Take the car to maintenance
Untrusting
- Goal
- Leave the car and know when to come back.
- Action
- Drives over, waits for a mechanic, and is told about two hours.
- Opportunity
- Live status so he is not standing in the bay.
Pick up the car
Angry
- Goal
- Get the car when they said.
- Action
- Orders a taxi after two hours and is told it is still in revision.
- Opportunity
- Notify him before the deadline so he does not waste another trip.
Payment
Stuck
- Goal
- Pay and leave.
- Action
- Waits in line and finds cash is the only option — and he is short.
- Opportunity
- Card or other methods, and a total before he arrives.
Design decisions
Put every due date on the car, not in the owner's head
Julian forgets SOAT, inspection, oil, tax, and insurance. One vehicle screen with dates turns “I had no idea” into a list he can tap.
Find a shop on a map or a rated list
Owners start in Google Maps and still do not trust the shop. Distance, rating, and open/closed sit on both map and list so the first visit is a choice, not a guess.
Book day and hour in the app
The old path was a phone call for “sometime tomorrow.” A calendar and a slot replace the call and send the booking to the shop desk.
Give the shop a web inbox for status
Owners wait two hours with no update. Pending, confirmed, and active — plus confirm entry — let the shop tell the owner where the car is.
Product screens
Mobile
Home and shop map
Cover — pending tasks on the owner home next to nearby shops on the map.
Car file and owner home
SOAT, inspection, oil, tax, and insurance on the vehicle — plus emergencies, pendings, and promos on home.
Find a shop
Map or rated list — distance, reviews, and open/closed — so the first visit is a choice.
Book a service
Shop profile, services, hours, then pick a day and a slot instead of calling.
Web
Shop desk
Pending, confirmed, and active bookings — plus confirm entry so the owner gets a status.
Leadership & performance
Led UX from concept through measurable client outcomes — retention above the 2% target and about an hour a day back for car managers.
Impact
Retention
+7.5%
Exceeded the client’s 2% churn-reduction target for most clients.
Time saved
~1 hour / day
Optimized workflows for car managers.
STAR case
Keep the owner after warranty
Situation
Owners were burning more than 70 hours and over $1,000 a year on maintenance, tickets, and shop-hunting. Shops saw more than 70% churn once the warranty ended.
Task
Design a marketplace that connects owners and repair centers in one place, and give shops a way to keep the relationship.
Action
Ran Design Thinking with surveys and a book-a-service journey, then designed car due-dates, map and list of shops, in-app booking, and a web desk for status.
Result
Retention rose at least 7.5% for most clients — above the 2% target — and car managers got about an hour a day back.