Brainrider/ Lyft
2021
Lyft Auto Care
Designing the launch of Lyft Auto Care across the app, web and email, helping drivers book car maintenance without the phone calls.
Overview
Launching car care for Lyft drivers
Lyft launched Auto Care to help drivers keep their cars on the road, through mobile technicians or Lyft’s own Driver Centers.
Our team designed the launch experience end to end: the in-app booking flow, the landing page that introduced the service, and the emails that brought drivers in.
Problem
Booking a service was a hassle
Drivers didn’t know Auto Care existed, and there was no way to book in the app. Instead, they called multiple shops, waited on hold and often got unclear prices.
For drivers whose car is their income, every hour off the road costs money.
Research
Building on Lyft's research
Lyft’s research team shared insights from driver interviews and past campaigns. Drivers wanted clear prices, an easier way to book, help choosing the right service, and a record of past maintenance.
We used these insights as the foundation for the booking flow.
Ideation
Designing around a driver's day
Ahad drives full time in Toronto. When his oil change is due, every hour spent calling shops or waiting in line is an hour he isn’t earning.
So we asked one question for every screen: does this get Ahad back on the road faster?
Design
Book a service in a few taps
The final design brings car care into the app drivers already use every day. From the menu, drivers go straight to their car, pick a service with prices shown upfront, choose a Driver Center or mobile service, and book a time, all without a single phone call.
We kept everything within Lyft’s design system, so Auto Care felt like a natural part of the app rather than a separate product.
The full booking flow, from the menu to a scheduled appointment.
Reflection
Designing with the research we had
We worked on this project through an agency, so we didn't have direct access to drivers. Our research came from what Lyft's team shared with us.
That taught me to make the most of every insight. I tied each design decision back to a real driver frustration, and asked the client questions early to fill in the gaps.
Services also varied by city. Some had Driver Centers, some had mobile service, and some had both. We designed the flow and emails to adapt, so drivers only saw what was available to them.
If I did it again, I'd push for a quick round of testing with a few drivers before launch, to confirm the flow worked the way we expected.
