Case Study
Keeping 1.2M Members Informed When It Matters Most
Role
Senior Designer
Duration
2 Months
Launch
July 2021
Best Effect on Business Goals
UXUK Awards
Executive Summary
Members rely on timely notifications in critical moments - from breakdowns to MOT reminders - to keep them on the road. But with only binary on/off settings, most either endured a flood of irrelevant alerts or disabled notifications altogether, limiting the app’s value when it mattered most.
Team
Senior Product Owner
Cameron Kennedy
Lead Engineer
Alessandro Mani
Lead UX Researcher
Anna Sarrou
Key Contributions
UX Strategy & Vision
Stakeholder Alignment
Cross-Functional Workshops
Notification Framework
Granular Settings
In-App Education
Prototyping & Testing
Aligning the Organisation Around What Matters
Ran workshops with stakeholders across every team to surface risks, user needs, and missed opportunities. Established shared principles prioritising critical notifications and reducing low-value alerts across all channels.
Grounding clarity through the notification matrix
Mapped the full spectrum of notification types and delivery channels to reveal overlaps, surface alternative options beyond push, and guide a multi-channel strategy that reduces noise while preserving critical updates.
Putting Control Back in Users’ Hands
Introduced granular, in-app opt-in/out settings, enabling members to manage notification types. Critical alerts were preserved, while low-value notifications could be personalised or paused.
Reinforcing Value Through Education Moments
Designed contextual in-app education (e.g., splash screens during breakdown flows) to demonstrate why notifications matter, encouraging members to re-enable alerts they had previously disabled.
