Mobile App · 2026
Bateriku: Service Cancellation Experience
Overview
Designing a clearer, more user-friendly cancellation experience
Bateriku is an on-demand car battery replacement service. During the project, I identified opportunities to improve the appointment cancellation flow, making it easier for users to manage bookings without unnecessary friction while supporting overall business goals.
Problem
A hidden exit was costing trust
The existing cancellation journey was difficult to discover and required users to navigate through multiple steps before finding the appropriate action. This created confusion and increased the likelihood of users seeking assistance instead of completing the task independently.
Process
Research, then restraint
I reviewed the existing user flow, analysed pain points, and explored ways to simplify the experience while maintaining transparency. The redesigned journey surfaced cancellation controls in a more intuitive location, reduced unnecessary steps, and presented relevant alternatives, such as rescheduling when appropriate, without relying on manipulative patterns.
Outcome
Fewer support tickets, higher re-book rate
The redesigned flow provided a clearer and more predictable experience for users while streamlining an important part of the booking journey. By reducing friction and improving discoverability, the solution aimed to increase user confidence and support a more seamless overall product experience.