big motoring world, big motoring world, big motoring world,
big motoring world, big motoring world, big motoring world,
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Introduction
Big Motoring World is one of the UK’s largest used car dealerships, with ten sites nationwide. Alongside vehicle sales, they provide customers with post-purchase services such as extended warranties and insurance.
Looking to improve the customer experience and move beyond the limitations of a third-party warranty app they partnered with Studio Graphene to design and launch a bespoke mobile platform.
Design sprints followed, starting with wireframes and moving to clickable prototypes.
Solution
We began with a discovery phase, running workshops to map user journeys, understand integration requirements and identify pain points. This process highlighted three priorities: improving the core warranty activation and claims process, giving Big Motoring World ownership of their customer data and creating a more reliable, brand-aligned user experience.
Design sprints followed, starting with wireframes and moving to clickable prototypes.
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Solution
On the technical side, the app was built with React Native for iOS and Android, integrating directly with Big Motoring World’s .NET-based CRM. We optimised APIs for fast and efficient data exchange and integrated Mixpanel for real-time insights into customer engagement. The app also introduced new functionality, including RAC breakdown assistance, push notifications, a vehicle image gallery and monthly rolling warranties.
Phased delivery ensured business continuity, with the first release replacing the previous app and subsequent iterations expanding its capabilities. Since launch, key enhancements have included a Tracker for monitoring vehicles during the purchase journey, push notifications for warranty updates, claim progress and key reminders, a vehicle gallery enabling users to view and upload multiple images of their vehicle, RAC Pay Monthly Warranty, and a completely redesigned account screen for a more intuitive experience. Together, these improvements are positioning the app as a central channel for customer loyalty, operational efficiency and new revenue opportunities.
The onboarding journey was reimagined to present complex warranty terms in a clear, compliant way. We designed a five-step claims process that captured photos, mileage and structured details to reduce the number of back-and-forth interactions between customers and support.
A full design system was developed to translate branding guidelines into scalable UI standards, ensuring consistency for developers across digital and in-store touchpoints.
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Looking ahead, the roadmap includes introducing new post-purchase products such as GAP and tyre insurance, as well as connecting the app with other customer journeys, including the “Big Wants Your Car” resale platform and in-store sales process. These planned enhancements aim to further strengthen the app’s role as a seamless, integrated hub for customers, helping RAC continue to deliver value, convenience and choice across all touchpoints.
On the technical side, the app was built with React Native for iOS and Android, integrating directly with Big Motoring World’s .NET-based CRM. We optimised APIs for fast and efficient data exchange and integrated Mixpanel for real-time insights into customer engagement. The app also introduced new functionality, including RAC breakdown assistance, push notifications, a vehicle image gallery and monthly rolling warranties.
Phased delivery ensured business continuity, with the first release replacing the previous app and subsequent iterations expanding its capabilities. Since launch, key enhancements have included a Tracker for monitoring vehicles during the purchase journey, push notifications for warranty updates, claim progress and key reminders, a vehicle gallery enabling users to view and upload multiple images of their vehicle, RAC Pay Monthly Warranty, and a completely redesigned account screen for a more intuitive experience. Together, these improvements are positioning the app as a central channel for customer loyalty, operational efficiency and new revenue opportunities.
.avif)
Looking ahead, the roadmap includes introducing new post-purchase products such as GAP and tyre insurance, as well as connecting the app with other customer journeys, including the “Big Wants Your Car” resale platform and in-store sales process. These planned enhancements aim to further strengthen the app’s role as a seamless, integrated hub for customers, helping RAC continue to deliver value, convenience and choice across all touchpoints.
Results
The bespoke app has transformed the warranty experience for Big Motoring World and their customers. App Store ratings rose from 1.6 to 4.6 stars, downloads surpassed 40,000 and 92% of new vehicle buyers activate their warranties. Fault reporting is now faster and more reliable, cutting back-and-forth on claims by half and easing the load on customer support. Crucially, Big Motoring World now owns their customer data and can track warranty activations, claims and renewals, while insights from Mixpanel highlight engagement trends, upselling opportunities and operational improvements.
