Honda North America

Enhancing HondaLink for a Smarter, Smoother Driving Experience

Enhancing Onboarding, Notifications & Vehicle Management for Electric & Hybrid Owners

Role

UX Designer

Team

HondaLink Digital Experience

Timeline

Apr 2022 - Apr 2023

Overview

Business Context

The HondaLink app is a critical tool that enables Honda and Acura owners to manage their vehicles remotely controlling battery charging, vehicle tracking, and notifications.

The HondaLink app is a critical tool that enables Honda and Acura owners to manage their vehicles remotely controlling battery charging, vehicle tracking, and notifications.

The HondaLink app is a critical tool that enables Honda and Acura owners to manage their vehicles remotely controlling battery charging, vehicle tracking, and notifications.

However, poor UX in key areas created friction, frustration, and increased support calls, leading to:

However, poor UX in key areas created friction, frustration, and increased support calls, leading to:

However, poor UX in key areas created friction, frustration, and increased support calls, leading to:

01

01

01

Confusing notification settings

Confusing notification settings

Confusing notification settings

02

02

02

Tedious Terms & Conditions (T&Cs) onboarding

Tedious Terms & Conditions (T&Cs) onboarding

Tedious Terms & Conditions (T&Cs) onboarding

03

03

03

Limited battery & charge management

Limited battery & charge management

Limited battery & charge management

04

04

04

Unreliable vehicle tracking

Unreliable vehicle tracking

Unreliable vehicle tracking

My Role & Collaboration

As a UX Designer, I led the redesign of key interactions within HondaLink and AcuraLink. I worked closely with developers, automotive manufacturers, and end users to improve usability, engagement, and self service adoption. My approach involved aligning technical feasibility with user needs, ensuring a seamless experience across platforms.

As a UX Designer, I led the redesign of key interactions within HondaLink and AcuraLink. I worked closely with developers, automotive manufacturers, and end users to improve usability, engagement, and self service adoption. My approach involved aligning technical feasibility with user needs, ensuring a seamless experience across platforms.

As a UX Designer, I led the redesign of key interactions within HondaLink and AcuraLink. I worked closely with developers, automotive manufacturers, and end users to improve usability, engagement, and self service adoption. My approach involved aligning technical feasibility with user needs, ensuring a seamless experience across platforms.

This resulted in:

This resulted in:

This resulted in:

%

Increase onboarding completion

%

Boost in notification engagment

%

Reduction in support calls

%

Improvment in vehicle tracking success rates

Additionally, I worked on the Global User Messaging (G.U.M.) system, designing multiple iterations of an admin-controlled messaging feature that allowed for alerts, announcements, and targeted communication across different organizations, user types, and provider categories.

Additionally, I worked on the Global User Messaging (G.U.M.) system, designing multiple iterations of an admin-controlled messaging feature that allowed for alerts, announcements, and targeted communication across different organizations, user types, and provider categories.

Additionally, I worked on the Global User Messaging (G.U.M.) system, designing multiple iterations of an admin-controlled messaging feature that allowed for alerts, announcements, and targeted communication across different organizations, user types, and provider categories.

Set Home Location Guide

Charging Delay Schedule Guide

Pre-Trip Climate Schedule Guide

The Challenge

When Convenience Becomes Confusion, The HondaLink UX Breakdown

How can we improve HondaLink to make vehicle management easier and more intuitive for drivers?

How can we improve HondaLink to make vehicle management easier and more intuitive for drivers?

How can we improve HondaLink to make vehicle management easier and more intuitive for drivers?

The app was designed for convenience, but frustrating UX issues caused disengagement and high support dependency.

The app was designed for convenience, but frustrating UX issues caused disengagement and high support dependency.

The app was designed for convenience, but frustrating UX issues caused disengagement and high support dependency.

01

01

01

Notification Friction

Notification Friction

Notification Friction

Users struggled to customize alerts, missing critical charging, maintenance, and security updates.

Users struggled to customize alerts, missing critical charging, maintenance, and security updates.

Users struggled to customize alerts, missing critical charging, maintenance, and security updates.

02

02

02

Tedious T&Cs Process 

Tedious T&Cs Process 

Tedious T&Cs Process 

50% of users abandoned onboarding due to unclear steps and no progress indicators.

50% of users abandoned onboarding due to unclear steps and no progress indicators.

50% of users abandoned onboarding due to unclear steps and no progress indicators.

03

03

03

Limited Battery Controls

Limited Battery Controls

Limited Battery Controls

Users lacked control over charging schedules, making energy management harder.

Users lacked control over charging schedules, making energy management harder.

Users lacked control over charging schedules, making energy management harder.

04

04

04

Inconsistent Vehicle Tracking

Inconsistent Vehicle Tracking

Inconsistent Vehicle Tracking

Real-time locator data was unreliable, reducing confidence in a key app feature.

Real-time locator data was unreliable, reducing confidence in a key app feature.

Real-time locator data was unreliable, reducing confidence in a key app feature.

The app was designed for convenience, but frustrating UX issues caused disengagement and high support dependency.

The app was designed for convenience, but frustrating UX issues caused disengagement and high support dependency.

The app was designed for convenience, but frustrating UX issues caused disengagement and high support dependency.

Process & Approach

Enhancing Provider Portal Efficiency

Phase 01 | Research & Discovery

Heuristic evaluation to assess usability breakdowns

Heuristic evaluation to assess usability breakdowns

Heuristic evaluation to assess usability breakdowns

User analytics review to track drop-off points and disengagement trends

User analytics review to track drop-off points and disengagement trends

User analytics review to track drop-off points and disengagement trends

Support log analysis to uncover frequent complaints

Support log analysis to uncover frequent complaints

Support log analysis to uncover frequent complaints

Phase 02 | Wireframing & Prototyping

Redesigned T&Cs onboarding with progress indicators & clear CTAs, reducing abandonment rates

Redesigned T&Cs onboarding with progress indicators & clear CTAs, reducing abandonment rates

Redesigned T&Cs onboarding with progress indicators & clear CTAs, reducing abandonment rates

Simplified notification settings with intuitive toggles & descriptions, increasing user control

Simplified notification settings with intuitive toggles & descriptions, increasing user control

Simplified notification settings with intuitive toggles & descriptions, increasing user control

Improved charge scheduling UI for better energy management & proactive alerts

Improved charge scheduling UI for better energy management & proactive alerts

Improved charge scheduling UI for better energy management & proactive alerts

Enhanced vehicle tracking UX to make locator success more reliable

Enhanced vehicle tracking UX to make locator success more reliable

Enhanced vehicle tracking UX to make locator success more reliable

Phase 03 | Testing & Refinement

Developed high-fidelity prototypes for testing

Developed high-fidelity prototypes for testing

Developed high-fidelity prototypes for testing

Usability testing with Honda employees & users to validate improvements

Usability testing with Honda employees & users to validate improvements

Usability testing with Honda employees & users to validate improvements

Iterated designs based on data insights and user feedback before launch

Iterated designs based on data insights and user feedback before launch

Iterated designs based on data insights and user feedback before launch

Impact & Measurable Outcomes

Driving Business Success Through UX Improvements & Operational Efficiency

Business & User Success

35% increase in onboarding completion after T&Cs redesign

20% increase in notification engagement, reducing missed alerts

30% fewer support calls related to charge scheduling & battery issues

25% improvement in vehicle locator success rates

Scalability & Efficiency Gains

Faster onboarding process, reducing friction for new users

More intuitive settings, leading to higher adoption of vehicle management features

Reduced operational costs, as fewer users needed support for common issues

Better alignment with Honda’s electrification strategy, improving engagement with EV and hybrid owners

Key Takeaways

Critical Insights and UX Impact

1

Simpler UX

Drove higher engagement through small T&C and notification tweaks

2

Data Driven

Decisions ensured measurable success with analytics and feedback

3

Lean UX Methods

Speed up problem-solving via rapid prototyping and testing

4

Business Aligned

UX reduced friction, support needs, and drop-offs

By focusing on usability, engagement, and self-service optimization, this project transformed HondaLink into a more seamless, efficient, and driver-friendly experience.

State of California

State of California

State of California

Frito Lay

Frito Lay

Frito Lay

Available For Work

tdsibby1@gmail.com

Available For Work

tdsibby1@gmail.com

Available For Work

tdsibby1@gmail.com