Customer Impact
Get Driven
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Get Driven Customer journey Growth strategy

From customer journey to growth roadmap

We mapped the full customer journey of Get Driven, uncovered five growth pain points and turned them into a concrete plan, from first click to loyal ambassador.

Growth goal +€20M ARR
Client
Get Driven
Sector
Mobility
Role
Journey mapping, growth strategy & roadmap
Approach
3 strategic workshops
The context

A strong service, stalled growth

Get Driven books a personal driver for your own car, for a ceremony, a business trip or simply a night out. The service is strong, but growth had stalled: users dropped off in the funnel, data was scattered and the digital experience did not live up to the brand promise.

Instead of guessing, we started with the user. We mapped out the full customer journey and let it shape the strategy.

The method

Three workshops, one common thread

01

AS-IS journey mapping

The full existing customer journey mapped out through storytelling: every touchpoint, every doubt, every emotion.

02

Optimization & innovation

The optimization opportunities per phase, weighed on impact versus implementation cost.

03

Roadmap & priorities

Pain points versus opportunities prioritized and turned into a concrete, phased growth roadmap.

The customer journey

Six phases, from first trigger to ambassador

The journey told in the user's own words, so every decision starts from what they feel, ask and need.

  1. 1
    Awareness
    Triggers

    “My life has changed and I want to be driven in my own car more often.”

    A new stage of life, a warm recommendation or a bad experience with a competitor.

  2. 2
    Acquisition
    Research & sign-up

    “I want to compare Get Driven before I sign up.”

    Website, live chat and price calculator: the first real impression of the service.

  3. 3
    Activation
    Account & ride request

    “I create my account and plan my first ride.”

    21 screens from choosing a country to confirming a driver. This is where most people drop off.

  4. 4
    Revenue
    The first ride

    “My driver is confirmed and I am driven for the first time.”

    The moment of truth: the service that has to earn word-of-mouth.

  5. 5
    Retention
    Everyday life

    “I get driven to events, the airport, the doctor, a night out.”

    From ceremonies to business trips: the service becomes a habit.

  6. 6
    Referral
    Invite & share

    “I want to share this with family, friends and my team.”

    Shared accounts and referrals as the engine for further growth.

From pain to plan

Five pain points, five growth projects

Every drop-off point in the journey became a sharply defined project, with a solution and a measurable goal.

1
Acquisition

How do we generate more effective leads?

A gap in awareness and in explaining the service creates doubt and blocks downloads.

Solution
GTM program + branding refresh
Goal
  • +3,000 MAU
  • +400% web-to-app conversion
2
Activation

How do we simplify activation?

The onboarding is cumbersome and causes cognitive overload, so users drop off without closing the loop.

Solution
Funnel optimization + CRO
Goal
  • −80% drop-off
  • Self-serve signup
3
Revenue

How do we get users to book?

Users lack information on safety, insurance, cost and experience to feel confident booking their first ride.

Solution
Activation plan + stable PLG
Goal
  • +200% conversion to first ride
4
Retention

How do we increase the number of rides per user?

There is no trigger or visible added value that prompts users to use the service more often.

Solution
Loyalty program + deals
Goal
  • 4× rides per user
  • Personalization + deals
5
Referral

How do we grow usage by loyal customers?

Loyal users want to share the service, but there is no easy way to bring others along.

Solution
Tribal accounts + social sharing
Goal
  • 5× growth through referral
  • +200% shared accounts
Why this order

From additive to compounding growth

The projects were not chosen in isolation. Leads and activation add up; frequency multiplies; referral makes growth exponential and compounding. Together they shift lifetime value from a straight line to a curve.

1
Add
Leads + activation
2
Multiply
Frequency
3
Exponential
Referral
4
Compounding
Loyalty
What we designed

From strategy to tangible design

Optimized mobile homepage

A clear value proposition, an instant price indication and one obvious next step, built for mobile traffic.

App onboarding + home screen

A self-serve onboarding that explains the service, with a home screen that puts deals, referral and the first ride front and center.

Drive booking experience

The booking flow redesigned into a calm, predictable series of steps with a transparent overview.

User control center

One place where users manage their rides, preferences, insurance and payments at a glance.

The roadmap

Phased, not all at once

Now
  • Growth audit & homepage refresh
  • App funnel optimization
  • Middleware development + API
Month 3
  • Onboarding v2 + home screen v2
  • Product analytics & self-serve activation
  • Middleware live + HubSpot automation
Month 6
  • Demand generation & demand capture
  • Self-serve referral + deals
  • Reactivation & referral screens v2
The result in numbers

New website and branding for Get Driven: 4x conversion rate

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Is your growth stuck somewhere in the journey too?

We map your customer journey and turn it into a plan that actually moves the needle. Contact Tanguy.

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