Indian Oil App Redesign
Redesigning fuel journey for modern India.
Industry
Energy and Petroleum
Client
Self-Initiated
Team member's
Kashika, Riya, Piyush Chitkara,
Akash Kumar
Indian Oil App Redesign
Redesigning fuel journey for modern India.
Industry
Energy and Petroleum
Client
Self-Initiated
Team Member's
Kashika G., Riya, Piyush C., Akash K.
Industry
Energy and Petroleum
Client
Self-Initiated
Team member's
Kashika, Riya, Piyush Chitkara, Akash Kumar
Our Mission
Our Mission
The energy and fuel sector, particularly public-facing apps like Indian Oil’s, directly impact millions of users - from everyday drivers to logistics professionals but is often overlooked in design discussions.
Our team wanted to work on a project that would have real-world relevance and meaningful design challenges, but also because the current digital experience — especially the mobile app — feels outdated, fragmented, and not user-centered.
This project aimes to reimagine the digital experience of Indian Oil, one of India's largest fuel service providers.
The energy and fuel sector, particularly public-facing apps like Indian Oil’s, directly impact millions of users - from everyday drivers to logistics professionals but is often overlooked in design discussions.
Our team wanted to work on a project that would have real-world relevance and meaningful design challenges, but also because the current digital experience — especially the mobile app — feels outdated, fragmented, and not user-centered.
This project aimes to reimagine the digital experience of Indian Oil, one of India's largest fuel service providers.
Phase 1: Discover
Understanding the landscape
Now was the time to deep dive into details and identify and understand key problems within the current app. I collaborated to perform:
Primary Research: User Survey
Secondary Research: Studied Indian Oil app reviews, public feedback, and App Store critiques
Phase 1: Discover
Understanding the landscape
Now was the time to deep dive into details and identify and understand key problems within the current app. I collaborated to perform:
Primary Research: User Survey
Secondary Research: Studied Indian Oil app reviews, public feedback, and App Store critiques
Phase 1: Discover
Understanding the landscape
Now was the time to deep dive into details and identify and understand key problems within the current app. I collaborated to perform:
Primary Research: User Survey
Secondary Research: Studied Indian Oil app reviews, public feedback, and App Store critiques
Research objectives
Research Objectives
To evaluate how Indian Oil ONE app can better serve its broad and diverse user base, we focused our research on:
Identifying friction points in the existing app experience.
Understanding user motivations, needs, and behaviors around fuel and LPG services.
Exploring opportunities to increase loyalty and engagement via mobile touchpoints.
To evaluate how Indian Oil ONE app can better serve its broad and diverse user base, we focused our research on:
Identifying friction points in the existing app experience.
Understanding user motivations, needs, and behaviors around fuel and LPG services.
Exploring opportunities to increase loyalty and engagement via mobile touchpoints.
Primary Research
To gather user insights and identify pain points, we conducted a survey with 50 respondents targeting existing and potential users of the Indian Oil app.
Primary Research
To gather user insights and identify pain points, we conducted a survey with 50 respondents targeting existing and potential users of the Indian Oil app.
Research objectives
Research Objectives
To evaluate how Indian Oil ONE app can better serve its broad and diverse user base, we focused our research on:
Identifying friction points in the existing app experience.
Understanding user motivations, needs, and behaviors around fuel and LPG services.
Exploring opportunities to increase loyalty and engagement via mobile touchpoints.
To evaluate how Indian Oil ONE app can better serve its broad and diverse user base, we focused our research on:
Identifying friction points in the existing app experience.
Understanding user motivations, needs, and behaviors around fuel and LPG services.
Exploring opportunities to increase loyalty and engagement via mobile touchpoints.
Questionnaire Strategy
Questionnaire Strategy
The questionnaire was carefully crafted around key criteria the following criteria's:
The questionnaire was carefully crafted around key criteria the following criteria's:
General Awareness
General Awareness
Understanding the frequency of fuel usage, brand awareness
Understanding Needs and Motivations
Understanding Needs and Motivations
Understanding their pain points and what features could make a difference in the user fuel journey
Current Mobile App Usage:
Current Mobile App Usage:
Understanding current mobile apps usage
Loyalty Programs and Payment Methods
Loyalty Programs and Payment Methods
Understanding if the users are availing any loyalty programs, what payment methods are currently in use
Advanced Features and Usage:
Advanced Features and Usage:
Advanced Features and Usage
Introducing user's inputs users to new idea's which can improve their experience
Introducing to new idea's which can improve their experience and getting their feedback on it
Perceptions and Preferences
Further noting down their opinion and preference's
Phase 2: Define
Synthesis of Findings
In order to understand the key challenges the users face and their behaviour and attitude, we focussed on the following activities:
Created user persona based on real user reviews and use cases
Developed end to end user journey (e.g., from fuel search to post-purchase feedback)
Identified key pain points around booking, navigation, trust, and usability
Phase 2: Define
Synthesis of Findings
In order to understand the key challenges the users face and their behaviour and attitude, we focussed on the following activities:
Created user persona based on real user reviews and use cases
Developed end to end user journey (e.g., from fuel search to post-purchase feedback)
Identified key pain points around booking, navigation, trust, and usability
Phase 2: Define
Synthesis of Findings
In order to understand the key challenges the users face and their behaviour and attitude, we focussed on the following activities:
Created user persona based on real user reviews and use cases
Developed end to end user journey (e.g., from fuel search to post-purchase feedback)
Identified key pain points around booking, navigation, trust, and usability
Persona
Persona
We identified 3 user archetypes to capture distinct needs.
We identified 3 user archetypes to capture distinct needs.
Competitive Benchmarking
We studied BPCL, Shell, HP Pay, and Park+ to evaluate:
How each brand tackles onboarding, rewards, and navigation
Differentiators like Shell’s visual onboarding or Park+’s value-added services
Gaps in Indian Oil’s app (e.g., real-time updates, loyalty integration)
This analysis helped us identify low-hanging opportunities and validate user expectations.
Competitive Benchmarking
We studied BPCL, Shell, HP Pay, and Park+ to evaluate:
How each brand tackles onboarding, rewards, and navigation
Differentiators like Shell’s visual onboarding or Park+’s value-added services
Gaps in Indian Oil’s app (e.g., real-time updates, loyalty integration)
This analysis helped us identify low-hanging opportunities and validate user expectations.
Through our journey mapping, we identified key drop-off points:
Confusion during app exploration due to unclear navigation.
Users don’t trust availability/status of stations.
App interface is overloaded and lacks prioritization.
Rewards and offers are hard to discover or use.
Loyalty and feedback loops are underutilized.
Customer Mapping
Customer Mapping
Diving deep into our users mindset and knowing them better.
Diving deep into our users mindset and knowing them better.
Through our journey mapping, we identified key drop-off points:
Confusion during app exploration due to unclear navigation.
Users don’t trust availability/status of stations.
App interface is overloaded and lacks prioritization.
Rewards and offers are hard to discover or use.
Loyalty and feedback loops are underutilized.
Through our journey mapping, we identified key drop-off points:
Confusion during app exploration due to unclear navigation.
Users don’t trust availability/status of stations.
App interface is overloaded and lacks prioritization.
Rewards and offers are hard to discover or use.
Loyalty and feedback loops are underutilized.
Heuristic Evaluation
Heuristic Evaluation
To assess usability and identify areas for improvement in user experience.
To assess usability and identify areas for improvement in user experience.
Phase 3: Ideate
Insights → Opportunities
After conducting the survey, mapping the customer journey, and establishing user personas, we were able to gather the following key insights to better understand user behavior, pain points, and motivations:
Phase 3: Ideate
Insights → Opportunities
After conducting the survey, mapping the customer journey, and establishing user personas, we were able to gather the following key insights to better understand user behavior, pain points, and motivations:
Phase 4: Deliver
Wireframing and Design
Created low-fidelity wireframes to test layout and hierarchy Iterated on structure based on usability heuristics, after which we developed high-fidelity UI screens for key flows.
Phase 4: Deliver
Wireframing and Design
Created low-fidelity wireframes to test layout and hierarchy Iterated on structure based on usability heuristics, after which we developed high-fidelity UI screens for key flows.
Phase 4: Deliver
Wireframing and Design
Created low-fidelity wireframes to test layout and hierarchy Iterated on structure based on usability heuristics, after which we developed high-fidelity UI screens for key flows.
Here is a glimpse of all the screens and the functionalities which we created:
Here is a glimpse of all the screens and the functionalities which we created:
