Auto Comfort:45K subscribers in 6 monthsAuto Comfort:45K subscribers in 6 months
A paid service in the TBC app that gives car owners one place for fines, parking permits and inspection status, growing monthly active users and in-app payments.
Company
TBC Bank
My role
Product designer
Platform
iOS · Android
Industry
Banking · Mobility
What I did
End to end · concept to launch
I led product design of Auto Comfort, TBC's car management service. It reached 45,000 subscribers in about 6 months, then kept growing by about 3,000 new subscribers a month. It earned an 82 NPS by solving a problem 94% of car owners struggled with.
Research & journey mapping
Concept
MVP activation flow
Cross-team negotiation
2025 redesign
Corridor testing
Subscribers45K+
in about 6 months after the MVP launch
NPS82
from people using the service
Ongoing growth+3K
new subscribers every month after the first 6 months
RecognitionGlobal Finance 2026
among the services behind TBC's Most Innovative Bank in CEE title
The problem
One fine. Three places to deal with it.
How a fine reached a driver
An SMS arrives, easy to miss.
You work out who issued it, Police or City Hall, and open that agency's website.
You try to remember where to find the fine, then enter its details manually.
Checkout asks for your card every time, plus a fee.
Parking permits had a similar gap: they expired with no reminder to renew.
What surveys showed
94% of drivers wanted one place for fines, parking and inspections.
The opportunity
The government opened its fines service to banks for a fee. For the first time, a bank could see a car's fines in real time and notify the owner automatically.
Research
Mapping what a fine actually feels like
01Awareness
City Hall or Police SMS
User does
Gets a long SMS
Tries to understand the fine
Writes down the details
Pain points
Easy to miss or ignore
Too much information
Easy to forget
02Access
Government websites
User does
Finds the right website
Types in their ID number
Types in the fine number
Pain points
Police and City Hall use separate sites
Police.ge isn't mobile-friendly
Manual entry every time
03Fine info
Fine details page
User does
Checks the amount
Checks date and location
Looks at photo evidence
Pain points
Little information visible
Hard to track several fines
No payment history
04Payment
Paying the fine
User does
Re-enters card details
Pays
Waits for confirmation
Pain points
Payment data typed in again
No saved payment methods
A commission fee on top
Across the whole journey
The experience was fragmented, repetitive and easy to fall behind on.
Spread across platformsPolice.ge not built for mobileID, fine number and card typed in by handDeadlines depend on one SMS
Concept
Everything about your car, in one app
The concept brought everything a car owner deals with into four areas.
Fines
Every fine type
Instant push notifications
Photo and video evidence
Discount and payment reminders
Easy payment
Parking permits
Buy permits
Manage active permits
Renewal reminders
Expiry tracking
Tech inspection
Inspection status
Validity period
Deadline tracking
Reminders
Offers
Fuel cashback
Car wash deals
Car service discounts
Partner benefits
1app for everything
0manual entry
24/7monitoring
100%automated
Business model
Two plans, set after financial analysis
Police and Tbilisi City Hall fines come from separate government services, and each one costs the bank separately. So the plans split by where the fines come from.
Auto Comfort0.9 ₾per month
Police fines only, with an alert as soon as a new one arrives.
Auto Comfort+2.9 ₾per month
Police and Tbilisi City Hall fines, so every fine is in one place.
The first challenge
Designing inside someone else's page
TBC already had a Parking & Fines page with free car templates, owned by another team. People used it to buy parking permits and to save car details for manual fine payments, but it showed no fines at all.
Our paid service added automatic fine checks, notifications and other perks, but it had to live on that existing page. The page still used one of the oldest designs in the app, and we were asked to fit our new screens and features into it.
Every change needed negotiation and had to follow the other team's rules, which limited what I could do with layout and UX.
Existing design · before Auto Comfort
The Parking & Fines page we had to build on
Menu
22:464G
პარკირება და ჯარიმებიParking and fines
მთავარიHome
პროდუქტებიProducts
გადარიცხვებიTransfers
კომუნალურებიUtilities
ლიკა ვადაჭკორიაLika Vadatchkoria
მთავარიHome
ჩემი პროდუქტებიMy products
ინვესტიციებიInvestments
გადარიცხვებიTransfers
პარკირება და ჯარიმებიParking and fines
ტრანზაქციებიTransactions
ჩემი ფინანსებიMy finances
ერთგულიLoyalty
შეთავაზებებიOffers
ჩემი განაცხადებიMy applications
შეტყობინებებიMessages
ვალუტის კურსებიExchange rates
ბანკომატებიATMs
გამოსვლაLog out
→No car added
22:464G
+
პარკირება და ჯარიმებიParking and fines
დაამატე მანქანაAdd a car
გთხოვთ გაითვალისწინოთ, რომ საპატრულო და პარკირების ჯარიმები ავტომატურად აღარ გამოჩნდება პარკირების და ჯარიმების სიაშიPlease note that patrol and parking fines will no longer appear automatically in the Parking and fines list
მთავარიHome
პროდუქტებიProducts
გადარიცხვებიTransfers
კომუნალურებიUtilities
→Add a car
22:514G
უკანBack
მანქანის დამატებაAdd a car
GH169GH?
aj2964870
მაგ. AL123456e.g. AL123456
✓მანქანა ჩემზეა გაფორმებულიThe car is registered to me
თბილისის პარკირების საშვიTbilisi parking permit09 თებერვალი, 20249 February 2024
ახალი საშვიNew permit
მთავარიHome
პროდუქტებიProducts
გადარიცხვებიTransfers
კომუნალურებიUtilities
→Pay a fine
22:474G
უკანBack
ჯარიმის გადახდაPay a fine
საპატრულო და პარკირების ჯარიმაPatrol and parking fine⌄
ქვითრის ნომერიReceipt number
გთხოვთ, მიუთითოთ საჯარიმო ქვითრის სერია და ნომერი (მაგ. აბ123456 ან აბ123456789)Enter the series and number from the fine receipt (e.g. AB123456 or AB123456789)
დამატებითი IDAdditional ID
მანქანის ნომერი ან პირადი ნომერიCar number or personal ID number
შეამოწმეCheck
Old designOne of the oldest screens in the app, and we had to keep its look.
A lot of dependenciesAnother team owned the page. Every change needed their sign-off.
Conflicting featureFree manual fine payment sat right next to our paid service.
Legacy codeThe old payment flow limited what we could rebuild.
MVP · One plan, minimal features
It was decided to launch first, expand later
Decision 1
One plan, Police fines only
We launched fast with one plan and a 3-month free trial to see real interest, usage and how it grew.
Decision 2
Free template and paid service side by side
We couldn't remove the other team's free template, even though it confused people. Existing templates stayed, but people could no longer add new ones.
Decision 3
"Parking & Fines" became Auto Space
The new name appeared in the app menu. It fits the wider set of car services and leaves room for what comes next.
MVP · Activation flow
Activating Auto Comfort
Menu→
→Plan details→Car details→Activated
MVP · After activation · Two cars
Auto Comfort vs the free template
Car with Auto Comfort
Police fines arrive automatically. City Hall fines are checked by link.
Permits work the same for both cars.
One seasonal partner offer at a time.
Car on the free template
An upgrade card replaces fines. Manual payment stays.
Only the badge tells them apart.
Offers stay locked until you activate.
Layout locked by another teamThe whole page belonged to another team, so I worked within its UI and structure: tabs, cards and layout.
One user, two cars on different plansNot everyone has two cars, but enough users did. One car could be on Auto Comfort and the other on the free template, so the design had to handle both clearly.
Then reality hit
A strong launch, then everything stopped
June 2024
MVP launched
45K subscribers in about 6 months, then about 3K more every month, and an 82 NPS. The full UX and ready-for-dev files were done too.
Until August 2024
Preparing the full launch
We were getting ready for the full launch with both subscription plans.
On hold for months
No longer a priority
After a major company shift, other products became the priority and work on Auto Comfort stopped.
Spring 2025
Work resumed
I couldn't pick up where I left off. The foundation had shifted, so I redesigned the product to match the bank's new direction.
Paused? Tell that to the 200 screens on the shelf.Click to peek inside
During this pause, everything around us was evolving
Design systemEvolving faster than before
Team structureBeing reorganized
App UIThe mobile bank’s UI and overall style were being redefined
Redesign · 2025
Rebuilt for the new app, without the template
Redesigned the whole product on the new design system and app UI
Removed the free car templates, so there is one clear path per car
Validated with corridor testing, iterating between rounds
Redesign · Activation
Activating Auto Comfort
9:41Choose a planAuto comfort plusRecommended2.90 ₾/ monthPolice fine notifications0% fee on fine & parking paymentsExclusive auto offersPlus also includesCity Hall fine notificationsFine photos & videosAuto comfort0.90 ₾/ monthPolice fine notifications0% fee on fine & parking paymentsExclusive auto offersContinue9:41Auto comfort plus is activatedWe’ll let you know about new fines and inspection deadlinesMy carAA000BBPlanAuto comfort plusMonthly fee2.90₾Go to my auto
9:41Choose a planAuto comfort plusRecommended2.90 ₾/ monthPolice fine notifications0% fee on fine & parking paymentsExclusive auto offersPlus also includesCity Hall fine notificationsFine photos & videosAuto comfort0.90 ₾/ monthPolice fine notifications0% fee on fine & parking paymentsExclusive auto offersContinue9:41Auto comfort plus is activatedWe’ll let you know about new fines and inspection deadlinesMy carAA000BBPlanAuto comfort plusMonthly fee2.90₾Go to my auto
Redesign · Dashboard
Auto Comfort dashboard
Redesign · Fines
Everything about fines
Inspection validUntil 22 Aug 2027You have 3 finesCheck details9:41SelectFinesCity Hall fine N100290Pay until: Nov 10-20.00 ₾City Hall fine N100292Pay until: Nov 12-20.00 ₾Police fine N100340Pay until: Nov 24-100.00 ₾Pay allTBC BanknowNew City Hall fine20 ₾ for GG000HH · Pay by Nov 109:41LHello, Lika!Forgot your passcode?12345678909:41City Hall finePay until: Nov 10-20.00₾Video recordingPhotosFine detailsReceipt numberN100290Fine date10.10.2026Fine time10:36LocationAtoneli street 10Traffic Code Article 125(2), Part OneParking a vehicle in a paid parking area without paying the fee set by Tbilisi City Hall.Pay 20.00 ₾9:41City Hall finePay until: Nov 10-20.00₾Video recordingPhotosFine detailsReceipt numberN100290Fine date10.10.2026Fine time10:36LocationAtoneli street 10Traffic Code Article 125(2), Part OneParking a vehicle in a paid parking area without paying the fee set by Tbilisi City Hall.Pay 20.00 ₾9:41Payment detailsFromVISAVisa DailyGE39 •••• 00411,240.00 ₾ToCity Hall fineGG000HHN100290 i20.00 ₾Amount20.00₾0% fee with Auto ComfortFee: 0.00 ₾Pay 20.00 ₾Inspection validUntil 22 Aug 2027You don’t have any finesInspection validUntil 22 Aug 2027You don’t have any finesYou’re doing greatNo fines on GG000HH. We’ll let you know the moment one arrives.Police finesNoneCity Hall finesNoneGot it
Redesign · Inspection
Inspection status, in every state
Inspection validUntil 22 Aug 2027You don’t have any finesInspection validUntil 22 Aug 2027You don’t have any finesInspection validYour next inspection is due by 22 Aug 2027. We’ll remind you before then.Last inspection22 Aug 2026Due by22 Aug 2027Got itInspection dueIn 14 days, by 9 NovYou don’t have any finesInspection dueIn 14 days, by 9 NovYou don’t have any finesInspection due in 14 daysGet your car inspected by 9 Nov 2026 to avoid a fine.Last inspection9 Nov 2025Due by9 Nov 2026Book your inspectionGot itInspection overdueDue 5 days agoYou don’t have any finesInspection overdueDue 5 days agoYou don’t have any finesInspection overdue by 5 daysYour inspection was due on 21 Oct 2026. Book one now to avoid a fine.Last inspection21 Oct 2025Was due21 Oct 2026Book your inspectionGot it
Recognition
In 2026 Global Finance named TBC the Most Innovative Bank in Central and Eastern Europe. Auto Comfort was one of the services recognized.
What I learned
Three things I carry forward
Document the why, not only the what
After the pause, context had faded and details were gone. Now I write down decisions, trade-offs and user insights as I go. Those notes would have been my way back into the work.
Shared pages turn design into negotiation
Working on another team's page meant every decision needed advocacy and compromise. In a large company, good design is also about getting people aligned and knowing when to push back.
Some things are outside your control
Pivots and restructures happen. What I can control is how quickly I adapt and keep the product moving when the ground shifts.
