AutoWhiz
An easy and efficient platform for service teams to stay organized and improve customer satisfaction.
About Project
One service that most people dread is getting a vehicle repaired. It can be a grueling experience and often quite expensive. While digging deeper into the service design of vehicle repair, I realized it is not only the customer who is dealing with a lot during this time. The service team is often overwhelmed and stressed due to the volume of vehicles they tend to every day.
Methods
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User Interviews
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Sketching
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Service Blueprint
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Surveys
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Wireframing
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Prototyping
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Affinity Mapping
CATEGORY
Web App
TYPE OF PROJECT
Concept
ROLE
UX/UI Designer
DURATION
3 Days
TOOLS
Sketch
InVision
Marvel
Research
SURVEY
70 Responses
USER INTERVIEWS
3 Interviews
SURVEY INSIGHTS
Survey says....
I started by sending out a survey that focused on vehicle repair. This survey was sent out to my personal social network (Facebook, Slack, and LinkedIn) and was posted in various Reddit channels.
USER INTERVIEWS
Similar but different experiences
I contacted users from the survey that had listed their last vehicle repair experience as a 7 or under. Out of the 8 participants, I was able to interview 3. They all had very different experiences, but they had similar experiences.
How many times in the past year has your vehicle been serviced?
1-5 times
86%
None
7%
6%
6-10 times
Where did you take your vehicle for service?
Dealership
50%
Local Auto Shop
31%
Family/Friend
9%
Other
9%
I hate that no one takes me seriously because I’m a girl/mom like I don’t understand that the filter I “have to have” is marked up 400% than if I bought it myself. It’s annoying.
The curveballs never stop and that is the best feeling of knowing that you are the one who gets to take a crack at it. You are the one who needs to persevere and take control of the situation. The biggest thing that a person needs to be able to improve upon is themselves. Be prepared for the solutions, even if they are hard to come by.
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Valued various payment options
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Scheduled services online
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Took their car to a shop they trusted
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Valued communication initiated by the auto shop
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Felt judged by service advisors
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Enjoyed a welcoming environment
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Fears the unknown
Customer
Service Advisor
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Values customer satisfaction/relationship
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10-16 new vehicles in care daily
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20-25 people throughout the day
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Honesty and trust are important to him
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Faces difficulty when explaining horrifying back order situations to customer
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Believes there is always something new to learn
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Tries his best to “dumb” things down
SERVICE BLUEPRINT
THE OPPORTUNITY
Problem Areas
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Communication between customer & service advisor
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Customer service training- how to talk to people
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Communication to the customer about the status of the car
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Slow checkout process
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Difficult time delivering information to women or people with lack of auto knowledge
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Lack of automotive knowledge
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Various forms of notifications/communication (text, email, message in app)
LOGO + STYLE GUIDE
PROTOTYPE
USABILITY TESTING
Time constraints...
Due to time constraints, I did not have time to test with users. As part of my next steps, I would complete the following to test this product:
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Beta test the mobile application with the internal team
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Service Advisor, Technician, Porter, and Cashier
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Conduct user interviews on current customers of the dealership as a baseline
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Surveys would be sent to the customers to see how their experiences were
REFLECTION
Next steps...
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Build out the training section
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Create other user interfaces (technician/cashier/porter)
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Create a customer mobile/web application
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Develop a way for videos and informative information to be provided to the customer through the application
What I found enjoyment in...
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Service Design
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Internal Interface design
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Research
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Synthesis/Analysis
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Wireframing
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Branding
