Owning a car is not simple. It requires a lots of care to maintain its condition from time to time. As complex, as it may sound, getting your car serviced, is not an easy job. We all have faced many issues getting our car serviced. The problem many faces is service cost, trust issues with the service advisor, end to end experience journey.
I followed the double diamond method to tackle this problem.
To better understand the problem statement, I framed questions to help me figure out the various areas of this topic that needed further research.
The next stage involves the collection of data firsthand data without relying on any other resources. ****It includes an in-depth analysis of a problem by asking the users directly, and it consists of surveys and user interviews.
I did an online survey using Typeform to validate my problem statement and to select the right users for further research. The survey form was sent to 30+ car owners, among which 19 people responded.
I Interviewed 4 participants among the 19 people who responded to the survey form to know their challenges and motivation. I selected 2 participants who have never used online service booking and 2 participants who have used online service booking. I interviewed them over video calls and phone calls using Phone calls and Zoom.
Here are a few general questions I included in all my interactions.**
What does your typical day look like?
What mode do you use for your service appointment booking?
How do you use service booking-related apps?
How was your experience using the service app, what features are missing which will help you with more usage with the app?
What challenges did you face while booking your service appointment?
Are you regular with your car servicing? If not then why?
How was your experience with service cost quarries with the service center?
I went online to see how others are solving these problems. After researching, I found multiple apps which provide similar services. I did a competitive analysis to define any gap in the market and know my competitors' strengths and weaknesses.
****Based on the data I gathered from the research, I created a fictional character who represents the target user group.
Among the 4 participants I interviewed, I went along with one of the participants to the service centers. I selected the particular one because he used offline methods to book his appointment and goes to the service center by himself. After all, I wanted to figure out the most annoying and frustrating part of the process, due to which people avoid going for service. I created a customer journey mapping and listed the pain points and opportunities.
I synthesized my data from the research by reviewing my research goals and using them as my north star to focus on my analysis. I organized the data, reviewed them, and identified patterns and themes. After that, I summarized them and shared my findings.
I went through the app store to check the unfavorable reviews of the competitors to understand the problems users are facing**.**
I got the following problems
For MPV 1 I decided to integrate the must have features.
This user flow was created to illustrate how the user will navigate through the app.
Information architecture is the practice of deciding how to arrange the part of something to be understandable. Information architecture aims at organizing content so that users can easily adjust to the functionality of the product and find everything they need without significant effort.
A storyboard helps visualize by sketching out how a user may use a feature.
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After the digital wireframes were completed, I tested the prototype with 3 participants to see how user-friendly the application was. The test was conducted over a zoom video call, where the participants were given the following tasks. At the same time, I observed how they navigated through the app.
🗒️ Task- Book and track service
