After Sales App
ART DIRECTION / UX & UI
After Sales is one of the toughest aspect in the automotive business. The client implemented a 80min service process as a means to amp up efficiency and productivity. The team and i decided to take an initiative to purpose a more sustainable solution as means to support their current initiative.
MY ROLE
TAKING THE LEAD
I was the team lead for this initiative and responsible for experience strategy and design for the app.
Working closely with my team consisting of designers, developers and chief technologist, we constantly touch based at
all stages of development. I lead the bulk of the UX work, producing most of the key frames and supervised other major
deliverables pertaining to the app. I was also one of the lead presenter during client presentation.
THE CHALLENGE
GOING AGAINST AN ARCHAIC SYSTEM
The client envision a consumers experience that is seamless and time effective. One of the many challenges
of the service department is the archaic system between the customer's service department and workshop department.
Booking system are still done manually. Same goes for services quotes and diagnostics.
THE APPROACH
ITS ALL ABOUT THE MOMENTS
Our strategy to building the app was very much influenced by the study done by thinkwithgoogle
on micro moment marketing. The 3 main pillars in the study became the guide for us during the development phase.
At what ever point the experience didn't meet the fundamentals of the pillars, its back to the drawing board of the team.
IDENTIFYING THE NEED
By conducting an internal survey within the company via Google Forms, we secured user data from
a sample size of 40 people. We asked them questions or rather gave them a wish list of what would
be the most ideal after sales app for them to have in their mobile. Below are some of the main needs requested :
Research Paper by Google on : Micro-Moments: Your Guide to Winning the Shift to Mobile
Service
Notification
Book An
Appointment
Service
Estimate
Customer
Support
WHO ARE WE TALKING TO
We broke down our target group into 2 archetypes and used their characters to
develop a consumer journey to have a betterview of their behaviour and interaction
THE NEWBIES
First car buyers who aren't quite sure about how and
went they should maintain their car on a regular basis.
THE SCOUT
Car owners that are all about keeping tracks on the
cost and planning ahead on the car's maintenance.
WIREFRAME TO IDENTIFY USER JOURNEY
One of a the consumer journey of a new car owner registering and locating the nearest service centre on the the app.
Below is a wireframe of a newbie registering their car in time for their first car service. Through the app, the user
are able to determine the closest most reliable service centre via the app and book an appointment instantly.
LANDING PAGE DESIGN
REGISTRATION PAGE DESIGN
BOOK APPOINTMENT PAGE DESIGN
THE OUTCOME
From all the research and development, we created a simulation and shared it with 20 test subject
to see how the app would fair in real world situations.Unfortunately i am unable to share the simulation here due to
non-disclosure agreement. On hindsight, most were quite pleased at the level of transparency within the app. With service appointment made easy, they were able to see timing on when best suited for them to make a booking.
They also liked the fact that now they could check how much parts would cost and a more thorough breakdown for all the services done to the car. Having their car records on hand also was a hit to some user. Being able to keep track of services done was a god sent for some especially with the women folk. They feel it quite daunting when ever asked about the history of repairs and services done to the car. Having it in hand makes it easier for them to refer to in the future. With all the positive feedback, an minor iteration we presented to the client and they were quite happy and appreciated our efforts to help them improve efficiency.