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.

2020 by Elena Harith. All rights reserved.