Overview
Deliverables
End to end mobile App of Cardoc
My Role
UX Research / UX / UI / Branding / Prototyping / Testing
Duration
10 weeks
Team
Solo Project
Background
As the number of car users increases, the need for repair and maintenance services is also rising. However, the process of booking an appointment, physically visiting the shop, and waiting for hours for your car to be serviced can be a tiresome and frustrating experience. As a car owner, you are familiar with the hassle of waiting for hours to get your car fixed. To address this issue, it would be convenient to have an app that not only estimates the cost of repairing your car through a few simple questions but also offers a hassle-free service that arrives at your preferred location and time. Such an app would benefit car owners experiencing this issue.
Research
The demand for user-friendly auto repair apps is increasing as people rely more on vehicles for daily transportation. These apps offer real-time service tracking, transparent pricing, online booking, and secure payment options. Customers prioritize service quality, technician expertise, and convenience while building trust through customer reviews, ratings, and verified service providers. Auto repair apps have the potential to transform the industry and meet changing consumer needs.
Competitive Analysis
Findings
Found it difficult to navigate the competitor's website/app due to its poor learnability and accessibility. It didn't seem very user-friendly.
Over half of the competitors lacked mechanic reviews, potentially decreasing user confidence in their reliability.
None of the competitors offered a repair process tracker function, which could provide users with peace of mind.
User Surveys & Research
What are the sentiments of the user?
The purpose of conducting this survey was to determine whether Cardoc, the mobile auto repair service app, can garner the attention of car owners and cater to their requirements. Additionally, I aimed to identify methods to distinguish the app from its existing competitors. The results from this study will be thoroughly examined and assessed during the user interview phase.
Patterns commonly found through surveys from 10 participants.
Users tend to be younger and tech-savvy individuals who are comfortable using smartphone and applications
Service user rate is highest in urban and suburban areas where vehicle ownership is more common
The service with the highest user demand was the scheduled maintenance service, followed closely by on-demand repairs.
More than half of surveyees expressed their main concerns to be trustworthiness and reliability when getting a car repaired
For 90% of users, convenience would be the primary reason for using the application
According to user feedback, Cardoc has been rated 92 out of 100 on average by those who are likely to utilize it
User Interview
Collecting insights to understand the needs, preferences, and behaviors of users
In an effort to understand my users and gain insights into their needs, goals, & frustrations, I conducted a user interview based on previous findings. My goal was to identify ways to improve the convenience and user-friendliness of the service, as well as increase its trustworthiness and reliability. Below is the general consensus made by 6 current car owners that further corroborate the survey findings.
Findings
“In terms of functionality and features, I expect the app to provide easy appointment scheduling, clear communication channels with mechanics, and transparent pricing information.”
“To enhance my experience, I would like to see features such as estimated completion times and the ability to track the location of the mechanic en route to my location”
“I prefer a streamlined and simplified interface that is intuitive to use. While I appreciate advanced features, I don't want them to complicate the overall user experience.”
“Real-time updates regarding the status of my vehicle repairs are very important to me. It helps me stay informed and plan accordingly.”
“Having easy access to information such as service history and upcoming maintenance reminders for my vehicle would be valuable to have readily accessible in the app.”
User Persona
Sarah Davis / 28 / Lawyer
Sarah is a busy professional who relies on her car for daily commuting. She is Generation Z, a digital native. She has limited knowledge of automotive repairs and prefers convenience when it comes to maintaining her vehicle.
Goals
Convenient and hassle-free auto repair services
Accessible and user-friendly mobile app for managing repairs
Timely updates and notifications on the status of her vehicle repairs
Motivations
Sarah values her time and prefers efficient solutions that save her from making multiple phone calls or visiting physical repair shops.
She seeks reliable and reputable auto repair services, as she wants to ensure her car is in good hands.
Sarah wants the flexibility to book appointments, communicate with mechanics, and make payments through a mobile app, allowing her to manage everything on the go.
Challenges
Sarah lacks technical knowledge about car repairs, so she relies on clear communication and transparency from the service provider.
Due to her demanding job, Sarah needs a service that fits into her busy schedule without causing disruptions.
John Foster / 40 / Small Business Owner
John is a hands-on and practical individual who owns a small construction business. He has advanced knowledge of automotive repairs and prefers a reliable solution for his vehicle maintenance needs.
Goals
Access to experienced mechanics for professional repairs
Transparent cost estimation and reliable auto repair services
Accurate turnaround time for repairs to minimize downtime
Motivations
John is focused on managing his business expenses and seeks transparent cost estimation auto repair services without compromising quality.
As a business owner, John relies heavily on his vehicle for transportation and needs repairs to be done right the first time.
He values experienced mechanics who specialize in specific brands, repairs, or maintenance tasks.
Challenges
Running his own business keeps John busy, and he needs a service that can accommodate his schedule and minimize the time spent on repairs.
John expects the service provider to deliver on their promises and provide reliable repairs, preventing recurring issues.
Problem
Consideration of accessibility and wait times for repairs to avoid scheduling disruptions.
When visiting an auto repair shop and getting your car fixed, time and convenience become significant factors. Scheduling appointments that align with your availability can be challenging, leading to wait times that can disrupt your schedule. The distance and accessibility of the repair shop can add travel time and hassle. Clear communication and timely updates are crucial for a smooth experience, but delays and lack of information can be frustrating. Additionally, lengthy service turnaround times can disrupt your daily routine.
Solution
Assisting car owners with repair service, Anytime, Anywhere, and hassle-free repair cost estimates
A user-friendly application designed to assist car owners in estimating the cost of repairing their vehicles. It does this by asking a few straightforward questions and then providing a service that is both convenient and comes to the customer's desired location and time.
Sitemap
Ideation and planning of a mobile auto repair service app
A sitemap organizes an app's structure, showing hierarchy and relationships. It incorporates competitor analysis, research, surveys, and user interviews. The structure prioritizes convenience, real-time updates, secure payments, and access to service history, tailored to user needs.
User & Task Flows
The application provides users with clear and straightforward decision trees to follow. This helps us understand how Sarah and John achieve their goals, whether it's scheduling an appointment or getting professional guidance.
On-Boarding Process
Appointment Scheduling
Usability Test
Identifying if users are able to complete tasks successfully and effectively with the prototype
Conducted a user testing with 8 participants by using the prototype. Above are the success rates collected from the usability tests for each flow.
Insights
Stress-free onboarding process with a simple and direct interface
All testers indicated that during the onboarding process, they were greeted with an easy to use guideline
Some testers feel unsure about selecting a mechanic when scheduling a service or speaking with one
Some testers expressed a desire for Cardoc to recommend a mechanic rather than having to choose one themselves. They felt that the process of selecting a mechanic was a little stressful and time-consuming, and they didn’t want to risk making the wrong choice.
During the scheduling process, some testers were unsure how to navigate back to previous steps
Some testers were confused by the top left chevron, unsure if it meant going back to the previous step or exiting the scheduling process and taking them back to the home screen.
Final Wireframes & Prototypes
Onboarding Experience
During the onboarding process, Cardoc provides a brief explanation of the app to ensure a seamless user experience. Afterward, users are prompted to fill in their basic info to personalize features like "Popular Services" based on their vehicle and location. However, users can choose to skip this step and proceed directly to the home page if they wish to avoid any inconvenience that may discourage them from using the app. Users can fill in their info when they schedule a service or anytime after they browse the app.
View Onboarding Wireframes
Appointment Scheduling
The reservation system was designed to ensure a stress-free and easy experience for users by adopting a one-task-per-page strategy. The idea was to minimize unnecessary loading times and reduce the likelihood of people leaving the process midway due to the overwhelming number of fields on a page. By breaking down the process into one simple task at a time, users can reserve services without feeling burdened by a multitude of blank fields.
View Appointment Scheduling Wireframes
Chat with Mechanic
Chat with a mechanic allows with questions users to quickly and easily connect with professional mechanics. After discussing their needs with a mechanic, users can effortlessly book the services they need using the Call-to-Action button presented on the message screen.
View Chat with Mechanic Wireframes
Impact
Cardoc is a service that will have a significant impact on both car owners and mechanics. With the convenience of this service, car owners can now easily fix their vehicles without the hassle of taking them to a repair shop. Additionally, this will also create more work opportunities for mechanics, enabling them to expand their business and serve more customers.
Takeaways
As a solo designer on Cardoc, I encountered a project that required a high degree of understanding of car owners and mechanics needs. To create a successful service and application, I conducted extensive research, analyzed data, and collected feedback from potential users. This helped me gain a comprehensive understanding of the target audience and their requirements.
Through this experience, I developed various skills even more such as wireframing, prototyping, and user testing. I learned how to prioritize features, design an intuitive user interface, and ensure that the product was user-friendly and accessible to all. Overall, this project provided me with valuable insights and skills that I can apply to future projects, allowing me to create products that best meet user needs.