Jun 27th 2020 - Sep 18th 2020 for Zip Mechanic
Brief: Zip Mechanics is an app that allows users to get minor car problems fixed at their desired places and time. It is also a platform where users can chat with professional mechanics about any topics related to cars. Duration of the Project: 4 Months
Highlighting The Problem
- Customers are used to having car services at the traditional dealers and auto shops.
- Customers have doubts about the quality of mobile mechanic services. It is hard to build trust between customers and mobile mechanics.
- Cost transparency is one of the big concerns for customers. Most of the customers are expecting cheaper prices by choosing mobile mechanic services.
- Mobile mechanic services have been out in the market for a while but there are only a few have succeeded. It is still a long way to change users' behavior and build trust
- A transparent system and platform require both user-centered design products and technical support.
The goal is to build connections and trust between the platform and users to accomplish more services booking.
There are other apps such as Just Answer and Mechanic Advisor both provide customers with answers to certain mechanical service questions. Other apps such as Wrench and YourMechanic only provide mobile mechanic services. Zip Mechanic App combines both chat and service features involves more marketing researches, analysis, design and technical supports.
- Case Study for Portfolio
- Learn new tools
- Apply skills and user-centered design process to showcase impact on a designed service
- Practice user interviews and result in analyzing
- Understand the user's frustration and pain points in a real-life scenario
- Know where I stand, as a UX Designer and what problems I need to solve
My Success Matrix
- Create a more welcome onboarding system with users’ good reviews.
- Connect mechanics and users by chatting to build trust, but still, keep the system at a professional level.
- Increase the initial interest in the APP from users.
I used IDEO's Human-Centered Design thinking process. This approach was supported through research.
To understand who our users are and what are their pain points.
Competitors Research Summary
Just Answer and Mechanic Advisor both provide customers with answers to certain mechanical service questions. Wrench and YourMechanic only provide mobile mechanic services. There is not an app that combines both answer questions and provides service.
Primary Research Goals
- Identify critical demographics of the potential users to help to build the user persona.
- Identify the level of interest, frequency of usage and goals of those users interacting with mobile mechanic services.
- Identify user pain points with the current market.
- Collect data on the scenario in which users would interest in booking mobile mechanic services.
- Understand what motivates users to change from traditional auto repair services to mobile mechanic services.
- Find out what features attract users to use mobile mechanic services.
Methods to do this by the following steps
⟶ User Story
⟶ User Persona
⟶ User Interview
⟶ Online Survey
After capturing the user insights, it is time to organize the cluttered information and define the problem we going to focus on and ultimately narrow down to a solution statement.
Identifying and Prioritising Pain Points:
After reviewing our user interview records and data from the survey, each user's pain points is written onto a Post-It with the help of affinity mapping. Our mobile mechanic users need a way to find a mechanic they trust because they want to experience better quality services and get car repair much easier.
An App that has a network of high-quality mechanics and a platform allows users to rate and review the background of the mechanics will help to build trust. Advanced estimation and consultation will also provide a fair and transparent quote and give users more confident choices.
Conducted interviews are used to assess the learnability for new users interacting with the app for the first time. Also interviews are used to observe and measure if users understand the app, its value, and how to complete basic initial functions such as logging in, navigation, asking questions and book services
The information architecture that was analyzed through user flows and user journey mapping was then being transformed into respective wireframes.
I started the ideation process by focusing on one user story to narrow down the problem solving that will revolve around the possible solutions on the early stage.
- I want easy access to experience the app first.
- I want to chat with the mechanic before I commit to having a service.
- I want to feel I can trust the platform.
- I want to know what kind of services I will possibly get.
User Journey Mapping:
I used the user Journey Mapping to represent a series of touch-points and feelings that drive the user to use the APP. It will help us understand the insights from the user.
Once I modeled the designs, I went to work on the high-fidelity prototype using Figma. I had never used Figma prior to the Case Study, but the tool was very similar to Adobe XD which I felt confident with.
Check Prototype Design Improvement Process ↓
Prototype was improved step by step based on usability testing (User Interview and A/B & Preference Testing by Usability Hub).
Check Prototype Link:
Future Product Scopes
- The payment process experience needs to be worked upon.
- Schedule tracking and account setting are still not built, need further research and testing to do further improvement.
- Even though testing was very limited and small scope, it is still really helpful in defining the problem and finding the way through it.
- There is no best design but there is always a better solution. I tried my best to get more collaborations with either interview participants or other designers on this project to get a different point of view before making any design decision.
- Understood a variety of different design tools and practices.
From this case study, I understood deeper about how to build a mobile app from scratch. It involved great collaborations and design thinking. I even got a chance to talk to a couple of developers to deep dive into the possibility in real scenarios. I feel more confident about future challenges and ready for my next UX/UI design journey.
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