Vehicle Service Management System Dashboard
Work
Research, Visual Design, Product Design
Client
Carbon auto world
Year
2021
Carbonautoworld is an auto e-Commerce chain and Fitment Centre that was looking to design the next generation of its web app for vehicle fitment services which allows a seamless experience for customers and employees.
Introduction
Carbonautoworld has a presence in all the major markets in West, South & Central Africa that allow easy access to a variety of mechanical services and auto accessories.
They wanted to provide a seamless experience for their employees using their service management dashboard interface. The solution should enable professionals in the auto-garages with an easy-to-use application that can help them to monitor their business transactions in real-time.
They approached Yellowfish digital innovations to design a web app primarily focused on iPad it allows employees to manage clients’ tasks, manage inventory (i.e auto spare parts), and serve clients professionally.
My Role
I was part of this project as UX Research, and UX Design execution and collaborated with a product manager, tech leads, and QA.
Tools
Pen & Paper, Figma
Duration
4 Months
The problem
Carbonautoworld’s previous web app was outdated and difficult to use, resulting in a poor user experience for both customers and employees. The company needed to modernize its web app to improve the customer experience and streamline the fitment process for employees.
Solution
A new web app that focused on improving the user experience and streamlining the fitment process. We integrated a comprehensive product catalog with detailed descriptions, images, and pricing information, and added tools for customers to easily place orders and track their progress. We also included features for customer service to allow customers to easily get in touch with the company.
To streamline the fitment process for employees, we added tools for order management, including the ability to track orders, manage inventory, and communicate with customers. The web app was designed to work seamlessly on a range of devices, including desktop computers and tablets.
Research
Interviews
I found that in order to understand how an automobile garage is run in an attempt to gain some perspective to determine the needs of potential users of the App, I conducted in-person interviews. For the interviews, four candidates were chosen. I recorded and took notes during the interview process so that I could review and take notes afterward. The interviewees were chosen based on their qualifications as administrators/managers and mechanics.
Objectives of the interview
1. to understand the operation of an auto garage.
2. to comprehend the broad issues the car-garage business faced.
3. to assess the ongoing measures for addressing the highlighted issues.
Affinity Map
Affinity diagramming was used to conduct a thorough study to derive information from interviews, surveys, and user behaviors and activities at the auto garage premises.
Ideate
We then brainstormed ideas for how to address the problem statement. We came up with a range of potential solutions, including a comprehensive product catalog, tools for customers to easily place and track orders, and features for employee order management.
Prototype
I made a low-fidelity prototype using Figma and conducted user testing to gather feedback on the design and functionality of the prototypes.
Key task
1. User onboarding
2. vehicle inspection
3. Service booking
3. Order new inventory
Test
Based on the feedback from user testing, we iterated on the prototypes and refined the design of the web app. We conducted additional user testing to ensure that the final design met the needs of both customers and employees.
Test goals
To determine the usability and effectiveness of the Carbonautoworld web app for vehicle fitment services.
Participants
2 fitment specialists,
1 manager,
1 customer service representative
1 sales representative.
Procedure
1. Participants will be given a brief overview of the web app and its features.
2. Each participant will be asked to complete a series of tasks using the web app, including:
> Searching and selecting a product from the catalog
> Placing a work order
> Tracking the progress of an order
Participants were asked to think aloud while completing the tasks, to provide insight into their thought processes and any issues they encounter. The moderator will take notes on the participants’ performance and any issues that arise. After completing the tasks, participants will be asked to complete a survey to provide feedback on their experience with the web app.
Task 1: User Onboarding— 94 seconds
Task 2: Vehicle Inspection — 115 seconds
Task 3: Service Booking- 104seconds
Task 4: Order new inventory — 72seconds
Findings
However, a few issues were identified during the testing:
1. The fitment specialist encountered problems during the inspection and was unable to complete the inspection form.
2. The employee noted that the order management tools could be improved, specifically the ability to view and update customer information more easily.
3. A couple of participants suggested adding the previous inventory/product requests to the vehicle profile.
Based on these findings, we made the following changes to the web app:
1. We redesigned the inspection form to make it more visually recognizable for all fitment specialists by making it an icon-based checklist that is categorized by information type and provided a progress indicator.
2. We updated the order management tools to allow for easier access and update of customer information.
3. The previous product and inventory requests have been integrated into the vehicle profile.
Overall, these changes should improve the user experience and streamline the fitment process for both customers and employees.
Final design
Result
The new Carbonautoworld web app was a success, with a significant increase in customer satisfaction and employee efficiency. Customers were able to easily find and purchase the products and services they needed, and employees were able to manage orders and fitment services more efficiently thanks to the streamlined order management tools. The responsive design of the web app also ensured that it was accessible to all customers, regardless of their preferred device. Overall, the new web app has helped Carbonautoworld improve its customer experience and streamline its fitment process.
