Carshop
Business Manager Module
DATE
June 2019
MY ROLE
Finance, Automotive, Banking, Loans
DOMAIN
Finance, Banking, Automotive
SERVICES
Surveys, User journey map, Card sorting, Design language system, Wireframes, Interative prototypes,
About Project
The Product.
An award-winning retailer, a leading car supermarket in the UK, that have thousands of cars in stock, place where cars are the most competitively-priced with Price Match Promise.
Target audience.
Sellers, managers, and store delivery directors.
Business challenge.
To make the CarStore be able to sell cars quickly, provide loans from banks or exchange cars, managers needed a tool that would contain all the necessary information and that would be integrated with many external services. And the main function of this tool is that the manager sitting next to the client could quickly go through all the necessary steps to sell a car.
My role.
Senior UX/UI designer, Design team lead.
Worked alongside a dedicated team of developers, BA's, and project managers, in Lviv, Ukraine, and with the foundational team based in London, UK.
SURVEYS
After the project kickoff, we defined our research strategy and objectives. Understanding the target audience and their challenges were our priority. First, we built an online survey and shared it with dedicated company employees. In just a few days, we received 18 submissions. Based on these, we identified 5 common pain points, which lead us to the next step.
JOURNEY MAPPING
After clarifying all customer requirements, and with the artefacts from the user surveys, our team realised that the project is very complex and its successful implementation is possible only in case if it would be divided into chunks. Together with the team on a customer's side during long meetings, using UX prioritisation matrix we select the functionality that have to be developed in MVP.
SETTING PRIORITIES
After clarifying all customer requirements, and with the artefacts from the user surveys, our team realised that the project is very complex and its successful implementation is possible only in case if it would be divided into chunks. Together with the team on a customer's side during long meetings, using UX prioritisation matrix we select the functionality that have to be developed in MVP.
CARD SORTING & INFORMATION ARCHITECTURE
End users had high expectations of finding solutions to their problems with minimal effort. When finding information becomes too difficult or too slow, there is a risk that people will simply give up on it. And when users leave the app, it's harder to get them back. That is why there was a great need to create the right information architecture. To build everything correctly workshop with card sorting was made offline with end users and project stakeholders and after all results were converted to IA, which was iteratively reviewed and improved.
WIREFRAMES
After the project kickoff, we defined our research strategy and objectives. Understanding the target audience and their challenges were our priority. First, we built an online survey and shared it with dedicated company employees. In just a few days, we received 18 submissions. Based on these, we identified 5 common pain points, which lead us to the next step.
DESIGN SYSTEM
After clarifying all customer requirements, and with the artefacts from the user surveys, our team realised that the project is very complex and its successful implementation is possible only in case if it would be divided into chunks. Together with the team on a customer's side during long meetings, using UX prioritisation matrix we select the functionality that have to be developed in MVP.
FINAL UI
In a fast mode development and in a short terms we understood that we will not have the opportunity to redesign the interface, so right after development of the user flows, my colleague and I immediately moved to card sorting which helped us to build correct information architecture and then we moved to interactive prototypes. After several workshops with end users, we were finally able to create an interface that allowed managers to quickly fill-in large amount of information about the client and once a very painful and complex process turned into simple wizard.
Preparation screen, first step of manager-client flow.
RESULTS
Task Success Rate
At the end the percentage of participants that successfully completed tasks was equal to the total number of attempts.Task Completion Time
Indicators of average completion time and average time on task decreased by 20-30%Satisfaction
Customer satisfaction surveys told us that users were much happier to use the updated app. Satisfaction level increased from 32.4% to 88%
KEY LEARNINGS
Expect mistakes
Humans are going to make mistakes, so expect and plan on mistakes. Be realistic with your expectations of mere mortals, because unmet expectation is the mother of frustration. If you find yourself in a mentoring role, be kind, gentle and encouraging while giving helpful and constructive feedback.People won't tell you what they really think
Even when asking people direct questions, they usually don't reveal what they actually think or answer your question directly. Most people are too nice to tell you what they really think, or are protecting their own interests. Society has taught us to be indirect so we must use our intuition to understand what they really mean. Direct honesty in the right setting is an underappreciated commodity.Seek to understand
Listen as much as you talk. Listen before speaking and be the last to speak. Listen to understand, not to formulate your next question. Seek to understand the problem — seek to understand the user's experience, pain points, and perspective.Don't rush the process
Some things can't be sped up. When you rush to get something done, you will often skip steps by forgetting them or by making unfounded assumptions. Skipping a step in a process can have long-lasting and detrimental effects. Skipping steps might seem more efficient but it is not, it will often cause unnecessary frustration and cost extra time, money, and effort.
Photos with colleagues on team building events
