Competitor analysis
Research analysis
Information Architecture
User journeys
Low-fidelity wireframes and prototypes
High-fidelity designs
Usability testing
Regular stakeholder presentations
United Tires
2 weeks
2 people
I helped to come up with a solution on how to keep serving the customers in the COVID-19 crisis and designed a landing page for it.
United Tires is an Auto Repair Shops chain in Chicago and with COVID-19 pandemic customers traffic decreased substantially and they needed to come up with ways to service customers without the need of them to drive to the shop and assure all those who want to drive in that United Tires take all precautions for the safety of every customer and staff member.
Serve more customers by provide a new options on how they can still get the car repaired in the time of crisys
Boost the sales by introducing new contactless services
Calm the people who still want to come to a location and assure them that business takes all safety precautions.
Test MOBILE Repair Shop concept and raise awareness about this new service
Given the tight timeline, my approach had to be streamlined while ensuring the essential steps for a user-centered design process were maintained. Here’s a a description of my approach and actions:
Market research analysis
Customer Discovery
Customer Interviews
Persona
Prototype testing
Using an existing database of customer emails we created a survey asking if during the pandemic people will still be coming to a shop to repair their vehicle or look for other options that don’t require physical presence.
would prefer to visit
a location if it’s open
would prefer
contactless options
will not be leaving house and don’t plan to do any repairs soon
As a result, we found that most of the people would prefer a contactless option, although almost the same amount of people is willing to visit a shop if it stays open, so we decided to place the main emphasis on new contactless options of the service but at the same time assure people who want to visit the shop that it’s safe to do so and offer them a discount if they decide to drop off the car by themselves as it saves money and time for the business.
From customer interviews, we found that the most common fear about using the mobile /pick up service is being ripped off so we decided to put the prices for all services on the page so people can see that they’ll be paying usual in-store prices and not getting overcharged.
Because there was a lot of services to list we decided to collapse them into a 8 items list with ‘Show more’ button so the list does not prevent users who are not interested in pricing at the moment to find the information they need.
We made a website fully resposive because Analitics page showed that most of the people are looking for the service from mobile devices - 63.32%.
While testing the design we found that customers were hesitating with submitting the booking form even after they filled it out. Also, they often couldn’t find the service they need at the dropdown menu so that kept scrolling up and down looking to the closest option. To resolve it we changed the input type of the service field to ‘text input’ so customers can explain the issue in their own words and I also added the notice “We’ll contact you after submitting to discuss the details” so they will feel more at ease while booking, knowing that even if they did input something wrong they'll still be able to fix while clarifying the details of appointment with a mechanic.
We also found that live chat option substantially increased the number of people reaching out and therefore in a higher number of bookings.
Working on this page I learned that in tough situations like a pandemic it’s especially important to emotionally connect with our customers and inform them about possible solutions rather than playing on fears and promoting panic. We listened to what our customers needed at the moment and provided solutions.
We did not test our booking enough before launching the website and found that when people had problems with it we were not able to changes it the exact way we wanted because of budget restrictions, so we needed to come up with creative solutions to fix a problem without any major changes for developers. We needed to do more extensive testing before submitting the final design for development.
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