RideReady
RideReady is a powersports service program built with the user in mind. Owners can book appointments online manage all of their vehicles service needs within their virtual garage.
The goal of this project was to help design the overall program offering and introduce the ultimate service program for powersport owners.
ROLE
UX/ UI, Wireframe, Prototype, User Testing, QA
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Understanding the Problem
Stakeholders hired an outside agency to conduct months of research on the viability of this offering. They interviewed owners to understand what they were missing when it came to servicing their vehicles and maintaining their vehicles health. Through these interviews they were able to identify some frustrations:
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Online booking process is not ideal - The current online booking process includes an inquiry form that you submit and then a dealer will call to schedule an appointment.
Lack of time - Busy schedules make it difficult to find time to take their vehicles into the shop.
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No transparency - Online service pricing is often vague or absent. Owners just want to know how much a service visit is going to cost without having to contact the dealership.
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Difficult to access Vehicle Information - Owners struggled to find manuals and vehicle information
Identifying Scope
Collaborative discussions with stakeholders and development team were held to identify program needs and initial functions:
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Booking flow
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DIY content
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Purchase accessories for install
Customer
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Manage service catalog
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Appointment management
Dealer
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Program management
Business
Deliverables for market entry would focus on three digital experiences to support customers, dealers and Polaris administrators.
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We took each experience and broke it down into features and functionality that would be needed in order to create a successful end to end experience. I created a site map that allowed stakeholders to visualize the big picture. From there, we were able to take the requirements, prioritize them and assign projects to sprints.
Experience Site Maps
Detailed site map of customer experience outlining content and feature needs within each section.
Detailed site map of dealer experience outlining content and feature needs within each section.
Detailed site map of admin experience outlining content and feature needs within each section.
Detailed site map of customer experience outlining content and feature needs within each section.
Design
Userflows and wireframes were created when tackling each major section of the user experience. These flows were very beneficial in the initial design process because it allowed business and development team to see the big picture before UI. Below are a few flows utilized in the initial phase of design.
Flows created for various sections of the program
User flow of the booking process with a single vehicle.
User flow of appointment creation with notifications.
Flow of Polaris created service.
User flow of the booking process with a single vehicle.
Customer Experience
Along with online booking users wanted quick access to vehicle information. So the virtual garage was created to store all meaningful vehicle content for an owner.
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Key benefits:
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Customers can book and manage service appointments
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All vehicle information can be found in one spot
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Notifications keeps customer informed of upcoming appointments, recalls and service bulletins
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Access to DIY maintenance videos and articles for those that like to do the work themselves
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Maintenance history allows customers to keep track of dealer or manual service records
Features within customer My Garage
Dealer Experience
Because we were not integrated into the current dealer CMS we needed to create a simple management system for appointments and service catalogue. This management system ensures that customers get the transparency they want from dealers. By displaying pricing, allowing easy communication between customers and dealers, and automating notifications so customers know what stage of service their vehicles are in.
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Key benefits:
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Dealers can utilize our service catalog or create custom services through dealer settings
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Create, edit or cancel appointments with appointment management
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Communication tool allows dealers the ability to quickly message customers for any questions or additional concerns
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Payment system streamlines the checkout process
Appointment management
Admin Experience
Business team needed a management system in order to onboard dealers and to ensure all services in the catalog were up to date, and provide program updates and announcements.
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Key benefits:
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Ability to add multiple dealers streamlines the onboarding process and aids in scaling the program
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Service catalog management applies changes across all dealer services
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Data analysis to measure program success by region, state, or dealer
Dealer onboarding process
Testing
Tests were run throughout the design process to ensure that the experiences met the needs of each user type (customer, dealer, admin).
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Customer - During the design process multiple tests (unmoderated, preference tests, and first click tests) were run to verify design decisions. The first initial test Tested 8 users and had them walk through the booking flow in order to identify if there were any pain points.
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Result Highlights from initial test:
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6/8 users were able to successfully make it the payment step without any trouble. Two users stopped at the date and time step and because the date they wanted to choose (due to limitations of prototype) ended task. But commented their expectation of what would happen and then said it was still an easy process.
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Majority felt that it was an easy experience. And only stated that they could not complete the reservation because of the limitations knowing it was a prototype.
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Recommendations to enhance the experience were primarily stylistic, referencing that the size of font should be bigger in certain sections.
Dealers - Reviewed experience with our test pool of 10 dealers first in the design phase and in QA once developed. This consisted of phone review sessions where dealers would join via conference call and provide feedback on the newest feature. Recommendations were then evaluated by product owner and stakeholder in order to determine if the change needed to happen right away or would be implemented at a later date.
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Admin - Met directly with admin team to review designs and give them the opportunity to modify anything before development. Testing with admin primarily took place in QA phase as they preferred to interact with the live platform. If changes or additional functionality was required it would be prioritized based on operational impact.
Implementation
After business approval, worked through the handoff process. I walked development team through the design and answered any initial questions. I was also available to answer further questions that were uncovered along the way.
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Assisted in the QA process to ensure that all visual and functional expectations were met.