FENDER

No more waiting at Car Shops

UI/UX, Brand & Strategy

Website Platform

The brief

Fender is an application that allows users access mechanics for repairs and schedule car maintenance services.

This is advantageous to car owners because it brings the car repair business right at the place where their vehicles fail. The availbility of a mobile mechanic enables car owners to save money. This also meanss they no longer have to spend time to bring their car into the shop for routine checks and tune up services

In Short, Fender helps customers get on with their daily schedules, while their cars are being checked and repaired.

User Research

The automotive industry has a high speed of demand.
The main goal of the study is enhancing the experience of repair and maintenance cars for consumers (car owner) and service providers (mechanics, auto shops).

After analyzing the market, consumers and their behavior we found valuable insights which helped discover the problems and figured out how to improve the pain points of the process.

In this phase, we used a combination of qualitative and quantitative research methods to identify the following:
• The needs that the solution should meet to be viable
• The goals which your users rely on your product to meet
• Competitor research.

Persona Findings

Difficulty in having a routine check-up/maintenance due to insufficient funds or financial challenges.

• Most people have very busy days and don’t keep in mind the period to have a check-up until the car is faulty. The thoughts of having a routine check-up may come to mind but most people are too busy to create time to go to an auto mechanic workshop.

• Some areas people stay are quite distant from a mechanic workshop which is a problem that some people look at before they eventually visit a mechanic workshop for car maintenance or not.

• Some people especially young people don’t see the importance of a routine check-up until there’s a fault or damage to fix.
For example, Dapo iyanda, a potential user above.

User interview

User persona

User journey

Journey Map

We extended the flow and defined all pain points during this process. Using a Journey Map helped discover more detailed interactions and highlighted the full picture of the maintenance process.

Christabel

Scenario

Christabel is going to the office, she has a big meeting and afterwork has to pick her kids up from school.

Expectations

Get to work on time without incident Pick up Kids early from school Getting home before dark

User Activities

Car Issues (Initial Phase)

✔ ︎Tries to fix it herself

✔︎ Finds Recommendation

✔︎ Searches the Internet

✔︎ Remembers to maintain car

✔︎ Calls Familiar Mechanic

Services Found

✔ ︎Calls service provider

✔︎ Describes Problem

✔︎ Asks for price estimate
duration of fix or maintenance

✔︎ Arrange appointment

✔︎ Remembers Appointment

✔︎ Calls to reschedule or to guide service to location

Car Maintenace/Repair

✔ ︎Arrives at garage service

✔︎ Discusses problem

✔︎ Makes Pre-payment

✔︎ Leaves car for fix / maintenance or waits

✔︎ Picks up Car

Payment

✔ ︎Checks the car

✔︎ Discusses what was done

✔︎ Pays the rest of the money

Post Phase

✔ ︎Calls garage/
mechanic
for details on repairs

✔︎ Recommends to friends and family

✔︎ Arrange new appointment

PAIN POINTS

Car Issues (Initial Phase)

✔ ︎Has no idea what to fix

✔︎ Not able to drive

✔︎ Knows what’s wrong but doesn’t have time or can’t fix it

Services Found

✔ ︎No near garage or mechanic

✔︎ No accurate price

✔︎ Hard to describe the problem

Car Maintenace/Repair

✔ ︎Difficult to arrive in time. (especially during work hours)

✔︎ Unsure how much time maintenance/fix will take

✔︎ Not sure about suggested services

✔︎ Price varies and is too high Impersonal communication with mechanics

✔︎ Take out all personal items from the car

Payment

✔ ︎Not sure everything was fixed or maintained
✔︎ Doesn’t get a breakdown for services

✔︎ No warranties

✔︎ Hidden Costs

✔No ability to pay online

Post Phase

✔ ︎Bad car conditions after repairs/ maintenance

✔︎ Forgot garage name or mechanic name for making next appointment

✔︎ No receipt (price breakdown of what was done)

Epics + Stories

To help lay the building blocks for my initial design, We needed to brainstorm many possible scenarios of what Faith would potentially need from a solution. Brainstorming was helpful to generate lots of ideas. However, We needed to get organized, so we clustered stories into epics.

These guided me in ascertaining what the individual features would be by way of smaller user stories that essentially helped me map out multiple user journeys from discovery to action.

Design Principles

Fun and Simple, to delight the user and keep the tedious tasks light. Personable/Human, so each persona could relate; Curated, or to have the feel of a personalized service; Lifestyle/Consumer-driven, anchored on or influenced by the actions and needs of the consumers.

Some user epics and stories generated during research

Wireframes + Flowmap

In Figma we made sketches and wireframes of different configurations to iterate layout changes, simultaneously getting immediate feedback from friends that somewhat fit the defined personas. When we was relatively satisfied, we mapped out user flow diagrams.

Guide

Logo Usage

Design Systems

We love building design systems that grow with my clients. We created reusable components for Maildrip to make future scaling simple.

Typography

COMPONENTS

Performance
Indicators

Fender launched its MVP with new brand identity with ease, and more importantly, their target user loved it. Conversions from Physical Car Maintenance to the Fender App increased by 9%, resulting in an 11% revenue increase.

In Conclusion

We’ve continued to conduct usability tests with potential users using a native prototype built using Flutter. While the feedback has been quite encouraging and instructive so far, to improve on the scale of testing and obtain even more inclusive results, we’re considering using Hoolio.app to gain accss to more real users and useful tools. we’re using my findings to further iterate upon the design, and keep making the product better. The possibilities are endless

Final Thoughts

Going through this whole process of user-centered design further convinced me on the need to design digital products with the user in mind at all stages and phases, especially when venturing into relatively new fields that do not have as much data available to glean from. It was interesting gathering information using different methods. We’re also doing preliminary work on a web dashboard to allow administrative management on the platform, as well as give valuable insights to stakeholders. This is only the begining of the journey.

Got an idea?

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