Fixter
Fixter was launched in 2017 to change the experience of car maintenance for our customers, by making it as easy as ordering a takeaway.
The process
Working on an end to end, iterative design process that involves facilitating ideation workshops, designing low fidelity and high fidelity prototypes, conducting user research and working with the Product managers and engineers to implement design features in ongoing sprint cycles using agile methodologies.
Ideation workshops
I start all design thinking in mock-up format. This can include office whiteboard sessions or digital tools such as Balsamiq Mock-up or Miro. During this mock-up phase, I annotate my design thoughts, share my ideas with the team, produce mock-up prototypes using Invision and iterate on these ideas to establish a design that I believe answers the customer or business needs.
Remote Usability Testing
I create a testing plan to compare our live site with competitor sites to get rapid feedback on what performs better and gather insights
Some other insights from rapid remote testing:
30% of users would prefer to have an option to drop off their car to the garage, rather the a driver collecting and deliver their car
10% of users stated they would like a feature to create a calendar event / reminder when scheduling the slot
20% of users expected to see a list of garages to choose from and were concerned they didn’t know where their car would be going
User Journey
I work with the Product Managers to create user stories to help frame the pain points for the customer to map out the user journey
Wireframing the experience
After defining the flow and thus what screens were needed I proceeded with creating the wireframes to explore the experience in more detail on a screen-by-screen level. The main focus was the booking flow where they choose their repairs and collection & delivery, which sits at the heart of the experience.
I spent some time wire framing the customer experience and later developed these into quick prototypes to test interactions and the user flow.
Designing the experience
After we had both the structure and the wireframes I proceeded with putting it all together and designing the final UI.
Insights, A/B Testing, Iterative Design
Throughout the product cycle, we obtained many learnings from customers through NPS feedback, Hotjar recordings, User interview insights with customers, drivers and garages, A/B test analysis in Optimize and many more forms of feedback. From this feedback we would constantly test and iterate on existing and new features in the ongoing sprint cycles using agile methodologies.