Otocare: An app that will help you with Vehicle Maintenance at Unofficial Workshops
OTOCARE is a concept app that was designed and illustrated by me
🛵The Background
At one time my wife was informed through the application to change the oil and order a vehicle maintenance schedule from an authorized workshop. It’s quite surprising to me how the facilities of an authorized workshop differ from those I get when servicing in an unofficial workshop. The main reason why I choose to maintain a vehicle in the unofficial workshop is I have a vehicle that is more than 5 years old and has a cheaper price. I imagine it would be easier if there was a vehicle maintenance app for the unofficial. it will help me a lot!
after thinking about how this system will work, I found something interest that maybe this product design will not only help me but also help business development for unofficial workshops.
👥Who and Why do need this application?
As User Point of View
We need an application to make it easier to maintain our vehicles. A well-maintained vehicle will have a longer service life, then it will be increasing efficiency.
As Unofficial Workshop Owner’s Point of View
Through the vehicle maintenance system, it will improve workshop services such as reminding users to take care of vehicles. So it will increase the chances of customers returning to maintain vehicles in unofficial workshops and bring in new potential customers
🥅Goals Settings
🧠 Design-Driven Innovation
This work process uses a double diamond design process to determine the right problem and solution for new innovation.
Discover🔎
At this stage, I used the interview method to get more in-depth data about user experiences and user needs. What I’m going to do in the interview is to find out if the problem I have is also shared by the people who maintain their vehicles in the unofficial workshop. it can also help non-official workshops to find out user needs for the development of their business. We also use the tracking Geography Information System to calculate the number of unofficial workshops compared to official workshops.
💎 User Research 💎
This research was conducted to find out the problems in maintaining vehicles in both official and unofficial workshops. this is to see the habits, advantages, and expectations of the results of vehicle maintenance.
We interview 5 people with qualitative methods to get more detailed data. The list of questions emphasizes more open answers, meaning that the questions are made to find out the actual data regarding the condition of the vehicle maintenance that has been carried out. We also talked to the workshop owner to find out the needs of the workshop and the difficulties if they use the application.
💎 Interview Question 💎
User question
- How many motorbikes do you have at home?
Purpose: This question is to find out the potential for vehicles that need maintenance - What is the current age of your main/daily motor?
Purpose:
This will find out the age data for vehicles that often use non-official workshops for vehicle maintenance - What is your main indicator to decide when it is time to service the vehicle?
Purpose:
This question is to find out the user’s habits in deciding when they maintain a vehicle. - In a year how many times do you service your motorbike?
Purpose:
Through this question, you can find the potential income of the workshop for vehicle maintenance every year - How much does it cost to service your vehicle once? (including oil change, maintenance, tune-up, and replacement if there is damage)
Purpose:
this can be used to find out the portion of costs that will be incurred for vehicle maintenance so that it will be a direct picture of the potential benefits that will be obtained - Where do you usually service your motorbike?
Purpose:
This question is to find out the user’s habit of taking care of the vehicle, whether to an authorized workshop or an unofficial workshop. - Comparison of people’s opinions about official and unofficial workshops?
Purpose:
This question is to find out the reasons for choosing between an authorized workshop and an unofficial workshop.
Workshop owner question
- How many employees work in your workshop and how is the work divided?
Purpose:
This question is to find out how big the workshop is by looking at the number of workers and divisions that have been formed - Have you ever used an application to order something for example food, goods, and delivery services?
Purpose:
this is important to know the experience of the owner knowing how to order through an application so that it will be easier if later there is a similar application to order services at his workshop - How do you get loyal or new customers?
Purpose:
This is to find out how business strategies can be entered into the application to get new and loyal customers - what indicators can be used for vehicle maintenance?
Purpose:
to find when is the right time to maintain the vehicle - how do you handle the queue of vehicles when there are many customers?
Purpose:
This question is to find out how to handle orders for vehicle maintenance at the workshop - why did someone decide on your workshop over another workshop?
Purpose:
this is to find out the workshop facilities that can be offered through the application
💎 Geographic Information System 💎
This method is used to compare the number of official and unofficial workshops so that the business competition map can be seen.
Result:
Based on the number and radius, it can be seen that the informal workshop business has great potential. However, this potential also brings vulnerabilities due to differences in quality between one another, so an assessment is needed to see the existing quality.
Define 🎯
The next process begins with analyzing and grouping problems to find more focused and effective solutions.
💎 The Hook Model 💎
the use of the hook model by Nir Eyal is to show what a product must do to create a dependency on that product. This is important because the end result of Otocare products must be able to answer user needs and create product dependence for businesses.
💎 Affinity Mapping 💎
💎 Key insight & Problems 💎
The results from the affinity diagram are to see the problem so that the solution can be more focused. these are some of the problems that will be worked on and resolved first
- in unofficial workshops, there is still no good standardization so between workshops there are differences in service quality
- users find it difficult to maintain the vehicle because they do not know the indicators regarding when to maintain the vehicle
- users feel they don’t have time to queue
- users complain about vehicle maintenance record data
- The unofficial workshop feels that the service can be optimized but doesn’t know what needs to be added yet
- Unofficial workshop parties feel the need to retain loyal customers and get new customers for their business
💎 Persona 💎
I’ve made a persona based on the data that we have to make better focus with our users by knowing their problem, need, and expectation and also we create a persona for workshop owners to find out the difficulties and needs in operating the application.
Develop 💡
After knowing the problem from the user and the workshop owner, 2 user interfaces will be made from the user side and the service from the unofficial workshop side. the otocare application will be used by users to order vehicle maintenance while the application of the otocare works will be used by the workshop to receive and manage customers
💎 Design Exploration 💎
In the exploration design process, I did a contender analysis through Honda’s “Motorku” application and Gobiz. in the “Motorku” application, what is taken is the flow of the online vehicle maintenance ordering process. this is because this application is very similar to a system built to make it easier for users to carry out vehicle maintenance in a workshop,
the Gobiz application is an application that will be used as an illustration for unofficial workshop owners receiving orders from users. This is because the ordering function is simple and easy to understand so it will be easy to use.
💎 User Flows 💎
we make arrangements regarding the flow of users simultaneously between the workshop owner and the customer. This is done because the same flow focuses on vehicle maintenance.
customers order vehicle maintenance from schedules, service packages, and payments. while the workshop side from receiving scheduling to a notification to customers regarding the final results of vehicle maintenance
💎 Wireframe 💎
Wireframes are used early in the development process to establish the basic structure of a page before visual design and content are added.
💎 Prototype 💎
Brand Identity
Creating a logo for a brand that we conceptualize ourselves is quite challenging. The logo on this Otocare symbolizes the form of service and objects that are always present in the workshop, namely a screwdriver. the second brand is called Otocare Works which adds helmets as a form of professional mechanic in vehicle maintenance. The logo is inspired by Halodoc which has the same vision, namely service.
Hi-Fi Prototype
After making a hi-fi prototype, the next step is to make this application usable by the user and workshop owner.
Testing App 🧪
💎 Study goals 💎
- Find out whether the user can find how to book and schedule vehicle maintenance
- Find out whether the new features are helpful to answer their problems or not.
- To explore their insights for upcoming features (from further interviews)
💎 Success Criteria of the testing 💎
User 🙋♂️
- Users can easily receive vehicle maintenance orders from customers
- Users are satisfied with UI design/Flow.
- Users understand the data provided on each page (impression task).
- Users are willing to recommend the new features to their friends.
Owner 👷♂️
- Users can easily receive a maintenance vehicle in their workshop
- Users are satisfied with UI design/Flow.
- Users are willing to recommend the new features to their friends.
💎 Direct Task 💎
User 🙋♂️
- Pass assessment vehicle (Task 1)
Hi!
Selamat datang di aplikasi Otocare, sebelum menggunakannya, kita perlu mengisi sebuah form untuk mengetahui data kendaraan and! - you want to maintanance your vehicle at an unofficial workshop then you use Otocare to order a vehicle maintenance schedule
hari ini kamu merasakan kendaraanmu tidak nyaman, kamu tidak punya waktu untuk menunggu dan antri di bengkel untuk merawat kendaraan, coba kamu lakukan pemesanan jadwal perawatan kendaraan dengan Otocare. - Can you please give a rate for the otocare app (scale 1–10)
- and are you willing to recommend the new features to your friends?
Owner 👷♂️
- Pass assessment workshops (Task 1)
Hi!
Selamat datang di aplikasi Otocare, sebelum menggunakannya, kita perlu mengisi sebuah form untuk mengetahui bengkel and! - you want to receive vehicle maintanance from your customer
hari santu besok ada customer yang memesan perawatan kendaraan di bengkelmu cobalah untuk menerima dan mengatur siapa mekanik yang akan kamu tugaskan untuk jadwal ini
3. Can you please give a rate for the otocare works app (scale 1–10)
4. and are you willing to recommend the new features to your friends?
💎 User Testing 💎
I use maze to measure the user experience of using the application. we can see the usability test better through the heatmap of the test results by the user.
💎 Testing Result 💎
User 🙋♂️
- User tester successfully completed with a success rate of 89%
This shows that the flow of maintenance vehicles was pretty easy. - From the test results, it was also found that some inputs could add insight to the improvement of the application
- We also found problems on 2 pages, namely entering the motorcycle frame into the vehicle assessment form and the home menu section which is still confusing
- We got an 8 average rating (NPS) (a scale of 1–10) from the user, and all of them were willing to recommend the new features to their friends.
Owner 👷♂️
the owner of the workshop managed to receive scheduling orders from customers well. this can be seen from the flow that everything can be done smoothly and ask a few questions when trying. At first, there were problems during the assessment workshop on the services offered, but overall a system for scheduling and payment for vehicle maintenance can be done.
Deliver 🤝
After completing all projects, the final process is to send documentation to be submitted to the developer as needed
💎 Documentation 💎
Lesson Learned ⚡
as a second project I still feel I need to learn a lot about the thought process and interface design related to several things:
- Doing better research, doing research with measurable and good methods will save a lot of time for future projects so that the final results will be even better
- Make system design, before starting to design the interface I need to make a system design so that in its use it is more neat and consistent so after this, I will study and make a good system design
- Step by step, At first I was pessimistic because there were many things that I needed to prepare, but after I made the framework and went through the targets I managed to complete the project so that in the future I will make more organized targets so that I can focus more
- Looking for a mentor, I feel that I still have a lot to learn so it is important to have a mentor for skill development in UI/UX Design
- Looking for a Developer Friend, The project that I will make requires energy from the developer, so it is important for me to collaborate with the developer who will become a partner in my work
