MotoristSOS
OVERVIEW
MotoristSOS is a brand new all-encompassing app for all licensed vehicle drivers across Australia, who regularly drive outside of the general Roadside Assistance regions or outside metropolitan areas.
The app idea came about from the client, Steve Solanki, experiencing difficulty with expensive, and time-consuming roadside assistance (RSA) when broken down in a regional area.
Design Process
Double Diamond
Research and Analysis
Synthesis
Ideation
Design
Agile Approach
Iterative Process
My Role
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UX designer within a team of 5
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Time Management
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All aspects of design process
Tools
Miro
Google Docs
Google Slides
Google Forms
Figma
Zoom
Slack
Project Challenge
Create a brand new app with two objectives:
help users locate nearby mechanics or emergency services should they be outside the general Road Side Assist area or spend a fortune in fees for the call out to a regional area.
feature vehicle management tools including reminders when car registration is about to expire and track car service and maintenance logbook.
Constraints
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5-week Design Sprint
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Completely remote team/pandemic restrictions.
Scope and Deliverables
In Scope:
iOS focus
Prioritising customer journey
Out of scope:
Business registration and onboarding
Hi-fidelity prototypes
Usability testing
Android designs
Deliverables
Module templates & branding guides
User stories and epics
Mid-Hi fidelity wireframes
Problem Statement
Drivers want to be able to locate affordable and reliable vehicle mechanics and towing companies outside the general Roadside assist service regions in a breakdown or emergency situation.
They would also like to be able to manage their logbook and vehicle servicing history, and manage any payments or renewal reminders through one all-encompassing application.
1
Research
The journey began with a briefing and an explanation of why the client wanted to create the app and what purpose it would serve. All his concerns were taken into consideration when developing our research methodology to see if customers really saw his grievances as issues. After the client briefing and setting up the scoping framework, we created a research plan to help us:
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Understand the main issues Australian drivers are facing when calling for roadside assistance.
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What influences a person's decision when choosing a service?
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Decipher the type of insurance coverage Australian drivers are currently covered for.
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Understand how and when drivers would use roadside assistance and what they would do in a breakdown or emergency situation including the first point of contact and specifically in regional areas.
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Get an understanding of drivers' behaviour when it comes to managing their vehicle including logbook, servicing, and manage their registration and insurance renewal reminders
Our research plan consisted of market research, competitor comparison, surveys, and one-on-one interviews.
135
SURVEY RESPONDENTS
10
INTERVIEW CANDIDATES
Market Research Findings
23%
22%
5.6%
of Australia’s motorists are not covered for roadside assistance, with Tasmanians and Northern Territory lagging behind the cautious motorists of New South Wales and Victoria.
of women vs 9% men would call their partner, friend or family member in a breakdown first according to a 9News survey of 3 million participants.
The least popular option (for both genders) was asking a stranger.
Owners with newer vehicles call for help more often.
is the projected Growth Rate in the market between 2021 and 2026, according to ExpertMarketResearch, The major industry drivers of the market include:
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Rising urbanisation.
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Growing population.
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Demand for hybrid and electric vehicles.
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Miles vehicles are travelling.
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Newer car designs and technology is increasing the need for assistance.
Competitor Comparison
Key elements used across most competitor applications with main competitors being NRMA, AutoGuru and Google Maps
Creating an ‘All in one’ application provides more functionality, produces convenience, faster loading times and a smoother User Interface experience as everything can be completed in one place without the need to switch between screens.
Allowing users to keep track of their service quotes allows consumers to feel in control of their choices. This way users can compare quotes from various services, track their payments as well as catalogue their quote history to refer to in the future if required.
With all payments and settlements in one place users can manage their finances and prevent overdue payments. It also provides the user with the ability to trace where the money is coming from and where it is going to.
Having the capability of viewing, reading and writing reviews provides users with an simple comparison of services. It permits transparency of a business which builds trust and loyalty in their customer base.
26%
not covered by Roadside assistance
38% Use a personal calendar for renewal reminders.
74%
Are covered by Roadside assistance - 36% of those covered are with NRMA
Their first point of call in an incident would be a friend or family member to receive guidance on what to do
79%
would try to rectify situation themselves in the situation of a minor breakdown.
If able, they would try to rectify the problem themselves before resorting to calling for assistance.
67%
would be interested in an app like MotoristSOS that could track and send reminders in relation to logbook, registration renewal and vehicle history.
Registration renewal is the most important asset to participant to find in an app.
2
Synthesis
Once we completed our interviews we worked together as a team to conduct affinity mapping in order to gain a better understanding of the users perspective and behaviour. We derived the following main insights from the exercise as they were the ones recurring and emphasised throughout our research.
Insights Summary
Our candidates didn’t see the value in having a breakdown or emergency assistance app by itself as they would not use it regularly, and it wouldn't be the first point of call in an emergency or breakdown situation;
BUT they were open to the idea of an app that encompasses both vehicle management and the emergency assistance features, especially with the possibility of the app:
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acting as a guide for what to do in a breakdown situation,
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how to remain safe when stuck in a regional area,
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how to troubleshoot a breakdown or locate nearby, relevant services,
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what to do when it's time to renew car registration,
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access previous logbook, maintenance and servicing history,
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providing prompts, reminders and notifications, as well as
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ensuring sensitive personal information was kept secure
And in order to keep the app in the forefront of users minds it would need to be engaging, interactive, inviting and easy to use.
So, we would now need to identify driver’s pains and opportunities to have a fuller picture of how to integrate these solutions into the app.
Derived from the Empathy Map and the other research we conducted, the pains gave us a window into what the users found frustrating in their daily routines in regards to their vehicles and vehicle management.
Primary Pains
Drivers don’t know how reliable, affordable or honest a mechanic is if calling one for the first time in a breakdown situation.
Drivers are frustrated that Roadside Assist can’t even reach the drivers, or are left waiting hours for help in regional areas.
Drivers are confused about how to find help when travelling interstate by car.
Drivers don’t trust manufacturer service centres.
Drivers are not always sure what they are covered for under their Roadside Assist plan.
Mechanics usually don’t send reminders or provide a log of what was done on their vehicle.
Opportunity to...
The opportunities were a great way to gather all the frustrations and turn them into opportunities that could be implemented throughout the app and assist us in creating possible solutions.
Connect the driver with a reliable, affordable mechanic who can solve the driver’s exact problem or specialises in the drivers specific car brand.
Allow the user to filter their search results when looking for a service as part of the emergency assistance on the app.
Provide reminders and prompts to the user and step by step instructions on how to complete tasks (such as rego) or what to do in an emergency, including links to perform the action.
Allow the option to pay the mechanic in increments instead of a lump sum allowing for the integration of a buy now/pay later service (eg: AfterPay).
Reduce the time it takes for a mechanic or towing company to reach the driver in trouble in a regional area by making their information easier to find for the user.
Provide a checklist or tips of what to check on the vehicle before going on a trip or what to do in case of emergency.
Provide reviews and ratings on mechanics or vehicle-related businesses on the app including service centres.
Give the driver the ability to track the mechanic or towing service via GPS and communicate via the app in a breakdown or emergency situation.
Track the car logbook, kilometre usage and all other servicing and maintenance (perhaps partnering with different car manufacturers in the future for integrations).
Manage multiple vehicles in one account.
Personas
After looking at our research findings, deriving our insights, pains and opportunities as well as assessing who the audience was, we came up with two personas.
These personas, while possibly stereotyped, were composed from our interview candidates and covered both experienced and inexperienced drivers. The creation of both personas would allow us to build and deliver app features that would work to meet the requirements and behaviours of both types of drivers to reach a broader diversity of an audience.
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Epics & Stories
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How Might We...?
Emergency/breakdown part of app
Primary
HMW provide users with an easy cate various services or locations that would assist them in an emergency or breakdown situation in a regional area (including accommodation, petrol, mechanic, towing, doctors etc)
HMW provide users with validated reviews and ratings for nearby local mechanics who would specialise in the users vehicle brand or specific issue to instill confidence? - eg - a subaru specialist.
HMW present users with step by step instructions or options on what to do in case of a breakdown or accident?
Secondary
HMW give the driver the ability to track the mechanic or towing service via GPS and communicate via the app in a breakdown or emergency situation?
HMW ensure the app features help cut down waiting times for the users during an emergency or breakdown in a regional area?
HMW present users with app features that are unique from those currently available via Google and/or Roadside Assist apps
Vehicle Management part of app
Primary
HMW allow users to provide details for multiple vehicles in the one account so that they can better keep track of multiple vehicles in one place.
HMW present all the vehicle management options such as logbook, servicing, maintenance records, kilometre usage etc seamlessly and efficiently so that users can easily navigate this information in a safe and secure way.
HMW design an app that provides users with a step by step process to accomplish their car management goals so that they can take better care of their vehicle.
Secondary
HMW allow users to renew their rego and perform other actions directly via the app. (app would link to the relevant site directly) so that users a less-likely to miss payments.
HMW give users the ability to find at a moments notice what they are covered for in their insurance policy so that they can find this information quickly in an emergency situation
HMW allow users to export or import relevant vehicle information (share information) with mechanics or service centres when needed so that they feel more confident using a new mechanic.
HMW allow payments to be made via the app for any vehicle services rendered including in increments so that users can better manage their car related finances.
3
Ideation
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Proposed Design Solutions for Wireframing
The How Might We... questions enabled us to brainstorm as a group all the different ideas we could implement and once we went through a dot voting system we set up our Minimum Viable Product chart. We split the MVP solutions into three groups, with the idea that they could be implemented in three phases. I've outlined the proposed design solutions for wireframing here.
Star system for reviewing a service after visiting/receiving service for registered businesses
Incentivise users to review by giving them a rating
Include a map with clickable options for the various services - eg. select what you want to see - mechanic, petrol stations etc...
Roadside Assist wish: GPS tracking to see how far away the provider is for MotoristSOS registered businesses
Have a map showing the mechanic or towing service moving - like uber eats - online/offline
Upload images or video
Pre-trip checklist. Tips for pre, during and post trip checklists
Multiple vehicle information under the same account accessed by many users
Chatbot triage to diagnose problem with car if unsure of the problem
Send alert indicating breakdown to partner with location of breakdown
Provide approximate timeframe when looking for a service, so the map shows the mechanic is nearby and provides an approximate waiting time next to each mechanic
When a renewal is due, the app provides a reminder and a list of everything that needs to get done including links to the external websites to actions
Enter your policy start and end date to set reminders
Track logbook history
Digital drivers license
Set your most recent service and app can track when your next service is due based on the kms you enter or the amount of time passed (optin for frequency of notifications)
Set your kilometre usage and app can tell you when your next service is due
Link directly to theDepartment of Transport
Information Architecture
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Style Guide
In addition to the colour palette provided as part of the branding guidelines, we added two new colours. A lighter tone of your original blue and a vibrant orange.
Research showed that the available colours were not engaging and that we needed a vibrant complementary colour to draw attention, and enhance the current colour palette to fully express the UI.
The new colour palette would:
1- Increase engagement allowing users to identify a call to action, or identify where they are in the app
2- Contrasting colours would assist with Accessibility needs making it easier to read and navigate the app
3- The new colours harmonise together to make the app intuitive for the user and allows a better understanding of the user flow.
As we are focusing on IOS platforms, we looked at integrating the relevant Human Centered Design interface in the designs to ensure consistency and intuitive behaviour on the part of the user.
Project Summary
MotoristSOS would be more than just a repair and tow truck locater. Research indicated that the preference was to have an all-encompassing app that would include assistance to help address the users circumstances. It would help the user diagnose the issue and link them with an appropriate service provider. In addition, the app would include features that would aid them in managing their vehicles by storing information such as insurance, roadside assistance, logbook, and maintenance records, with optional reminders included for when policies and memberships are due.
What's Next?
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Map out detailed User Flows for each issue or emergency.
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User flow and design required for vehicle management section of the app.
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High fidelity prototyping for design submission.
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User testing to ensure application is functioning to suit the target audience.
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Phase 2 and 3 ideas for further inclusions on the app to be investigated further.