Boxwash Wash & Fuel
- Date : SEP.2018 - Released App Store on Dec 13
- Client : Boxwash Corp.
- Programs : Sketch, Invision, Trello, TestFlight
- Location : San Francisco
Perfecting Wash and Fuel requests
Why do people drive and stay in line for their car wash and fuel? 🚗 🚓 🏎️ Boxcare is the most convenient and efficient premium car wash and mobile fueling company that allows users to request their car wash and fuel service anytime and anywhere inside the Bay Area.
I had an opportunity to work on a project for their request experiences with my friend Min. The first step we took was to become one of the users to test every aspect and observe the steps that I needed to take to reach my objective. From this step, we were able to find interactions and process of where users were most confused and to see where the most pains occurred throughout the objective. We also conducted user testings with anyone that owned a car + wash and fueling experiences to gather feedbacks.
Major Pain Points With Existing Application
One of the biggest pain points for many Boxcare users has been mainly existed from the request process. :
1. did not carry simplicity for users to follow their features to achieve an objective.
2. The product was not intuitive and there was many questions that arised during the first phase of user testings.
3. It required too many unnecessary steps to go through that made the request journey very slow and some users lost patience.
Meet The Customer and Potential Customer
Meeting different people and interviewing current customers, I was able to create 2 personas that have used our services several times and one persona that did not have any experience. We mapped out their user journey with their thoughts, feelings and also recorded their behaviors during a user testings to see their actions and to capture parts where confusions were coming from.
USERS CONFUSIONS AND PAINS WITH REQUESTING
After we clarified with where our major pain points and confusions was occurring from, we printed out the whole current designs and attached them to the wall with post it notes including users feedbacks and major pain points to narrow down the design requirements for Boxcare.
With this working board, we were able to summarize the design requirements to solve the problem statement for our existing and future users.
With a solid problem to solve. We designed our information architecture to see how we can decrease the amount of steps for users to easily make choices, catch where users tend to loose focus and to see where and what is preventing them from proceeding.
Design Requirements to solve the problem statement
The design solutions needs to :
Simplicity : Help and lead users seamlessly to request a car wash and fuel services. It should include additional informations with the different services and pricing if needed. Anyone should be able to reach their objectives without any questions.
Speed : Decrease the unnecessary steps with going back and fourth with selections that needed to be made during the request. This was one of our main issues because users wished to achieve their wash and fuel service quickly.
Aim for all ages : According to DATAUSA, the average car ownership in California is 2 cars per household. We as a designer should cover majority of use cases regardless of age and gender. Boxcare needs to be inclusive to a wide user audience.
With out goals to make the process more simple and easy for everyone to use, we started idea sketching to see how we can solve this problem more easily and effectively with different ideas on a paper prototype. We then conducted our user testings for general usability for people to test without no help.
Usability Test Feedbacks
“Having to choose the location of my vehicle and moving on to the next step is very clever."
“I wish I can see the map view for each process… It seems like I exited out into a new screen”
“Not a huge fan of option 1 with the scheduling part where I had to go into each page to do that.”
“Do I really need the whole view of the calendar for a car wash? I tend to plan my car wash few days before.”
“Wash and fuel tabs are nice to see, So the options are very clear.”
With several rounds of different user testings for our request field, we were able to see which functions people understood well and the parts that they were hesitant about. We picked up some really valuable information and feedbacks from the users that we tested. After, we chose parts that worked the best with our users and polished them down into one design for more user testings. 👍
Polished & Chosen Design
Below is a chosen request screens that we landed on after several rounds of user testings and feedbacks. We weeded out the functions that did not work for the users and used the ones that worked the best. We still had a lot of process left with details of the functionality but we were happy to land on singe design prototype that worked well with the users.
With using this design platform, we went out to do our second phase of user testings to see where we can make improvements and how users can easily interact with the selections that needed to be made for their objective. 😊
Rounds of Testings and Feedbacks
After a lot of rounds of feedbacks, we visited our working board to gather feedbacks and insights with our users. This helped us to view where exactly the confusions was coming from and how we can approach a better design to make improvements. I took the lead in polishing designs and working on the working board to gather feedbacks and to design think about how and what we can improve from this stage for a better interaction.
User Interview Feedbacks
"The type seems very small, the buttons need to be much easier to press."
"The 3 dots on the top is a bit confusing."
"The wash and fuel tap icons are not very clear and I missed the Fuel part."
"Can I press the gift icon to see where this is going?"
"What is the difference between theses two SUVs?"
"The mini, basic, full buttons are hard to access. "
Final Touches for Boxcare
This project needed to be shipped with a few weeks to the developers. With the existing feedbacks and by knowing where we needed to show improvements on, we started focusing on polishing and improving our visual approach, organizing informations.
Main changes that happened :
1. Following the standard material design guidelines to create a grid layout for a better structure.
2. Bringing visual consistency throughout the application and repeated style of actions buttons for users to easily understand.
3. Enlarging the size of typography to bring hierarchy and a better delivery of information.
Main features to highlight
With several different user testings and gathered data, our team was able to revise and acknowledge some of the major problems users were facing through making their appointments within the application. We revised the whole original platform and brought in new interfaces for a better and smooth user flow. If I had more time and knew our developers skills a bit better, than I might have focused more and touched up on the structure of choosing dates, payments and the users vehicle. Because we were aiming for the general usability for everyone to use, the designs had limitations with freedom and pushing creativity on our end.
I truly learned a lot from this project by going through several different people regardless of age and gender to gather insights and feedbacks with their experiences. I was able to catch some corresponding problems and confusions that they were facing during their experience, and using that problem to solve with design was a very pleasant and satisfying moment.
Boxwash rebranded with a new name titled Boxcare. With careful considerations and introduction to the new logo that I worked on, Boxcare has been released on Dec 2018 with a totally new designed platform with so much better user experiences. Go check out Boxcare app here 🖐️ .