Book A Test Drive Online
Create a way for users to schedule and book a test drive online
Problem
Curbie lacked an online test drive scheduling feature which led to support handling numerous phone calls from interested customers. Without a shared calendar for test drives, our support team struggled with managing appointments and scheduling conflicts.
Solution
We designed an online test drive feature and set up a shared test drive calendar to help support with managing appointments and preventing scheduling conflicts.
Role
I led the end-to-end design process as the Product Designer, conducting research, crafting wireframes and prototypes, and working closely with developers during implementation.
Team
CEO, CSO, Product Designer, 3 Developers, Marketing Manager
Research
Interviews
Before starting the project, I wanted to gain a deeper understanding of the physical experience customers go through when visiting a dealership and test-driving vehicles. To achieve this, I conducted interviews with a group of individuals, interested in uncovering the emotions and sentiments they experienced throughout the process.
Persona
Using the insights I gathered, I created a user persona to share with the team to gain a deeper understanding of our users and their needs.
Empathy map and Journey maps
I created an empathy and journey map to understand the user and experience their whole journey.
User flow
I created user flows to understand the existing process thoroughly and ensure complete coverage when designing wireframes.
Recognizing internal issues with our test drive bookings, I interviewed our team to investigate our current approach. It revealed that our customer support team was handling calls from users interested in test drives, leading to a cumbersome and confusing booking process.
Below is the current user flow illustrating how we assist customers with test drive bookings.
Problems uncovered: When a user called about test driving a vehicle our team had no way of knowing if the vehicle was available. They also had no way to see when any of the vehicles were booked for test drives as each member had their own calendar. By not having a dedicated calendar for test drives our team had no clue when to schedule a test drive to not double book or overwhelm our team.
Competitive analysis
I researched our competitors to see what they were using to schedule and book test drives online. I also looked into other online booking systems to see their solutions and strategies.
I discovered that one of our competitors was offering a delivery test drive service and they were receiving a lot of user satisfaction from this feature. I presented this research to stakeholders to determine if we wanted to try implementing the delivery service. They were interested in trying it out.
Another User flow
Based on all the information gathered, I developed a potential solution flow to address the identified problems in our test drive booking process.
Insight: With implementing the delivery service we would need to add a way to gather the user's address. By integrating with Google's API we could display the user's address on the map and allow the user to update the map pin if they needed. We could also use the location of the user if they provide permission.
Design
Sketching
With offering the delivery service I needed to display both options to let the user decide which option they would like to choose. Letting the user either get the vehicle delivered to them or come to Curbie's location for the test drive.
I made basic sketches and met with stakeholders to gather their feedback.
Wireframes
After making necessary improvements, and getting design approval, I advanced to more detailed mid-high fidelity wireframes.
Test
Prototype and User Testing
I created prototypes so we could test the designs with our users. We conducted usability testing and fine-tuned the designs based on the findings. The primary objectives were to assess challenges with discoverability and identify any usability issues.
5
Users
87%
Completion rate
4.4 / 5
Satisfaction score
Implement
Implementation
I collaborated closely with the developers during the implementation phase. I created detailed specifications for my designs and assisted with styling. I carefully reviewed the visuals, tested usability, and checked interactions before release.
Some final designs
Results
- Online Test Drive Bookings: Adding the online booking system has revolutionized our users' experience. They can now conveniently schedule test drives without the need for lengthy phone calls or emails, streamlining the process and saving valuable time for both customers and our team.
- A Dedicated Test Drive Calendar: The test drive calendar allowed our team to have a holistic view of availability. This calendar not only prevents double bookings but also ensures that our team is never overwhelmed with an excessive number of test drive appointments.
What I learned
You don’t have to reinvent everything, before development I looked into potential calendar booking integrations, and as a team, we decided to purchase and integrate a calendar booking API. Saving us significant time in development.
