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EONN Auto

Mobile App

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For Auto Technicians

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Time Frame

3 years 

Project Summary

EONN Auto is a car management platform that gives automotive techs control of their time, whose car they work on, and how much they earn. It also saves car owners the time and cost of vehicle repair by connecting them directly to techs.

Objective: Hired to develop, research, design, and test all UI with a focus on providing technicians a platform to make a dependable income while increasing subscription rates. 

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Discovery + Defining Users Needs
Requirement Gathering + Interviews  + Diary Studies  
Interviews

Empathy Map

At the discovery phase of the project,  I conducted an empathy map session to gain a deeper level of understanding with key stakeholder in our business ecosystem


The meeting included all key stakeholders 

  • Marketing director

  • CEO

  • COO

  • Project Manager

  • Developer

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Interview Questions

My approach was to answer the following:​

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  • What are their fears, frustrations, and anxieties?

  • What are their wants, needs, hopes, and dreams?

  • What jobs do they want or need to get done?

  • What do they see in their immediate environment?

  • What have we heard them say?

  • What behavior have we observed?

  • What is the situation they are in?

Follow up question guide 

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 Insights

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  • Auto technician start up cost is high

  • There is a need for a digital platform designed for technicians to work independently 

  • Added a payment feature for auto technicians once service is met.

Diary Studies  

Dairy Time Line 

I chose this method to collect qualitative data about Auto chose the diary study method to collect qualitative data about auto technicians' behaviors, activities, and experiences over time.

 

Through this approach, I aimed to gain additional insights from my customer base, understanding how they engage with the EONN Auto platform and identifying opportunities for improvement based on their real-world experiences. behaviors, activities, and experiences over time

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Approach

​Focus on key behaviors:

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  • Habits

  • What are their primary tasks?

  • Attitudes and motivation

  • Changes in behaviors and perceptions

  • What is the typical User journey?

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 Insights

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  • Understanding how techs prioritize their tasks, allocate time for different jobs, and manage their schedules within the app could provide insights into their efficiency and productivity.

  • Investigating how techs decide which cars to work on and how they prioritize incoming requests could shed light on their decision-making processes and preferences.

  • Examining how techs track their earnings through the app, including how they set rates for different services and monitor their income over time, could reveal insights into their financial management strategies.

  • Gathering feedback from car owners on their experience using the platform, including how they find and connect with techs, their satisfaction with the repair process, and any challenges they encounter, could help identify areas for improvement and ensure a seamless user experience.

Explore Process + Explore User  Needs

Task Analysis+ Journey Maps  + User Flows + Wireframes
Journey Maps

Based on the diary studies, I mapped out the users' steps to see how I could simplify their journey and help them reach their most important goals with the product.

Approach

  • I Identified opportunities for Auto technicians to conduct business in a remote capacity

  • I chose the vehicle diagnostic process to map

  • I determine the steps based off the user journey by identifying the interaction between auto technicians and clients

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 Insights

  • Technicians are in an investigative state in phase one and, by phase 2, technicians feel overwhelmed, by phase 3, tech gains more control over the diagnostic process, and phase 4 tech has found the solution and gets paid.

  • The ideas that emerged to improve the experience for technicians was building a is a guided diagnostic workflow

  • The journey mapping help me design a better product by focusing on a management tool to help find and manage ideal clients for technicians

Task Analysis

After completing the customer journey mapping, the goal was to closely examine the precise steps customers go through in accomplishing the task of diagnosing their vehicle.

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This thorough understanding of the customer journey allowed for the identification of key pain points and opportunities for improvement, guiding the development of features tailored to address the needs of technicians at each phase of the diagnostic process.

Learnings 

  • Pinpointing the specific tasks that users need to accomplish within the app, such as diagnosing vehicle issues, managing their schedules, setting rates, and connecting with car owners.

  • Analyzing the sequence of steps involved in each task, from initiation to completion, to understand the workflow and user interactions required.

  • Discovering opportunities to streamline tasks, improve user experience, and enhance efficiency within the app, such as simplifying navigation, providing clear guidance, or automating repetitive actions

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Low  Fidelity Wireframe 

Based on the discovery work, we created the low fidelity wireframes and determined how the pieces of this application would be assembled.

 

This involved identifying the key tasks users need to accomplish, understanding the workflow and interactions involved in each task, and defining the overall architecture of the app to ensure seamless navigation and functionality.

Onboarding Auto-Tech Process

1

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3

2

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Annotated Wireframes 
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Learnings 

  • Wireframes helped in visualizing the app’s structure, ensuring the layout and interactions are logical and user-friendly.

    • Tool: Using Balsamiq for low to high fidelity wireframing aids in this foundational setup.

  • Developing wireframes revealed new features like real-time updates or appointment scheduling that could benefit auto technicians.

  • Wireframes are turned into interactive prototypes to conduct user testing, gathering vital feedback to improve usability and functionality.

  •  Producing 100 iterations based on testing results ensures the app is refined and meets user expectations effectively.

User Testing + Testing and Validation

Approach

  • Before launching the product, I did testing round to reveal possible usability problems, adapt to our clients and measure actual performance.

    • success rate

      • Our success rate for diagnostic completion is 80%, while our competitors are 60% (your mechanic)

  • Task completion time

    • The average time to make a profile was 2 minutes and 21 seconds. 95% of the task completion times were between 138 seconds 148 seconds using the normal cumulative distribution. And After our recent redesign, the average time is now 1 minute and 43 seconds.

  • Ease of use 

    • ​The average ease of use rating for creating an account on mobile applications is 5.3/7; 95% I had 95% confidence that the true mean satisfaction of all people who have experienced the design is between 4.8 and 5.5. The average ease of use rating for that task in a study of our competitor's car management applications was 5.5/7

 Insights

  • Data will provide evidence to support investments in fixing issues

  • I tested the project during phase two, three, and four.

  • My test subjects were potential customers and technicians.

  • The insights I gathered from the test is identifying and prioritizing issues with existing design and content.

    • Widened the skill criteria for technicians

Monitoring + Analyzing Data

  • After many iterations and rounds of testing, we were able to refine and finalize the key screens of the app.

  • The users inspired the design of the product. I conducted the five-second test to get people's gut reactions. My focus was to create a semi low-density page

  • I designed the prototype on Sketch and Invision

  • The details that filled me with pride was the three main features of the app

  • I learned that asking users to evaluate different versions with minor changes will cause a query effect

  • The Eonn Auto app subscription rate increased by 30%

Surface

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Primary

2E303D

Secondary

50A5D9

Secondary

75C49A

Secondary

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Scale Category      

Typeface     

Weight 

Size

H6

Roboto

Medium

20

Subtitle

Roboto

Regular

16

Body 1

Roboto

Regular

16

Button

Roboto

Light

14

Caption

Roboto

regular

12

4BA664

Marketing Video

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​Tools used

  • 3d Element

  • After Effects

  • Premiere Pro

Next

  • The Automotive repair and maintenance services industry includes about 160,000 establishments with combined annual revenue of about 115 billion.

  • I learned that the open-ended preference method only works well for in-person sessions with highly motivated and articulated users. I got some brief and irrelevant responses from some participants. It was especially hard in an unmoderated remote setting

  • I have learned patience, persistence, and how to lead Design initiatives at a start-up level

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