PROCESS BOOK
TABLE OF CONTENTS 01-02| Mission Statement 03-04| Prelude 05-06| Thesis Question/Solution 07-08| Research 09-10| Target Audience 11-12| Demographic Research 13-14| Mind Mapping 15-16| Competitors 17-18| Process 19-20| App Wireframes 21-22| User Testing 23-24| Redline Gallery Set-up 25-26| Sketches 27-28| Branding 29-30| Logo 31-32| Color & Typeface 33-34| SME Reports 35-36| Thank You’s 37-38| Bibliography
Our
PLEDGE
MISSION STATEMENT Honest Joe’s is a mobile application that gives its users legitimate and truthful answers about the price of repair for their vehicles, while educating the consumer on those auto parts & repairs. Doing this will convey trust back to the mechanic of today towards their customers.
PRELUDE
The majority of us in our society have had the misfortune of auto repairs and what is more unfortunate is trying to find a good mechanic that can give you those services. Mechanics in our recent society have the bad reputation built around them that they are untrustworthy, that they overcharge for services or that they themselves do not know much about auto repair practices. Throughout this book we will uncover the process that leads to the overall solution in connecting the relationship between mechanics to consumers.
THE QUESTION How can user interface and experience improve consumer relations with auto mechanics towards their customers?
THE SOLUTION A mobile application that seeks to educate the consumer on the cost and repair of their vehicle so that the consumers have a better understanding of what they are paying for and why.
RESEARCH
The research conducted around this application pertained primarily over the target audience. A number of exercises were conducted to see how people feel about mechanics today and their experiences towards them (Rather positive or negative). With the inclusion of surveys comes early prototypes. Prototypes were used to draw accurate demographics for this application and how they will engage with the operation to further understand what the target audience wants from Honest Joe’s.
TARGET AUDIENCE
In the early stages of this research we considered the demographic for the application to be anyone that is a car owner. We as a society of automobiles will have to go through the misfortunes of auto repair, but after careful research and evaluation we discover that our catered demographic are women. Women are often targeted by mechanics for overcharging on auto repair services. This is based on archetypes that mechanics presume that women do not know much about cars and that they can overcharge them without an argument or proof for the repair.
THE DEMOGRAPHIC
70%
67%
CONSUMERS PREFER INDEPENDENT REPAIR SHOPS
WOMEN MAKE UP CUSTOMERS IN REPAIR SHOPS
WOMEN ARE OVERCHARGED FOR REPAIR SERVICES
Over 70% of consumers getting their vehicle repaired prefer to use independent repair shops versus automotive dealership technicians. This is because their warranties for their vehicle have expired or voided and the cost of repair for the same service is typically higher after expiration.
Over 67% of consumers in independent repair shops are women. Women have typically been found to take initiative in fixing the issues of their vehicle early on, which makes them (In most cases) the most frequent customers. It is also found that the majority of women are responsible for making primary decisions about their vehicle in their given household.
Over 66% of women in shops are overcharged for services up to 33% more than males. Some scenarios include the same repairs as males and some are shadow prices conducted by mechanics; Which are unnecessary repairs done for the female consumer.
OF
OF
66% OF
MIND MAPPING Since the majority of women are effected by auto repair shops a survey /exercise was conducted to further understand why consumers (women in general) do not trust mechanics. The exercise came in the form of a mind map that went off the touch-points that are highlighted blue to the right. They are of general and reoccurring thoughts about auto technicians and their practice today. The survey was done via interview following recurring subjects brought up from the interviewee during that time. The majority of the touch-points from participants came from how they Think and Feel and what they Say and Do about the poor practice of auto mechanics.
CONSUMER MIND MAP
Challenge mechanic on prices
Word of mouth
Go to cheaper mechanic
Customers Other mechanics
Self-Educate
Hear
Say & Do
Online reviews Negotiate
Consumers Towards Mechanics
Think & Feel
See
Overpricing
Un-Educated Lack of customer service
Confused Lack of practice in field
Overwhelmed Manipulated
Our
COMPETITORS
THE COMPETITION
-vs• • • • • •
Education on parts of repair Priority of repair breakdown Live 3D visual of auto parts Estimate price for parts and labor for vehicle Locations for auto repair w/ price Reviews and visual scorecard
• • •
Estimate Price for Parts and Labor for vehicle Locations for auto repair Reviews and visual scorecard
PROCESS
The process begins with the research of data that we have collected and applying those findings in the creative process of the application. We started our process with general flow charts and wireframes to get a better understanding of how this application will function. From their reiterations were conducted from users on basic functionality and content. Lastly we began to breakdown how the exhibit will be featured in the Redline Gallery.
“THE APP THAT MAKES THE AUTO MECHANIC OF TODAY MORE HONEST ABOUT THEIR CRAFT” -Honest Joe’s
APP WIREFRAMES
Outback Outback Subaru
Get a Estimate
Make
Find a Shop
Model
Ask a Rep
Year Continue
Vehicle Diagnostic
Rotors
Outback Subaru
Rotors
Outback Subaru
Outback Subaru
OscarÕ s A & B Transmission
Your Mechanic
Parts of Repair
Low
High
Mechanics Near You
$700
$400
Labor $300
Labor $185
Parts $400
Parts $215
High Price
Low Price
$750
$400
Auto Repair Shops Near You Mile High Repair - $ 400 Tune Tech Automotive - $ 418 Good Hands Auto Care -$ 500 Mountain View Garage - $ 550 Mastermind Enterprise - $ 575 Back
Above is an example of the first sequence of wireframes for the Honest Joe’s mobile app. The overall goal is to create fluidity between the screens of the application that does not overwhelm or confuse the user with desired content. As mentioned previously such apps like RepairPal and Openbay were observed on how their content flows from screen to screen. It is also the goal from Honest Joe’s to create these interactions from page to
Continue
Back
Continue
Back
Continue
page in the least amount of steps as possible. This is because the majority of people that are looking for quotes or information about repairs are often in a rush to get these repairs done in a timely and accurate manner. Lastly icons and other visual aids are used throughout the wire-frames of this app as a substitute for most of the text throughout this experience, because it can help the user to more easily identify their vehicle needs.
This application differs from the rest of the existing mechanics apps today because it adds the factor of what the auto repair/ parts do for your vehicle with the strong representation of visual aids to assist the user.
USER TESTING Our process after our wireframes begins by having users test the interactions with prototypes. With the help of InVision App (An online prototyping outlet for cross platform devices) Honest Joe’s was able to receive feedback from its users on screen-to-screen interaction on content & functionality. 15 individuals (10 women & 5 men) were given the opportunity to test the early stages of the prototype and gave their feedback and suggestions of how they would like the application to function.
USER FEEDBACK
FEEDBACK: THE WEEK OF MARCH 29, 2015 The original feedback was that the information the users were receiving was too grand as far as given content and needed to be reduced down to minor summaries of information on a screen to screen basis. For example the information given about an auto part and what it does for your vehicle was given in format of 2-3 paragraphs. The majority of users wanted this information reduced down to one paragraph or less because the testers became dis-engaged by reading a great deal of text.
The second piece of feedback from the users was that they wanted the screen to screen interactions reduced after they reached the diagnosis portion of the application screens. Some testers became impatience in the results that they desired to find. The suggestions from testers was setting a menu or navigation at the footer of the application that gives the users the option of information that they wanted to find over a proceeded order of information.
FEEDBACK: THE WEEK OF APRIL 19, 2015 The second meeting with the individuals tested addressed and fixed all of the concerns that the users originally had for the application. Users this time around were able to find exactly what they wanted in a shorter amount of time with the newly added sub-menu bar placed at the footer of the screens. Testers also appreciated that the information was more compartmentalized and testers knew immediately which screens they were on .
The feedback after this testing was positive among 12 of 15 recipients, making a 87% approval upon it functionality and content.
REDLINE EXHIBIT
The Redline Gallery May 2nd thru 10th 2015 will assist the showcase for the Honest Joe’s exhibit. The display will showcase on the shelves of the gallery showing a live demo on how the application works. Users and audiences at this time will be encouraged to interact with the app from the display or by downloading the app themselves via smartphone. To the right is a wirefame diagram showing the set-up of the initial exhibit.
REDLINE GALLERY
FRONT
SIDE (RIGHT)
Removable Vinyl
Rotors Outback Subaru
LowH
Back
Process Book
Television for Live Demo
igh
Television Wall-Mount
Continue
Hands-on Demo
Business Cards Shelf Power Source
Shown as visual demo on television monitor and a hands on prototype application on iPad device.
PROCESS SKETCHES
BRANDING
The branding for Honest
Joe’s provided a
respectable deal of research and process itself. From the title of the brand that had to convey trust to everyone whom uses the app to the color schemes that reflects those very same principles and practices. The logo had to convey trust that a good mechanics has your back. In short the overall look of the brand had to make enough of an impact to get people interested in the idea.
LOGO CONCEPT #1
ORIGINAL LOGO DESIGN
EliteMech was an early concept title for the application meaning Elite Mechanic. The use of yellow and black show strength & stability in the logo. The abstract emblem above the type shows E & M inside a gear showcasing itself as a machine that ceases to stop providing for its users . This logo design however does not provide an audience that is looking for a trustworthy mechanic and the color scheme typically does not welcome female users.
This secondary logo idea of EliteMech was used in the header of the application screens. Less of the emphasis is focused on the emblem of the logo and works more cohesively with the typography choice. Nonetheless it still echoed the same ideas as the first logo presented and was not chosen as the final.
LOGO CONCEPT #2
REVISED LOGO DESIGN
The color blue is used to reflect honor, trust & loyalty among the logo. The hat on the abstract figure helps to identify him has a mechanic. The right arm and hand cover the chest of the mechanic to show a pledge towards the users. “Honesty” is hand-drawn to reflect personality and staying true to ones self. While “Joe” is used to reflect the everyday individual.
The secondary logo focuses on the typography of the brand. It uses the Denmark OTF typeface choice while giving it a signature look of the gears that replace the O’s. The gears represent the subject of car repair, while significantly being highlighted to bring balance to the logo.
COLOR PALETTE
PRIMARY COLOR PALETTE
#FFFFFF The white space within the logo represents the negative space of work around the subject and helps to define the action of the mechanic putting his hand over his chest. The white is also used within the logo to represent innocents and purity which are among the traits of honesty.
#3564AF The brighter blue above the arm of the figure is the emphasis color of the logo and brand. It conveys understanding and dependability. Blue is also the color that society associates most hard labor workers as in the majority of the world.
#233872 This darker blue is represented below the arm of the figure. It is the secondary color used in the logo and brand. It is used in this illustration as a shadow below the arm that helps to show depth and perspective in the figure. The dark blue also represents trust, dignity, intelligence and authority.
APP TYPEFACES
DENMARK REGULAR
ABCDEFGHIJKLMNOPQRSTUVWXYZ
MONTSERRAT BOLD
ABCDEFGHIJKLMNOPQRSTUVWXYZ
OPEN SANS LIGHT
Lorem ipsum dolor sit amet, consectetur adipiscing elit. Mauris consequat augue maximus venenatis viverra. Morbi non nulla tellus. Cras blandit fringilla dui, sodales sodales dui. Sed efficitur sem at volutpat egestas. Phasellus nulla lacus, feugiat egestas est ut, condimentum pharetra leo. Phasellus luctus tincidunt dui et hendrerit. Nunc urna augue, molestie vel dignissim in, aliquam dictum leo. In ut luctus quam. Curabitur nec sagittis libero. Maecenas sit amet ligula sed odio lacinia aliquet. Nam ac dignissim nulla, a venenatis sem. Curabitur fringilla nibh ut dolor congue tristique in ut sem. Maecenas pharetra sodales tellus, at bibendum orci.
DELIVERABLES
(1) TV WALL MOUNT
Sprint
12:55 PM
79%
PARTS DESCRIPTION
ROTORS Description: Brake p ads are a c omponent o f disc brakes used i n automotive and o ther a pplications. Brake p ads are steel backing plates w ith friction material bound t o the surface t hat faces the disk brake rotor.The friction gets pressed against the metal disc o r drum t o stop your v ehicle. Just a s your gas mileage w ill vary depending o n where a nd how you drive, so it goes with the life of brake pads. Diagnosis: The driver will begin to hear an annoying screeching sound when t hey apply the brakes (or when the brakes are released on some vehicles).
(One) 32 inch wall mounted television that will showcase a live demo of the app. The app demo will be 2-3 minutes in length. Showcasing the functionality and features of the app.
(1) APPLE IPHONE 6 PLUS
Sprint
12:55 PM
Sprint 79%
12:55 PM
HOW CAN WE HELP YOU ?
Product 79% Club
12:55 PM
79%
PRIORITY OF REPAIR
FIND A REPAIR
FIND A SHOP
YOUR CAR
MILD REPAIR DAMAGE
Repairs can be delayed for 3 weeks time for this repair PRIORITY OF REPAIR OUTLINE The part of repair for this vehicle that is damaged or needs t o replaced can typically b e delayed for approxiately 3 w eeks. Let it b e noted that user/consumer should take this to their local and trusted automatic for proper diagnosis o f repair as soon a s possible. Long term delay of repair for this part can result in damage i n other surrounding automotive parts
OUR BLOG
(One) Apple IPhone 6 Plus displayed on a 4 foot self as a hands on model for users of the application.
Sme
REPORT
SUBJECT MATTER EXPERTS
JOSEPH SPENCER: UX/UI DESIGNER Joseph Spencer is a freelance UX/UI designer that I have often referred to throughout the spring semester. Spencer gave me much feedback about the development of my application and how incorporating user input and feedback will ultimately be the success of Honest Joe’s. Spencer also suggested to me that I take a visit to a few local mechanics shops in the downtown Denver area (The busier, the better) and observe what makes those shops successful or failed amongst its users. This is a surprising technique that I have used to help me provide a signature aspect to my application
OSCAR ORTEGA: LOCAL AUTO TECHNICIAN With the advice from Joseph Spencer at hand I took a trip to my local mechanic Oscar Ortega and discussed with him on what makes a good practice in an auto repair shop today. What was concluded was that he sits down with his customers after or before a repair and discuses what he had repaired in great detail. Telling you the consumer what that part does for your car and why its important for repair. He also stated that this was lacking in application such as RepairPal because you are given the option of services for your car,but do not know what purpose they serve
THANK YOU’s
SPECIAL THANKS MICHELLE CARPENTER JASON BOWERS BRIAN DELEVIE BRYAN LEISTER OSCAR ORTEGA MICHAEL SALAMON RAY SAMS JOSEPH SPENCER TRAVIS VERMIYLE
BIBLIOGRAPHY
Author Unknown. “EXTRA! Do Female Car Owners Trust You?” RepairPal.com. N.p., 8 Sept. 2014. Web. 19 Feb. 2015. Glucker, Jeff. “Kelley Blue Book Has a New Look.” Autoblog. N.p., 26 May 2011. Web. 19 Feb. 2015. Konigi. “User Experience For Mobile Apps- RepairPal.” Everyday Interactions. Everyday Interactions, 2012. Web. 19 Feb. 2015. O’Connell, Brian. “How to Improve Your Auto Repair Experience.” Mainstreet, 08 Apr. 2013. Web. 19 Feb. 2015. Richard, Read. “For Women, Getting A Car Repaired Is More Painful Than A Trip To The Dentist.” The Car Connection. N.p., 11 June 2011. Web. 19 Feb. 2015. Read, Richard. “Women Pay More For Car Repair When They Look Less Confident.” The Car Connection, 3 July 2013. Web. 19 Feb. 2015. Steeves, Kristine. “11 Auto Repair Tips for Women.” 11 Auto Repair Tips for Women. Autopom Blog, 6 Oct. 2014. Web. 19 Feb. 2015. AOL Auto Staff. “Women Often Overcharged By Car Mechanics, Report Shows. AOL Auto Staff, 20 June 2013. Web. 19 Feb. 2015.