Side Note: This project is currently still ongoing with various features being worked on and currently in development. Due to the scale of this product, I would be more than happy to explain and present the app on Figma, as well as giving you a live demo of the product that is currently in the QA environment.
The Brief
We want to enhance the user 'buyer' experience with PPX compared to what we currently have with PP2.
PP2 is outdated, designed by developers and as the business needs have changed over the years, so have functionality and processes within the company. PP2 can no longer keep up with the demand from the business.
Other requirements:
👆🏼 Increase data quality
✅ Improve accuracy of assessments
👀 Improve customer transparency
👩🏻🏫 Decrease the amount of training required
🖥 Move away from PC to Tablet only experience
Next Steps
Have a look at why PP2 is so wrong......
As you can see from these images the web app 'Homepage/navigation' has a lot wrong with it. The Green is so overpowering! From the Axe Tools scan, there are 34 issues with the page, mainly colour contrast issues.
Something the images can't show is the long delays when selecting something. A page takes over 8 seconds to load.
Moving onto the main area where the user will spend most of their time whilst in the branch, the diary page - it's confusingly named 'Opportunity Stream' 🫤. More Green 🫣!
Consideribly more errors on this page as you can see by the score. Also, this page has two functionalities.
The first one is the diary/appointment list on the left. Second, is the task/call list on the right.
Moving On
Need to get into a branch and speak with the end user, understand their pain points, and how they function day to day.
Research Introduction
As part of the development of the new PPX inspection app, research was undertaken into the existing PP2 inspection app used by the buyers. This research aimed to gather an understanding of current app usage, and identify areas of improvement for the new design.
Research Objectives
• Evaluate the PPX app and uncover any usability issues
• Discover how inspectors complete the inspection process
• Understand how operational issues impact the inspection process and the use of the
PP2 app.
PP2 app.
What I did
• Undertook qualitative research with current WBAC inspectors at WBAC locations.
• Spoke to multiple inspectors in order to gain a deeper understanding of their
needs and attitudes towards the current inspection process.
needs and attitudes towards the current inspection process.
• Created User Personas from data supplied by the data science team
Summary of Findings
Inspectors value the look and feel of the PP2 inspection app. They are happy with the way it performs and generally speaking it allows them to complete inspections in a timely manner. They are also generally happy to share the app experience with customers throughout the journey and feel comfortable in explaining to them the information on the screen.
There are, however, a number of user experience issues with the app that impacts the ease with which an inspection can be completed. These include the lack of a ‘back’ button, an inspection process that can be too prescriptive, missing components which can result in inaccurate damage assessments, and difficulty recording the vehicle chassis number.
In addition, there are many technical and functional challenges that negatively impact inspectors and their ability to complete a timely and accurate inspection. This includes some serious challenges, such as inspectors not recording damage accurately in order to complete a sale or keep a vehicle at a certain grade level, vehicles with private plates bringing up false HPI or finance flags, and a lack of understanding of the disparity between the group's vehicle grades.
Overall, the PP2 app functions well currently and small improvements to the UX could lead to a more streamlined experience, however, the functional challenges identified here are more serious and impactful – especially in regards to recording accurate assessments – and need to be addressed in combination with the UX issues to create an optimal experience for inspectors.
Design Solution
The proposed diary system is a comprehensive digital solution aimed at providing users with an efficient and user-friendly platform for viewing upcoming appointments and daily appointment management. The system will be designed to cater to a wide demographic of users.
Next Steps
Once the diary system has been completed, the next critical phase involves assessing the "damage journey" for users. This involves identifying, analysing, and addressing potential pain points and issues users might encounter.
