Problem: Users refuse to interact with the platform because of usability problems and creates a loss of information and time.

The project began with a platform facing usability challenges, lacking a structured design, and failing to provide users with an efficient task completion process. This resulted in user hesitation to engage with the platform, causing a shortage of information for our team and causing delays in their daily work.

The platform was developed without adhering to any standardization process, leading to an overly complex and bewildering user experience. Below you will see a few examples of the starting point.

Goal: Develop a user-friendly mobile platform to ensure a seamless experience for garage users, allowing them to efficiently report their tasks in the shortest time possible.

In alignment with the current application content and business requirements, we meticulously outlined various flows and use cases. Key stakeholders, including operations, finance, garages, and partners, provided insights during these sessions. The proposed flows underwent validation in individual sessions, where we walked through each step, elucidating the ultimate objectives and insights derived from the process.

Following the validation of the proposed flows, we swiftly transitioned into the design phase. Due to the platform's urgency, we opted for a direct approach to high-fidelity designs. We furnished the developing UI Kit with specific use cases and components derived from the interactions. This proved instrumental in future functionalities, leveraging pre-developed elements and enabling a more streamlined design sprint.

The platform underwent testing with the same users involved in crafting the different flows. Figma's high-fidelity prototype facilitated live and offline testing, allowing users the flexibility to provide feedback in their preferred manner.

Upon successful user testing of the high-fidelity phase, we proceeded to the development process, collaborating closely in various sprints. We identified critical aspects of each section, prioritizing development tasks. Subsequently, I actively participated in the QA process, ensuring the proposed interactions and information met the established standards.

Result: 60% increase of usage and 3 days of saved time in the process.

After the platform launch, we allocated a month for limited user usage. Throughout this period, we scheduled regular check-in calls with users and established a point of contact with our customer success team for reporting bugs or discrepancies. This proactive approach provided an excellent opportunity to collect valuable feedback and enhance our platform.

Based on this feedback, we swiftly implemented two quick iterations in subsequent sprints, addressing hotspots, refining copy, and optimizing interactions. Overall, we achieved a remarkable 60% increase in the number of Garages voluntarily using the platform. Simultaneously, we reduced the issue resolution time from 10 days to 7 days within the first month of the platform launch.

During feedback sessions, users expressed higher satisfaction, leading to a significant decrease in support tickets submitted to our customer success team. Improved communication from users and a notable reduction in hostility towards the platform were reported, indicating a positive shift in overall user experience.

Future steps: new features for appendix tasks.

Despite the considerable success achieved, a notable portion of our users still found themselves tasked with activities not covered in the initial project iteration. This presented an excellent opportunity to outline the next steps and establish a prioritized backlog based on user requests forwarded to the customer success team.

Specifically, users expressed a need to create a task that could specify the transportation of a vehicle to a shop for more extensive and detailed work. Given the frequency of this occurrence, effective implementation would empower garage managers to capture transport-related information within the same platform used for providing solution details. To explore this further, you can follow the interactive prototype of the proposed solution below:

Reflection: team work makes the world function.

Throughout this project, I emphasized the significance of engaging passionate developers right from the project's inception. Keeping them informed about user opinions and feedback, and incorporating their ideas into proposed designs had a profound impact on the team's happiness and overall commitment. This approach fostered a cohesive team that was deeply involved in the project, making setbacks more manageable.

On a personal note, witnessing the team bond over discoveries, processes, and validations provided a unique perspective on the Eureka moments. It was a fulfilling experience, and I believe every team should undergo such shared journeys in their professional careers.