Problem - Canadian tire deals with the majority of stake in auto-related service and product. These serves and outcome are often base on of dealers recommendation. Dealers are one of the essential stakeholders with Canadian tire. CT never have a dynamic solution to connect dealers with customers, as of now, dealers make all the appoints on phone calls Which results in miscommunication with Both dealers and Platform team.
Solution - CT decided to develop an online platform within the existing e-commerce Platform where we can link auto bookings and auto product with a dynamic system which will result in accurate aggregating data based on what user is purchasing. This system will integrate with all auto product, and they can request a booking for specific product service.
Timeline - September 2021 to November 2021 Team - Kathryn, Himanshu, Amanda
My Role - Synthesizing research results to identify behavioural patterns and concepts. Generating user flows and task flow, wire-framing and prototypes.
User Current Practice - An unmoderated test was conducted with random Dealers and user to understand their current problems and approach. Since there was no booking platform, all the process was manual, and users were not satisfied with the process, but since they have purchased the product with Canadian tire, they are bound to book with CT. Most of the people suggested a linked system where they can buy the product as well they can book an appointment on the spot.
Competitive Overview - A competitive analysis was conducted to determine best practices among different brands. These brands were identified by dealers and UX team together. the main goals were based on analysis of automative companies scheduling process (flow) such as Speedy Glass, Active Green & Ross, Costco, OK Tire, Honda Dealership, CSN Collision Centre, MISC Mechanics. Analysis of installation services on competitors website (booking) and analysis of companies that have online scheduling.
User flow - Based on data from the moderated interview, survey and UX audits, I organized my observations and categorized them using customer journey map. This map is based on both technical and business-related matters.
The initial user research uncovers various areas of opportunity, Such as product discovery based on customer and dealers requirements for MVP, we decided to limit our service until the tire's services. I kept in mind the business goals and organizational limitation and capacity. I chose to focus upon some key areas, including simplifying user experience around on-boarding, since our primary role was to redirect the user to its ultimate screen where they want to view available dates for booking any service.
understanding user and business goals, including crucial engagement and user retention with a focus on actual task, discoverability for what to book and where to book an appointment. The competitive analysis also proved that some of the brands are creating a much stronger brick wall in the experience by asking too many question upfront regarding auto booking. I tried to stay away with the brick wall as the ultimate goal was to help costumer find their best book time and availability at first.