Slick - Oil Change

Slick - Oil Change

Slick - Oil Change

Design Co-Lead

Dec ’16 - Feb ’17

Design Co-Lead

Dec ’16 - Feb ’17

Design Co-Lead

Dec ’16 - Feb ’17

iPhone

WHO & WHY

WHO & WHY

Slick was a three month engagement where myself and another designer, Chris Alvarez were tasked by our client to research, create an MVP strategy and design a mobile app that could offer people an alternative for how they get an oil change for their automotive vehicles.

Our client was a one man team who had done research into what a journey map of the service could look like, as well as hired a firm to see how an ODM Monitor connected to a vehicle’s engine could communicate with a mobile app.

His goal was to secure funding and later develop the application for both iOS and Android.

 

Slick was a three month engagement where myself and another designer, Chris Alvarez were tasked by our client to research, create an MVP strategy and design a mobile app that could offer people an alternative for how they get an oil changed for their automotive vehicles.

Our client was a one man team who had who had done some research into what a journey map of the service could look like as well as hired a firm to see how an ODM Monitor connected to a vehicle’s engine could communicate with a mobile app.

His goal for this initiative was to secure funding and later develop the application for both iOS and Android.

 

Slick was a three month engagement where myself and another designer, Chris Alvarez were tasked by our client to research, create an MVP strategy and design a mobile app that could offer people an alternative for how they get an oil changed for their automotive vehicles.

Our client was a one man team who had who had done some research into what a journey map of the service could look like as well as hired a firm to see how an ODM Monitor connected to a vehicle’s engine could communicate with a mobile app.

His goal for this initiative was to secure funding and later develop the application for both iOS and Android.

Chris and I were both familiar a bit with the existing oil change process. I’ve experienced getting my oil changed numerous times and Chris changed his own in his driveway. That’s where our experience ended and where our research began.

We started the qualitative research with exploratory interviews of nine people to understand how they currently experience the process of getting an oil change.

Chris and I were both familiar a bit with the existing oil change process. I’ve experienced getting my oil changed numerous times and Chris changed his own in his driveway. That’s where our experience ended and where our research began.

We started the qualitative research with exploratory interviews of nine people to understand how they currently experience the process of getting an oil change.

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RESEARCH

RESEARCH

RESEARCH

After conducting nine interviews we settled on three key areas that we believed were essential for the success of this product.

  • Trust
    • Professionalism was the foundation of the service experience
    • All touch-points had to reflect professionalism and quality
    • Make sure the pricing and service is clearly articulated
    • Ideally, the service experience had to mirror the personal care and attention a trusted friend or neighborhood mechanic would provide.
  • Time & Convenience
    • Slick’s approach to oil changes must align with how their customers view convenience
      • For most people, convenience means not having to think about leaving your own home to get something done

  • Personalization
    • People tend to do a poor job of remembering when they need their oil changed, so being confident in knowing which type of oil their vehicle uses as well as how long to go in-between oil changes was a concern
      • Having confidence that the service provider understands the needs of a particular vehicle is important
      • Users want access to records of their past service for future needs
  • Trust - Professionalism was the foundation of the service experience.
    • All touch-points had to reflect professionalism and quality
    • Make sure the pricing and service is clearly articulated
    • Ideally, the service experience had to mirror the personal care and attention a trusted friend or neighborhood mechanic would provide.
  • Time & Convenience
    • Slick’s approach to oil changes must align with how their customers view convenience
      • For most people, convenience means not having to think about leaving your own home to get something done
  • Personalization
    • People tend to do a poor job of remembering when they need their oil changed, so being confident in knowing which type of oil their vehicle uses as well as how long to go in-between oil changes was a concern
      • Having confidence that the service provider understands the needs of a particular vehicle is important
      • Users want access to records of their past service for future needs
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 The strategy was to solve for the biggest problems associated with oil changes, the timing, the professionalism and personalization of the service.

 The strategy was to solve for the biggest problems associated with oil changes, the timing, the professionalism and personalization of the service.

 The strategy was to solve for the biggest problems associated with oil changes, the timing, the professionalism and personalization of the service.

VISUALIZING THE PROBLEM & OPPORTUNITY

VISUALIZING THE PROBLEM & OPPORTUNITY

VISUALIZING THE PROBLEM & OPPORTUNITY

Slick’s key differentiator was to drastically reduce the amount of time it takes for the following two stages to happen:

Slick’s key differentiator is to drastically reduce the amount of time it takes for the following two stages to happen:

  1. The first realization that an oil change is needed
  2. The oil change and service are finished
  1. The first realization that an oil change is needed
  2. The oil change and service are finished

Coordinating the oil change with a busy schedule is the biggest pain-point in the experience

Coordinating the oil change with a busy schedule is the biggest pain-point in the experience

Coordinating the oil change with a busy schedule is the biggest pain-point in the experience

Coordinating the oil change with a busy schedule is the biggest pain-point in the experience

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repairShop
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The journey map on the right illustrates how users are feeling during each phase of the experience. From the realization of knowing an oil change is in the near future to the service being completed.


The knowledge of user behaviors and needs across each stage of the journey was incredibly insightful and helped us learn where the biggest opportunities for a solution could be.

The journey map on the below illustrates how users are feeling during each phase of the experience. From the realization of knowing an oil change is in the near future to the service being completed.


The knowledge of user behaviors and needs across each stage of the journey was incredibly insightful and helped us learn where the biggest opportunities for a solution could be.

jouneyMap

BRAINSTORMING A SOLUTION

BRAINSTORMING A SOLUTION

BRAINSTORMING A SOLUTION

On the right is our first rough draft of how the user flow could work.

On the right is our first rough draft of how the user flow could work.

Below is a more in-depth version of how the user could navigate the service within each stage of the journey. The different stages include:  realization for an oil change, scheduling, confirming the pre-service, receiving the service, post-service and follow-up. This exercise helped us outline in detail what the user’s micro-interactions with the service could look like.

userFlow_v1

Below is a more in-depth version of how the user could navigate the service within each stage of the journey. The different stages include:  realization for an oil change, scheduling, confirming the pre-service, receiving the service, post-service and follow-up. This exercise helped us outline in detail what the user’s micro-interactions with the service could look like.

userFlow_v2

PROTOTYPING THE SOLUTION

PROTOTYPING THE SOLUTION

PROTOTYPING THE SOLUTION

As mentioned in our research, one of the three pillars of product success was time & convenience. Our digital solution for convenience had to mirror the physical convenience that Slick was promising.

Here are some early prototypes of what scheduling an oil change service could look like.

As mentioned in our research, one of the three pillars of product success was time & convenience. Our digital solution for convenience had to mirror the physical convenience that Slick was promising.

Here are some early prototypes of what scheduling an oil change service could look like.

As mentioned in our research, one of the three pillars of product success was time & convenience. Our digital solution for convenience had to mirror the physical convenience that Slick was promising.

Here are some early prototypes of what scheduling an oil change service could look like.

early_prototypes
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Vehicle Personalization

Adding your vehicles unique identification via CarFax Integration or with existing data

  • VIN #
  • License Plate
  • Make, Year and Model
  • Vehicle specs, performance metrics

Vehicle Personalization

Adding your vehicles unique identification via CarFax Integration or with existing data

  • VIN #
  • License Plate
  • Make, Year and Model
  • Vehicle specs, performance metrics

Maintenance History

Record maintenance history to know exactly what type of service your vehicle needs when you need it

  • Last oil change, date and miles
  • Past service and inspection dates
  • History of replacement work
  • Oil change company history

Maintenance History

Record maintenance history to know exactly what type of service your vehicle needs when you need it

  • Last oil change, date and miles
  • Past service and inspection dates
  • History of replacement work
  • Oil change company history

Personalized Scheduling

  • Ability to easily and quickly schedule maintenance at home or at work
  • Reserving a future appointment that’s convenient for the user’s schedule and location
  • Knowing exactly who is coming to do their service as well as any rating they have received

Personalized Scheduling

  • Ability to easily and quickly schedule maintenance at home or at work
  • Reserving a future appointment that’s convenient for the user’s schedule and location
  • Knowing exactly who is coming to do their service as well as any rating they have received

CONCLUSION

CONCLUSION

Our client's goal of receiving funding and releasing the Slick mobile app, as well as, the MVP strategy and design that Chris and I handed off were a success. The Slick app currently holds a 4.8 out of 5 rating in the iOS App Store and the reviews sound overwhelmingly positive.

Having lived in London for the last two years and not owning a car I haven’t been able to test the app out myself. From the app store screenshots in looks like most of the design decisions and layout we decided on are still active.

Our client's goal of receiving funding and releasing the Slick mobile app, as well as, the MVP strategy and design that Chris and I handed off were a success. The Slick app currently holds a 4.8 out of 5 rating in the iOS App Store and the reviews sound overwhelmingly positive.

Having lived in London for the last two years and not owning a car I haven’t been able to test the app out myself. From the app store screenshots in looks like most of the design decisions and layout we decided on are still active.

Our client's goal of receiving funding and releasing the Slick mobile app, as well as, the MVP strategy and design that Chris and I handed off were a success. The Slick app currently holds a 4.8 out of 5 rating in the iOS App Store and the reviews sound overwhelmingly positive.

Having lived in London for the last two years and not owning a car I haven’t been able to test the app out myself. From the app store screenshots in looks like most of the design decisions and layout we decided on are still active.

exit
feedback

STYLE GUIDE

style)guide

Selected Works

MORTGAGE RETENTIONUX Design & Research, Internal Application

Caffeinated MorningsDesign Meetup