Mercedes Benz: roadside assistance
Results
Process Efficiency: Successfully shortened the roadside assistance process from 8 steps to 5, significantly reducing the time needed for users to request assistance.
Cognitive Load Reduction: Implemented auto-fill and default options to streamline the form-filling process. Users only need to select the accident type, simplifying decision-making.
Accessibility Improvement: Added the hotline phone number prominently on the form, providing users an immediate alternative to call for assistance.
Client Satisfaction: The final design received positive feedback from the client, meeting both business and user needs effectively.
Introduction
For Mercedes China, the objective was to transition their Roadside Assistance feature from an old website to a new, more user-friendly platform.
Total Time
2 Weeks
Background
Roadside Assistance allows Mercedes car users to request help in case of mechanical issues or accidents. The project's focus was to migrate this feature to the new website, enhancing its usability and accessibility.
Goals
Business Goal: Seamlessly migrate the Roadside Assistance feature to the new website.
User Goal: Simplify and speed up the assistance request process, considering users might be in a state of distress.
Design Constraints & Challenges
The feature had to be integrated across multiple platforms including WeChat, hotline, in-car button, web, and mobile app.
Roadside Assistance on the web had minimal usage, with around 6 cases per month.
The design required the reuse of existing components and multiple iterations for pixel-perfect UI.
Stakeholder Interviews
Initial discussions with stakeholders helped in understanding business requirements, current workflows, technical constraints, and user pain points.
Problem Being Solved
The primary challenge was to design a quick and straightforward process for users likely to be in a negative state of mind.
Adhoc Persona Creation
Created a task-based adhoc persona, factoring in various emotional states like shock, confusion, anger, to ensure the feature's ease of use.
Understanding the Old Flow
Reviewed the old process to identify unnecessary steps, reducing them from eight to five.
Global and Other Site Comparisons
Examined the global and US websites to understand different approaches to Roadside Assistance. The US site, for example, directed users to download an app rather than use the website.
Ideation
Developed various concepts focused on minimizing cognitive load and improving user experience, especially for users with multiple cars.
Wireframes
Explored different interaction patterns for car selection and post-form submission scenarios, including displaying technician or tow truck location on a map.
Final Design
Collaborated with the UI designer to finalize the designs for both desktop and mobile platforms, ensuring user-friendliness and efficiency.
Desktop
Mobile
Statuses