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.

RSA flow.JPG

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.

RSA_ Flow Improvements.png

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.

RSA whiteboard.JPG

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