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Vehicle Mapping Quality Enhancement

Vehicle Mapping Quality Enhancement

As Known as 'Add Vehicle'

”My Father doesn’t know how to add his car.”

“Okay I downloaded it. But what is VIN?”

Adding Vehicle to the app (AKA Vehicle Mapping) is one of the most important parts of the app. But a lot of users have had problems with this function. In North America, only 21% of users successfully add their BMW. In iOS V10.7 we had an opportunity to fix this issue.

What do we want to fix in V10.7?

  • Provide better guidance for finding VIN
  • Remove Long VIN flow
  • Move Profile outside of vehicle mapping
  • Automatic role selection (Primary/Secondary) Better copy
  • Allow adding not mappable vehicle (e.g. Mini)

1. Overall Flow

Try Prototype

Before V10.7

  • Each step takes 10-30 seconds to confirm input (requires network call) If user quit the process, user must start over entire process.

New UX

  • Provide centralized flow
  • User can come back to the last step they did
  • Show progress of the process

1. Enter VIN

Before V10.7

  • Not clear where VIN is
  • Not clear how VIN looks like
  • The image doesn’t have value
  • If 7-character VIN is not unique, ask 17-character VIN
  • Enter last 7-character VIN requires the same amount or more cognitive load with entering 17-character VIN

New UX

  • Show where to find VIN
  • Show how VIN label looks like
  • Enter 17-character VIN

2. Role Selection

Before V10.7

  • Not clear difference between 'Primary Driver' and 'Secondary Driver'
  • If user select ‘Primary Driver’, other user who has this vehicle will lose it from the account

New UX

  • Ask if user is the only driver of the vehicle
  • Show warning message to user if user selected ‘Primary Driver’

3. Confirmation

Before V10.7

  • Not clear how to find the confirmation code

New UX

  • Provide step by step guidance depends on vehicle type

Vehicle Mapping Wireframe_V10.7

Background

This section has information that effects on my decision making.

Vehicle Mapping Experience before V10.7

Success Rate and Pain points (42 days unique users, NA)

Usability Testing 1

  • Most users took their cue from the image (6/9)
  • It doesn’t specify which USB port they need to use
  • Users chose the port they typically use in their car

Usability Testing 2

  • Many had difficulty finding the messages in the car/headunit.
  • The structure in the head unit makes it hard to find the messages – especially for unfamiliar users.
  • They look at the picture on the app to find it in the head unit.
  • If they don’t find the message right away, they often resend the code from the app > This generates multiple messages, which can cause additional difficulty later.

Primary/Secondary Driver

  • Users often overwrite others cars
  • They don't know difference between Primary / Secondary drivers

Driver Profile Technical Issue

  • Continue button on this page make 3 network calls
  • Backend is often down
  • If one of them fails, user has to start over

New X5 (ID7) Launched

  • Can’t use USB to get VIN, so user has to enter VIN manually

Running out of unique short VIN

  • We need to ask user enter 17 character VIN after they enter last 7 character VIN

Time Line

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