Project

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Vlink

Getting help during a vehicle breakdown has always been challenging, but vGroup has the one-stop for this.
vGroup offers more than just physical products, there are different platforms available to support the end user ranging from apps to websites. This project aims to build upon the existing emergency breakdown system along with a live emergency application. which helps the users to easily seek help and traverse through an emergency

Tools

Workflow

UX Research
UI Design 
UX Design
Interaction Design
Usability Testing

Project vision

We kicked off this project by redesigning the emergency breakdown system enhancing the application and warning triangle. ended up redesigning the app interface imparting new ways of helping the user during emergencies.

Process

To better understand the issue at hand, we carried out desk research, developed personas, gathered survey data, reviewed traffic rules and regulations, current market systems (such as Smart breakdown detectors), and assessed navigational applications used in the UK.
Learned from our research that there are several elements at play when a breakdown occurs and receiving aid promptly. In the context of designing an app, the problem landscape might encompass a range of issues such as.

Despite the fact that assistance takes 40–60 minutes, ​highway assistance utilizes CCTV and radar technologies to identify stationary vehicles and give assistance.

A survey of travelers revealed that 60% have experienced a breakdown in a remote area and had difficulty accessing timely assistance.

In North America and Europe, high disposable incomes, increased vehicle ownership, and growing awareness of the benefits of roadside assistance services are driving market growth. Recent years have witnessed significant expansion due to rising demand, a trend expected to persist. Automotive companies are adopting digital and self-deploying assistance systems, streamlining the alert process for quicker responses.

Research analysis

Market research and pain points
From the user interviews I summarized the needs and points which allowed me to construct personas that encapsulates the motivations, pain points, and tasks that the target audience faces.
  • Route delay information
  • Unfamiliar routes
  • Delays in figuring out solutions
  • anxiety and feeling insecure
  • Weather conditions
  • Technology awareness
  • Connectivity issues

Persona

Creating a user journey map is essential to understand and improve the overall user experience of the app. It allows us to visualize the entire process a user goes through, from the moment they encounter a breakdown to the successful resolution of their issue. By mapping out each touch point, interaction, and emotion along this journey, we gain valuable insights into the user's needs, pain points, and expectations

User journey map

The user journey map was divided into four parts in order to frame different stages when the user traverse through the problem.
  • Pre-breakdown
  • Breakdown
  • Identification of the problem
  • Contact for help and arrival
Users are divided based on age and experience
  • Young drivers (inexperienced)
  • Experienced drivers (both adults and young drivers)

Design principles

From the research, we came to the clear conclusion that users seek a helping hand as well as improved detection and control systems or technology to help them in case of emergency situations. 
In short, Users want efficient technologies so that they can rely on them as it reduces their stress and anxiety when they encounter sudden emergencies. so the VLink should be seamless, leading in technologies and dependable.

The technologies which are available in vehicles are aimed at improving the reliability of vehicles, reducing the likelihood of breakdowns, and making repairs quicker and more efficient when they do occur.

  • Engine management systems

  • Transmission control systems

  • Electronic stability control

  • Tire Pressure Monitoring Systems

  • Remote diagnostics

  • Predictive maintenance

VLink uses these technologies to easily diagnose and find the issues with the vehicle automatically before the user even notices them and warns the user as well as inform VHelp incase of emeregencies were user is unable to contact for help.

Brainstorm and ideation

I conducted a brainstorming session using the traditional approach by gathering idea of collecting ideas from a diverse group encouraging better quality thoughts and quantity of ideas.

Approached each ideas and explored the possibilities.

Concept development

During our brainstorming session, we came up with a bunch of innovative ideas. We used these ideas to create a step-by-step user journey for the Vlink app. This helped us turn those brainstormed concepts into actual pages for the prototype, making sure the app is easy and enjoyable for users.
From this extensive information architecture was created to design the pages and UI necessary for the Vlink app focusing on the core use of Vlink.

Concept ideas and wireframing

Sketched out preliminary designs to visualize the user experience and created wireframes.

Concept user interfaces

Outcomes

The outcome was a revolutionary user-centric solution, with drivers facing breakdowns in remote regions and highways as the central focus of the design process. This led to the development of an intuitive and efficient platform meticulously crafted to cater to their specific needs in moments of emergency, ensuring a swift and reliable roadside assistance experience
Retrospective
What Went Well
User-Centric Approach: I successfully placed the needs of drivers in remote regions and highways at the forefront of our design process, resulting in a solution tailored to their unique requirements.
Efficient Communication: The in-app messaging system with service providers received positive feedback for streamlining communication and ensuring timely assistance.
Areas for Improvement
Language Support: While we implemented multilingual support, we could explore additional features or enhancements to further accommodate users with language barriers.
Accessibility Features: We should continue to prioritize accessibility, exploring ways to better cater to users with special needs and ensuring inclusivity.
Cost Transparency: While we provided transparent pricing, we could explore ways to further educate users about the cost structure and potential variables.