Vlink

vGroup offer more than just physical products, there are different platforms available to support the end user ranging from apps to websites. This project aims is to build upon the existing emergency breakdown system along with live emergency application.

which helps the users to easily seek help and traverse through an emergency situation

Getting help during a vehicle breakdown has always been challenging, but vGroup has the one stop for this.

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.

Tools

Workflow

UX Research
UI Design
UX Design
Interaction Design
Usability Testing

Timeline

Discover phase

Analysis

Define and learn

Ideate

reforming ideas

Restructuring pain points

Presentation

UI design

Discovery phase

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.

464593 Vehicle breakdowns

Less cross-border

coverage provided

Smart breakdown detectors

only help diagnose the problem

Research analysis

Market research and pain points

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.

In order to enhance the data and get more in depth visualization of the problem statement and users needs following processes was done.

Product evaluation

User interviews

Desk research

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.

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

Name: Carla

Age: 35

Location: Glasgow

Scenario: Carla is a 35-year-old working professional who commutes long distances for her job. She often travels through highways and remote stretches of road. She values efficiency and reliability in her daily commute.

Motivations:

Values her time and needs to get to work and appointments on time.
Prefers a hassle-free solution for unexpected breakdowns or emergencies.
Seeks peace of mind knowing she can quickly access help if needed.

Needs:

Fast Response Time: Expects prompt assistance to minimize disruptions to her schedule.
Variety of Services: Requires access to a range of services such as fuel delivery, tire changes, and lockout assistance.
Weather conditions: want to feel safe during adverse conditions.

Scenario: Louis, 40-year-old outdoor enthusiast who loves going on camping and hiking trips in remote regions. He often ventures into areas and has experienced breakdowns in the past, leaving him stranded for hours.

Motivations:

Loves exploring nature and finding secluded camping spots.
Values self-sufficiency and independence in outdoor adventures.
Seeks a reliable and efficient solution for roadside assistance during trips.

Needs:

Offline Functionality: Requires the ability to request assistance even in areas with no internet connectivity.
Accurate Location Tracking: Wants precise location tracking for service providers to find him in remote areas.

Name: Louis

Age: 40

Location: Swindon

Personas

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.

Seamless

Reliable

Effective

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.

After collecting ideas I reviewed the collected ideas as a group. Discuss, clarify, and elaborate on each topic.

Approached each ideas and explored the possibilities.

Concept development

Concept ideas and wireframing

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

Changes were made and enhanced for better usability and had to minimize and negate some features to optimize the app to work for the core objective.

More focus should be put on accesibility and users feedback and improvement.

User journey using Vlink

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 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.