Introduction: As a User Experience Designer at Razorfish, we spearheaded the creation of a monthly auto maintenance application in collaboration with Firestone. The primary objective was to develop a user-friendly digital platform that offers proactive car care plans to Firestone customers, aligning with Resolv's business goals and objectives.
Understanding the Business Goals:
Enhance Customer Experience: Firestone aimed to enhance the overall customer experience by offering convenient and proactive car care solutions through a digital platform.
Enhance Customer Experience: Firestone aimed to enhance the overall customer experience by offering convenient and proactive car care solutions through a digital platform.
Increase Customer Engagement: The goal was to increase customer engagement and loyalty by providing value-added services beyond traditional tire sales.
Drive Revenue: By offering monthly auto maintenance plans, Firestone aimed to generate recurring revenue streams and increase customer lifetime value.
Approach:
User Research: Conducted comprehensive user research to understand customer pain points, preferences, and expectations regarding auto maintenance services.
User Research: Conducted comprehensive user research to understand customer pain points, preferences, and expectations regarding auto maintenance services.
User Persona Development: Created user personas representing different customer segments to tailor the application's features and functionalities to their specific needs.
Wireframing and Prototyping: Developed wireframes and interactive prototypes to visualize the application's layout, navigation, and user flow before proceeding to the design phase.
UI Design: Designed intuitive and visually appealing user interfaces (UI) that reflect Firestone's brand identity while prioritizing ease of use and accessibility.
Iterative Testing: Conducted iterative usability testing sessions with target users to gather feedback and refine the application's design based on user insights.
Integration with Resolv's Platform: Integrated the monthly auto maintenance application seamlessly with Resolv's existing platform to ensure a cohesive user experience across all touchpoints.
Key Features:
Personalized Maintenance Plans: Users can customize their monthly auto maintenance plans based on their vehicle type, driving habits, and budget preferences.
Personalized Maintenance Plans: Users can customize their monthly auto maintenance plans based on their vehicle type, driving habits, and budget preferences.
Appointment Scheduling: Enables users to schedule maintenance appointments at their preferred Firestone service centers conveniently.
Service Reminders: Sends automated service reminders and notifications to users to ensure they never miss a scheduled maintenance appointment.
Digital Service Records: Allows users to access and manage their digital service records, including past maintenance activities and upcoming service appointments.
Customer Support: Provides access to customer support resources, FAQs, and troubleshooting guides to assist users with any questions or issues they may encounter.
Outcome:
The monthly auto maintenance application successfully addressed Firestone's business goals by:
The monthly auto maintenance application successfully addressed Firestone's business goals by:
Enhancing the overall customer experience and satisfaction.
Increasing customer engagement and loyalty through value-added services.
Driving recurring revenue streams and maximizing customer lifetime value.
Conclusion: The collaboration between Razorfish digital agency and Firestone resulted in the development of a user-centric monthly auto maintenance application that revolutionized how customers engage with Firestone for their car care needs. By prioritizing user experience and aligning with business objectives, the application stands as a testament to the power of design in driving tangible business outcomes.
Visit the final product at https://www.resolvauto.com/
Visit the final product at https://www.resolvauto.com/
Researching in monthly fee services
High resolution Wireframes
Tailored Webpage Design
Design inspiration, included in client brainstorm sessions
