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![Writing a problem statement
• What is the core problem you need to solve?
• What is the biggest pain point you want to address?
• What is the most commonly voiced need that is not being fulfilled?
• Don’t provide a solution just yet
template
“I am [persona name, 3 characteristics]. I am trying to [outcome/job/task], but
[problem/barrier] because [root cause]. This makes me feel [emotion].”
http://network.intuit.com/2012/03/23/getting-to-the-problem-leads-to-great-customer-solutions/
Problem Statement
Discovery](https://image.slidesharecdn.com/40a6803c-9020-4ddb-a957-9546d2a001c5-150712144906-lva1-app6891/85/carnextdoor-JMC-UX-Presentation-15-320.jpg)
Uploaded bySimon Metcalfe
carnextdoor JMC UX Presentation
This document provides an overview of user experience (UX) design process and methods, including research and analysis, discovery, ideation and prototyping, and usability testing. The research and analysis section describes conducting user interviews and a competitive analysis. Discovery involves creating personas, affinity diagrams, and identifying user goals and needs. Ideation and prototyping discusses creating low-fidelity and high-fidelity prototypes. Usability testing involves testing prototypes with users and iterating based on findings.
![Lean + UX = Awesome (and UX is not UI) [Growtalks, Aug 22 2012, Vancouver]](https://cdn.slidesharecdn.com/ss_thumbnails/luxruxisnotui2012-08-22growtalks-120822135324-phpapp02-thumbnail.jpg?width=640&height=640&fit=bounds)
carnextdoor JMC UX Presentation
- 1. 1.0 FACES &LOGOTYPE CAR NEXT DOOR C Logotype - One line Only use supplied logoty Logos & logotypeLogotype - Stacked UXD STUDY / SIMON METCALFE BORROW CARS FROM REAL PEOPLE IN YOUR COMMUNITY
- 2. CONTENTS Intro RESEARCH & Analysis Userinterviews Affinity diagrams Competitive analysis Design patterns Discovery Personas Problem statement User goals & features User Stories and Flows Storyboard User flows Structure and content Information architecture Card sort / similarity matrix Content strategy Content audit Ideation and Prototyping Lo-fi prototypes (wireframes) Hi-fi prototypes USABILITY Testing Usability testing Iterations A/B testing SUMMARY
- 4. “Good design isobvious. Great design is transparent.” ~ Joe Sparano
- 5. Field research Face toface interviewing Creation of user tests Gathering and organizing statistics Creating personas Product design Feature writing Requirement writing Graphic arts Interaction design Information architecture Usability Prototyping Interface layout Interface design Visual design Taxonomy creation Terminology creation Copywriting Presenting and speaking Working tightly with programmers Brainstorm coordination Design culture evangelism Field research Face to face interviewing Creation of user tests Gathering and organizing statistics Creating personas Product design Feature writing Requirement writing Graphic arts Interaction design Information architecture Usability Prototyping Interface layout Interface design Visual design Taxonomy creation Terminology creation Copywriting Presenting and speaking Working tightly with programmers Brainstorm coordination Design culture evangelism HOW UX WANTS TO BE SEEN HOW UX IS TYPICALLY SEEN “UX is the intangible design of a strategy that brings us to a solution.” uxisnotui.com
- 6. Objectives • What are theirgoals and motivations for doing something? • What are their frustrations? • How are they currently dealing with the problem? Get their situation and habits • What are they doing at the time? • Where are they when they are doing this? • How are they feeling (stressed, relaxed)? • When are they doing it? • What devices do they use the most? get their demographics • Age? • Sex? • Occupation? • Location? Methods • Surveys (quantitative) • User interviews (qualitative) • Contextual enquiry (qualitative) User Research RESEARCH & analysis
- 7. T Questions • Ask open questions • Don’task leading questions Bad: “Tell me what you like about...” Good: “Tell me about the last time you...” • Concentrate on what they have done, and not what they will do. Bad examples: “What do you think of idea X?” “Would you use feature Y?” • Ask them “Why?” Interview process • Interview people individually • Think about the location • Make them comfortable • Embrace awkward silences • Offer an incentive • Be relaxed, enjoy it! RECORD • Take note of any great quotes • Video and audio recordings can be useful, but ask permission User Interviews RESEARCH & analysis
- 8. SURVEY OBJECTIVES Interview 12car owners and find their pain points, needs and goals. Questions • What do you use your car for? • What made you to decide to sign-up for a car sharing service? • What did you need to know before enrolling? • Did you find the information okay? • How was the on-boarding experience with Car Next Door? • What computers and devices do you have? Key insights • Forms were not the biggest pain point. • Finding answers to questions was often difficult. • Confusion with costs and potential earnings. • They got lost on-boarding process, and did not know what do to next. • Speaking to the sales team was an important part in building confidence. Owner Interviews RESEARCH & Analysis
- 9.
- 10. CAR NEXT DOOR DRIVE MY CARRENTALS GoGet easyCar club Getaround buzzcar RelayRides Country Australia Australia Australia England U.S. France U.S. Peer-to-peer Yes Yes No Yes Yes Yes Yes Short term rental Yes No Yes Yes Yes Yes No Unattended key handover Yes No Yes Yes Yes No No Social media sign-up No Yes No No Yes Yes Yes Earnings calculator Web form Web form / SMS No Yes Interactive No Yes Interactive No Competitive Analysis RESEARCH & Analysis Key insights Car Next Door is the only short term peer-to-peer rental service in Australia. Not all peer-to-peer services facilitate the borrowing of cars without the owner having to meet the borrower in person.
- 11. • How is everyoneelse doing it? • Don’t copy; learn and be inspired • You can use competitors to perform usability tests before you’ve even built anything research and analysis design patterns
- 12. personas • A representation ofa group of your users or customers • Never represents a single person • A living document - evolves over time as more research and discoveries are made • Requires creativity but don’t make things up! Why create a persona? • Communication tool • Useful when not everyone is involved in the research • Ensures the whole team is aligned to and focus on the customers needs and pain points What shout it contain? • Demographics (age, sex, location occupation) • User’s background, habits, needs and pain points • A relevant quote can help summarise and aid communication • Devices they use • Other data relevant to the problem Personas Discovery
- 13. Personas Devices Transport Methods “If it’sgoing to sit on the drive for 4 days a week I might as well try and squeeze a little cash out of it. ”“An estimate of how much cash it would generate was important to see if it was worth doing or not. ” Story With the birth of their second child and an increase in his working hours, Nick was finding his increased use of the family car for work had begun to impact on the family’s travel requirements. Nick Purchased a second car for work, so that the family car was always available to cater for the needs of his wife and children. Behaviours Being a doctor, Nick is very health conscious and likes to engage the family in sports and encourage exercise. Since the arrival of their second child, the car has been the preferred transport for his wife to run their eldest to her school and sports activities. Nick and his wife are familiar other sharing services such as airbnb, but has yet to participate in sharing their own resource. While Nick does consider the value of collaborative consumption schemes to the community, the safety of his family and security of his possessions is of utmost importance. At the weekends when Nick is not working, he spends most weekends with a family and uses a single car to visit friends, nearby attractions, nature reserves and shopping when required. The most convenient time for Nick to browse the internet is when he’s at home looking after the baby. He uses the family iPad or MacBook. Needs • To know that all of his decisions are financially viable. • To be aware of all possible problems and outcomes of a situation. • To ensure that putting time and effort into something new is going to be worthwhile. Pain points • Discovering there are caveats with an investment that were not known beforehand. • Making a poor financial decision. • Doing something that is not best practice or by the book. “I was interested to see if there were people in my area that actually wanted cars. ” “It was inconvenient to have one car, so we got a second car. ” ex+30+40+70$ Environment Community Financial 500+500= 0+1000= 400+600= 200+800= 300+700= Bio Male 34 Doctor Married, 2 children Situation 2 bedroom house, Rented Balmain, Sydney Nick
- 14. PERSONAS Devices Transport Methods “If it’sgoing to sit on the drive for 4 days a week I might as well try and squeeze a little cash out of it. ”“An estimate of how much cash it would generate was important to see if it was worth doing or not. ” Story With the birth of their second child and an increase in his working hours, Nick was finding his increased use of the family car for work had begun to impact on the family’s travel requirements. Nick Purchased a second car for work, so that the family car was always available to cater for the needs of his wife and children. Behaviours Being a doctor, Nick is very health conscious and likes to engage the family in sports and encourage exercise. Since the arrival of their second child, the car has been the preferred transport for his wife to run their eldest to her school and sports activities. Nick and his wife are familiar other sharing services such as airbnb, but has yet to participate in sharing their own resource. While Nick does consider the value of collaborative consumption schemes to the community, the safety of his family and security of his possessions is of utmost importance. At the weekends when Nick is not working, he spends most weekends with a family and uses a single car to visit friends, nearby attractions, nature reserves and shopping when required. The most convenient time for Nick to browse the internet is when he’s at home looking after the baby. He uses the family iPad or MacBook. Needs • To know that all of his decisions are financially viable. • To be aware of all possible problems and outcomes of a situation. • To ensure that putting time and effort into something new is going to be worthwhile. Pain points • Discovering there are caveats with an investment that were not known beforehand. • Making a poor financial decision. • Doing something that is not best practice or by the book. “I was interested to see if there were people in my area that actually wanted cars. ” “It was inconvenient to have one car, so we got a second car. ” ex+30+40+70$ Environment Community Financial 500+500= 0+1000= 400+600= 200+800= 300+700= Bio Male 34 Doctor Married, 2 children Situation 2 bedroom house, Rented Balmain, Sydney Nick PERSONAS Story Jane is a well educated traveller, living in a shared house while she saves for a deposit for her own unit. While Jane does use her car regularly, she finds it is still unused for a substantial amount of time, and this time will increase due to an upcoming travel trip. Behaviours Jane is an incredibly social and busy person. Outside of work she visits local markets, coffee shops, and the gym using a variety of transport methods depending on distance. She also makes quarterly trips in the car to see her family in Newcastle or to the family holiday house in Forster. Many of Jane’s personal trips are non-essential and with good public transport in her area she could choose to leave the car at home more often. Jane likes to get out of the house as much as possible, and will prefer to browse the internet on her phone at her coffee shops while waiting for friends. Jane finds it difficult to put time aside for practical tasks such as managing finances. When it comes to changing service provider or signing up for something new, it will often take a change in circumstances or an external motivator for her to finally take the plunge. If her flow gets interrupted she me be put off and may rethink her options. Needs • To have new experiences to talk about with her friends. • To find new and innovative ways to benefit the community and the environment, without having to dedicate too much time. • To know how a new product or service will work and if it will fit into her life. • To have basic but concise information on how much something will cost. Pain points • Dealing with uncertainties that pop-up and interrupt her plans. • Having to put time aside for practical tasks. • Reading small print or lengthy documents to get answers. “I was concerned how much of a burden would it be to do something like this. ” “I need to understand how something works and how it will fit into my life. ” “I was going away for 2 months, and was happy to share it. ” 400+600= 0+1000= 500+500= 250+750= 350+650= Bio Female 33 High School Teacher Partnered Situation Shared house, Rented Marrickville, Sydney Jane Transport Methods Devices “It seemed like a really good idea to keep the amount of cars on the road down, and make a little bit of extra cash. ” ex+65+75+35$ Environment Community Financial PERSONAS Mark “The concept is phenomenal. 5 years ago when I didn’t have a car I could have done with this service. ” Bio Male 47 Civil Servant Partnered Situation House, Owned Hawthorn East, Melbourne Devices ex+90+60+50$ Environment Community Financial Transport Methods 150+850= 0+1000= 650+350= 600+400= 750+250= Story Mark was born in Victoria and has lived there for most of his life. He has recently moved into a new house. Mark is very close to his immediate family and thus made the decision to purchase a house nearby to them. Mark purchased his first brand new car a few years ago as an investment, but since the move he finds he is using it less than once a week. Realising the potential loss in value from selling the car, Mark is determined to make the investment viable. Behaviours Mark and his partner are very familiar with collaborative consumption and are frequent contributors to such services. They have achieved a good status on airbnb, as well as having utilised car share services for hiring cars in the past. Although open to new experiences, Mark is a careful researcher and doesn’t leave anything unknown. He performs most research on his home computer, but also will refer to his mobile phone when out of the house and requiring an immediate answer. Needs • To be up to speed with the latest news, events and issues concerning the local area and population. • To be actively participating in new and existing community programmes and initiatives with his partner and family. • To know he is helping to make a positive change to the lives of friends, family and the local community in whichever way possible. • To be very well informed about a product or service before proceeding, including what the potential alternatives and competitors are. Pain points • Being wasteful or unresourceful with purchases, services or finances. • Failing to get answers to questions or queries though his own research. • Failing to follow government or council regulations or laws. “We brought the car new and it does not make sense to sell it. We are just realising a loss. ” “We are SuperHosts on airbnb. ” “We have less and less need for the car. ” PERSONAS Story Louise lives by herself in a single apartment and has been working in a marketing position since she graduated from university. Having recently passed her driving test and due to the location of her office, she purchased a car on finance with primary goal of commuting. However, she’s since found the commuting traffic to be too much and overall does not enjoy driving at busy periods. Due to the car being on finance, she is unable to sell it at present. Behaviours Louise heavily relies on public transport to visit friends and go on weekend shopping trips. She still uses the car at less busy times, mostly for trips to see her parents. With the increased living costs from moving from a shared house to a 1 bedroom unit, Louise has to be organised and budget carefully. She takes an active interest in her finances and the products and services that she engages with. Needs • To be kept up-to-date by her service providers. • To be in control of her finances. • To be able to find information quickly and effortlessly. • To be able to complete budget calculations regularly. Pain points • Processes that are excessively complicated. • Having to spend time reading detail that is not relevant to her situation. • Being inconvenienced at a short notice. Transport Methods Devices “I can’t sell the car. It’s sitting there all the time and I don’t enjoy driving. ” “I need to be able to access account information to see how much I have earned. ” ex+30+40+80$ Environment Community Financial 150+850= 0+1000= 700+300= 000+1000= 300+700= Bio Female 27 Marketing Single Situation 1 bedroom unit, Rented Earlwood, Sydney Louise “Is everything I need to know clearly available to me? I shouldn’t have to read fine print and things that get confusing. ” 2 cars. Going travelling. Never uses the car. Hates driving. Can’t sell financed car. Discovery Personas
- 15. Writing a problemstatement • What is the core problem you need to solve? • What is the biggest pain point you want to address? • What is the most commonly voiced need that is not being fulfilled? • Don’t provide a solution just yet template “I am [persona name, 3 characteristics]. I am trying to [outcome/job/task], but [problem/barrier] because [root cause]. This makes me feel [emotion].” http://network.intuit.com/2012/03/23/getting-to-the-problem-leads-to-great-customer-solutions/ Problem Statement Discovery
- 16. CAR OWNERS I ama car owner with limited time and computer skills, who does not drive my car very often. I would like to enrol my car on carnextdoor.com.au so it can help pay for its own running costs. I would like to sign-up online, but I am struggling to understand the process and get the answers to my queries. This is frustrating me and is affecting my confidence in the service. Problem Statement discovery
- 17. Owners need tofind out how much they could earn from their car. During sign-up process, owners need to clearly know their progress, what need to happen to move to the next step. Owners need to easily understand all the steps in with the sign-up process, and how long the process is expected to take. Owners need to be able to pause the sign-up process at any time and return to it. Owners need to understand how insurance cover works, and be prepared for the common queries that insurance companies may raise. User goals & Features discovery Simplify earnings calculator Display sign-up progress Pause sign-up process Answer insurance queries Explain sign-up steps
- 18. 1 Wendy andJames purchased a second car but found that it is seldom used. The running costs for both the cars are stacking up. 2 After being told about carnextdoor.com.au, Wendy signs up online to earn money from her vehicle while it is not being used. 3 Wendy completes the sign-up process, has the lock box fitted, and markets the car using posters in the nearby streets. 4 Meanwhile... Borris is in need of the car for a day out at Palm Beach with his friends. He sees Wendy and James’ car is nearby and books it. 5 Wendy is alerted that the car has been rented by Borris. Borris and his friends collect the car. 6 Borris begins his beach extravaganza with his friends. 7 After a successful day at the beach, Borris ensures the car is full of petrol and free of sand before returning it to Wendy and James. 8 Back at Wendy and James’ house, Borris drops off the car and replaces the key in the lock box. Wendy and James review their new earnings. user stories and flows storyboard
- 19. • Exploration without commitment • Broadbut not deep - detail isn’t required • Provides opportunity to collaborate and critique • The first sketch is your MVP (Minimum Viable Product) user stories and flows storyboard
- 20. Objectives • Shows all possiblesteps, choices and outcomes • Helps forget interface design and consider business processes • Start with the “happy path” - the path you want most users to take • Level of detail will vary depending on the application User Stories and flows User flows
- 21. Borrowers Owners user stories andflows User Flows
- 24. Structure and content informationarchitecture 5 ways to organise anything Alphabet Time Location Category Hierarchy ~ Richard Saul Wurman Think about How would most people categorise this? How can we make it easy to find for people? Can it be categorised in more than one way? Will it be easy to find across all channels and devices?
- 26. • A simple exercisebut it may take participants longer than you think • Cards can contain content or tasks they can do (navigation) • Can provide a hierarchy for site navigation • Can provide a structure for categorising your content • May also provide name suggestions for categoies and navigation • Let the user think, talk and observe • Photograph the result Structure and content Card sort
- 27. Cardname Cardno AboutUs Borrowers FAQ Help Introduction KeyActions LocationsofService Media MyAccount MyAccount (common) Owners SubActions About us 180% 20% Blog 2 40% 40% 20% Borrow a car 3 50% 33% 17% Borrow a van 4 50% 33% 17% Change my password 5 100% Contact us 6 80% 20% Environmental information 7 20% 60% 20% Extend my booking 8 50% 38% 13% Fees and charges 9 33% 50% 17% Find out how insurance works 10 20% 60% 20% Find out if cars are available in my area 12 50% 33% 17% How can I make sure my car is available when I want it 13 17% 50% 17% 17% How does fuel work? 14 33% 50% 17% How much money could my car earn? 15 50% 17% 33% I cannot get into the car 16 43% 29% 29% I have broken down 17 43% 29% 29% I have damaged a vehicle 18 43% 29% 29% I have had an accident 19 43% 29% 29% Invite friends 20 40% 20% 40% Journey history 21 29% 43% 29% Log-in 22 20% 40% 40% Lost property claim 23 38% 13% 38% 13% Manage my account 24 100% Newsletter sign-up 25 60% 20% 20% Press coverage 26 60% 40% Read FAQ 27 40% 40% 20% Request to extend the service to my area 28 14% 14% 14% 14% 29% 14% See when (how often) my car been used 29 43% 57% Share my car for others to drive 30 14% 14% 14% 14% 43% Sign-up for news and alerts 31 60% 40% Sign-up 32 20% 20% 20% 40% Social media pages (Facebook/Twitter) 33 60% 40% Testamonials 34 40% 20% 40% The car has a problem 35 20% 40% 20% 20% There is damage to my vehicle 36 29% 29% 43% There is lost property in my car 37 29% 29% 43% Update my address 38 100% When someone borrows my car, how do I get the key? 39 50% 17% 33% Where is my car? 40 38% 13% 50% Who has borrowed my car 41 38% 13% 50% Map (user created) 42 100% Structure and content Similarity matrix
- 28. carnextdoor.com.au Borrow a car Borrowing Howit works Search by area Browse map Refine by vehicle type Refine by transmission Refine by vehicle price Refine by date View car details Borrow car Sign-up as borrower Extend the service to my area Testimonials Share my car Sharing How it works Earnings calculator Sign-up as owner Testimonials Subtopic 4 Plans and pricing Borrower Plans Damage liability Owner Earnings info Earnings calculator FAQ Borrower Search FAQ Getting started Insurance Pricing and payments Parking On the road Encountering the unexpected Documentation Get help (If logged-in) Owner Search FAQ Getting started Insurance Pricing and income On the road Encountering the unexpected Documentation Get help (If logged-in) Sign-up Sign-up as borrower Sign-up as owner Help Borrower Extend my booking Where is the car? I cannot get into the car The car has a problem I have damaged the car I've had an accident I've left something in a car Owner Extend my booking My car has been damaged Where is my car? There is lost property in my car My account Log-in Forgot password Extend my booking My journeys View current journey View past journeys My cars Add new car Manage car availability Edit car profile View car history My details My password My address Invite friends Log-out About us About us Jobs Contact us Email Phone Extend service to my area Sign-up for the newsletter Invite friends Media Blog Press coverage Social media Environmental information Key Search field Map Date entry Video Options checklist Text field Form Interactive slider Structure and content IA/Navigation
- 29. WHY Car Next Doorwant to build-up their peer-to-peer network by signing- up new customers, increasing geographical coverage. WHAT Voice: Casual, positive Tone: Friendly Message: We are a friendly, reputable and well established car sharing community which you will very much enjoy being a part of. WHO The audience are qualified drivers who: (a) need a low cost, safe and convenient method of hiring cars for short and long trips, which range from social events, utility and vacation. The cars need to be easy to book, pick-up and access. (b) own a car, and would like to make use of its idle time to make money to cover costs, reduce cars on the road, or to help someone in the community who needs a car. The service must guarantee adequate protection of their car, and participating in the service must not be time consuming or inconvenient. WHERE The content may be accessed on computers, tablets or mobile phones, but owner sign-up is probably more likely to occur at home where the car is nearby and supporting documentation is accessible. HOW The majority of the sites key content is text, with some supporting infographics, photographs and videos. Text is in the formats: • General information pages (key content) • FAQ questions and answers (key content) • Tables (key content) • News, media and blog updates (supporting content) • PDF documentation and policies available for download (supporting content) WHEN Content updating and archival should be performed: • with a change to company policies, procedures or pricing • at least every 6 months to ensure accuracy and completeness • at least once per week for time-sensitive content (news, media and blog updates) to maintain credibility STYLE GUIDE Terminology standardisation • “Borrow” in place of “rent”, “hire”, and in place of “book” if possible. • “Share” in place of... rent? • “Car brand” in place of “Car make” • “Car” or “Vehicle” • “Earnings” in place of “Income”? • “km” should always be lowercase Spelling, Grammar, Punctuation, Layout trends • “$1,000” - comma separator for 3 decimals and above • Refer to existing style guide document as provided by Car Next Door CONTENT STRATEGY Structure and content
- 30. Page Section ImportanceTitle Text For Borrowers THE NITTY GRITTY 1 What happens if I damage the car? When you borrow a car through Car Next Door, you’re protected by our comprehensive in Like with a rental car, you can choose to reduce the amount that you would be responsible the event of damage to the car, from the standard $2,000 down to $500. Zendesk Damage Cover 3 Do I need my own insurance to borrow a Car Next Door vehicle? Nope! How good is that? As a member, Car Next Door provides you with first class compre coverage underwritten by a major international insurer approved by Australian Prudential Authority (APRA). Zendesk Damage Cover How does damage cover work? During your reservation, Car Next Door protects you with our comprehensive damage cove means you don’t need your own insurance – cha-ching savings! Should you be involved in a you are not in breach of your agreement, you’ll only be liable for your chosen excess. You'l this damage to us straight away. For Borrowers THE NITTY GRITTY 1 How do I get the keys? The keys to the car are stored in an electronic keysafe on the outside of the car. We love th much, we call it Fred. You’ll get a code to open Fred and get the key. When you’re finished it back as you found it. Zendesk Booking a Reservation 1 How do I reserve a car? There are three simple ways to make an instant reservation: Right here on our website. Just login using the blue button on the top right corner and go f With your iPhone, Android or other smartphone using our mobile site - https://m.carnextd Call us and we'll find you a car ($2 Call Centre charge applies): 02 8035 8000 For Borrowers THE NITTY GRITTY 1 How do tolls work? All of the cars are fitted with eTags. If you drive on any toll roads during your booking, the toll will be charged to your credit card at the end of the month. There are no nasty surchar Zendesk The Most Frequently Asked Borrower Questions Do the cars have tolling devices (e.g. e- TAGs) and can I use them? Yes, all cars have tolling devices installed and you are free to drive through any tolls. You w any tolls at cost price at the end of the month with no nasty surcharges from us! Zendesk The Most Frequently Asked Borrower Questions Tolls - Can I get a refund via the M5 Cashback Scheme? Unfortunately, we are not able to participate in this scheme. From the RMS Website: Eligibility To participate in Cashback you need to open an electronic tolling account, register for Cash your M5 tolls using an electronic tag. You can only claim Cashback if: You are a NSW resident. Your vehicle is registered in NSW for private, pensioner or charitable use. Trips made using business registered vehicles (including vehicles provided as part of a salary package), lease rented vehicles, smash repair courtesy vehicles, car dealership loan vehicles, interstate reg or any other vehicle where business usage is shown on the registration papers, for exampl general' or 'primary producer' are ineligible. You have registered for M5 Cashback with your tolling provider. You have paid M5 tolls using a NSW issued electronic tag. You have submitted your claim within twelve months of the close of the Cashback quarter. more than 12 months after the close of each quarter will not be accepted. Your eligibility for a Cashback rebate starts from the first day of the month in which you re Cashback. M5 tolls paid before the date you register will not be refunded. We are ineligible on two counts. Our eTags are issued by a Victorian organisation. A requirement for participating in Car Next Door is that all NSW vehicles are registered as B This is to ensure the car has adequate CTP cover. Cars registered as Business Use are not e scheme. For Borrowers THE NITTY GRITTY 2 Can I share the driving with a partner or a friend during the booking? Only if they are a Car Next Door member. If you want to share the driving, then your can join Car Next Door for free. In the event of damage or an at-fault accident, the person who booked is responsible Damage Cover Liability (DCL) cost, regardless of who was driving when the accient DCL amount will also be based on the Rate Plan of the person that booked.Only APPROVED Car Next Door members are insured to drive any of the Car Next D you have a friend or partner that you'd like to share the driving with, then simply get t Free through our website. Then they can drive the car, even though the trip is booke name. Content Audit Structure and content Multiple spelling corrections rectified. Content categorised and rated by importance. Gap analysis based on research and feedback. Duplicate content identified and marked for deletion. Lengthy, outdated or poorly worded content marked for client review. Correction of content issues detected during usability tests. Terminology and punctuation standardised en masse in line with content strategy.
- 31. • Rapid, disposable andcheap • Navigation can be demostrated with multiple pages and post-it notes • Portable and can be tested anywhere ideation and prototyping Lo-fi prototypes
- 32.
- 33. ideation and prototyping hi-fiprototypes
- 34. EVOLUTION Home Sign-up Calculator wireframe Paper Hi-fiAxureLow-fi Balsamiq
- 35. when? • As early aspossible! • As often as possible! • You can test almost anything, including paper prototypes • Test your competitors Where? • In situe is good if convenient: • A spare room at the office • Commercial companies can also perform testing with eye tracking software Testing tips • Give the user a task to do • Avoid phrases that might make the user give up easily, such as: “Try to complete...” • Avoid saying labels used on the site’s navigation • Watch how they try and perform the task • Embrace silence and difficulties. • Don’t help them! • Recording sessions can be useful Usability testing Usability Testing
- 36. “Tell me aboutthis website.” “What would you need to know before sharing your car on the service? Please now find the answer to your questions.” “You are 23 years old and are looking to borrow a car. Find out how much the excess would be if you damaged the car.” “You would like to join Car Next Door. Please sign-up.” “You have a car that is not being used regularly and you would like share it on Car Next Door. Your car is a 2012 Toyota Yarris. Find out how much you could earn.” Usability testing usability test
- 37. Usability test COMPETITOR (BUZZCAR) “Isit hourly/daily or per km? How does that work?” “Does that mean it doesn’t cost anything?” “I don’t know what the DCL is!” “Love isn’t the clearest; English is my first language and I was sceptical to what that was” “I should not need to give contact details to get a quote” “I would prefer to see a breakdown of how they came to the calculation” “I don’t really want to read through all that text here” “Who are the underwriting company?” “Oh god, so many boxes!” “What are the tax implications?” “75% of 33c is confusing. Just tell me” “Peer to peer - is that people the same age?” “Sign up for free!” Current website usability testing
- 38. ITERATION ITERATION ITERATION ITERATION “Do I notneed to put where my drivers license is from?” “Should there be another box for setting the to and from date?” “Why do they need to know this?” “How are they storing this information?” Usability testing iterations Prototype
- 39. “It says Iam better off; is that how much money I will make?” “Is my membership fee included in that?” “Perhaps it should say there that we cover your insurance?” “It does not break it down into days, weeks, months etc.” ITERATION 1 ITERATION 2 ITERATION 3 Usability testing a/b testing Prototype
- 40. Summary What next? • Further researchand testing into the earnings calculator • Forms and sign-up experience • Home page design - how captivating is it to owners and borrowers? • Consider the mobile and tablet view
- 41.