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
User interviews
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
3.
4. “Good design is obvious.
Great design is transparent.”
~ Joe Sparano
5. 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
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 their goals 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’t ask 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 12 car 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
10. CAR NEXT
DOOR
DRIVE MY
CAR RENTALS
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 everyone else 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 of a 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’s going 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’s going 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 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
16. CAR OWNERS
I am a 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 to find 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 and James 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
• Broad but 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 possible steps, 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
24. Structure and content
information architecture
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?
25.
26. • A simple exercise but 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 1 80% 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
How it 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 Door want 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 Importance Title 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 and cheap
• Navigation can be demostrated
with multiple pages and post-it
notes
• Portable and can be tested
anywhere
ideation and prototyping
Lo-fi prototypes
35. when?
• As early as possible!
• 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 about this 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)
“Is it 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 not need 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 I am 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 research and 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
