OVERVIEW
Problem
Develop a campaign to promote Hyunday after-sales service, and improve Hyunday customer service and loyalty.
My role
UI designer /UX researcher
Timeline
JAn 2018 - Jully 2018
Solution
As solution we thought about comunicate the Hyunday services with an approach more familiar, closely manner, and humanitarian. Our quote is "we take care of your car the same way we take care of our family. Because we care"
Team members
João Sousa, Diana Portela, Sofia Campos
Typography
Hyunday Sans Head
Tools
Paper Wireframes, Sketch, Photoshop, Illustrator
Our approach
01
Research
Comparative Assessment
User interviews
Online Surveys
Personas
02
Design
Storyboards
Sketching Lo/fi Prototypes
User feedback
Information Architecture
Interactive Prototypes
Design Outcome
RESEARCH
Domain Research
To better understand how to develop the architecture of the information of Hyunday after sales services, we conducted a analysis review and a comparative assessment. For the comparative assessment, we focused on ecommerce websites that to analyse the visual design, usability, architecture, and explore the strengths and weaknesses features, as well as opportunities.
Surveys
Our surveys helped us to narrow down our target user group and understand the behavior of users when they use their car after-sales service and which features are mostly valued by our target audience.
We conclude that our target audience value in first the confiance in the service and a trust based relationship with the person that repair the car, and they value quality service. The price came surprisingly in third.
Key Takeaways
Based on our online surveys we learned some unexpected results. Quality, trust, and innovation were the main features our persona valued. Our persona doesn't like apps that are too complex to book a service, simplicity is the key. Vasco Tavares, our persona, books online appointments and normally buys also in e-commerce websites. Vasco likes innovation and he bought his Hyundai i30 with credit (for 10 years).
Animation showing the simulator form flow
User flow
Final Thoughts
Based on this data analysis we develop the landing page with the advantages of using Hyundai after sales service based on trust, care, and transparency.
With the Care Days campaign, all Hyundai clients could bring their car, on certain days, to Hyundai stands and do a free check-up. Also, we thought about a simulator where the users could do a booking online of after-sales services, with transparency of the prices.
It serves as a reminder that in a crowded and competitive market, a simple, powerful message can make all the difference -The ad’s message of excellence, innovation, transparency and exclusivity.
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Car manufacturers should apply key usability principles to their User Experience Design
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The goal should be to create a safe, usable and enjoyable experience
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The following years sure will be one hell of a ride
The future will show where Automotive User Experience is headed, but the indicators are strong that tech will find it’s way into each aspect of mobility.