Client |Drive Test
Timeline |4 weeks
Role | UX/UI Designer, UX Research
Tools | Figma, Miro, Whimsical
This is a project I completed for Designlab’s UX Academy. This app does not exist for Drive Test but the research is real and the design is based on actual user voices, in combination with the mentor and fellow student feedback. I’m proud of this work, but I just wanted to be upfront with that.
Background
Due to the COVID-19 Pandemic, there have been numerous amount of cancellations and delays in drive tests. Here in Toronto, there has been a lot of noise on social media from drivers trying to complete their tests, as they have been having trouble getting appointments for the dates and locations they prefer. Today, the only way to get a booking appointment is via the Ontario Drive Test website. Users will have to enter their driving license information every time they try to book/ Cancel/ Reschedule an appointment. This becomes a tedious process when you are not able to find the right time and location and you have to check the website every day. Therefore I’ve decided to do some further research to understand the pain points of the entire booking a driving test process and ultimately create an app that can make the process of finding an appointment easier and user friendly
Problem Statement
How do we make the process of booking a road test appointment a seamless process, where the users are able to find and book a road test at their preferred date, time, and test center.
Let's build an app for Drive Test that notifies users of when an earlier road test is available for them to book
To improve the road test booking experience, I created an App that allows users to have a seamless and user-friendly experience. The app provides a quick and easy way to sign-up or log in to book and view your scheduled road tests. To avoid users having to check the drive test website every day for open test slots, the app will now notify you once there is an earlier test available for you, according to your preferred date, time, and test center.
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Users will now have their license information saved on the app for a seamless log in process
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A faster and easier way to log in
Users will now have a more personalized experience when booking a driving test. Individuals can now see all open road test slots at firsthand.
Personalized Home Page
Users will have the ability to manage all their preferred dates & times, and test centers in App.
Manage your booking preferences
Users will receive a notification once there is an earlier road test available. Which can then be booked in the App
Road test notifications
Research
In order to gain a deeper insight into the current problem of the Drive Test booking experience, a research plan was formulated. The research plan will not only help focus on the objectives of the design but will act as a guide to solving the right problem.
User Journey Map
In order to visualize how users book their road tests today, I created a User Journey map. The journey map involved a scenario where a user is now eligible for his G2 road test and wants to book an appointment that is close to where he lives.
Define
Design
User Research
To effectively address the current problem, a series of interviews were conducted with participants who could be in the process of booking their drive test or who are be booking their G2 or G drive test appointment. The qualitative research will be used to know the user's behavior, motivation, and pain points of booking a road test. Here are some of the direct quotes from the users
" It was hard to filter to find which location in Ontario actually had a slot that was open so that was a bit difficult because like I didn't know what to do."
A User Persona was created that resonates with their goals, needs, and frustrations. Referring back to the persona during this design process keeps me aligned with the user goals and helps me solve the problems users have. Following this, I synthesized the data from the user interviews to put together key themes/patterns.
Following this, an Empathy map was put together to understand the Goals, Actions, Emotions, and Pain Points of our persona.
" There aren’t a vast number of appointments available and you wouldn’t know if anyone cancelled,"
" It was up to me to select like literally all the locations to find something that was available and I found that to be the most annoying thing."
" I was going back to the Drive Test Website every few days, but initially when I had nothing booked I was checking every day for bookings at 2-3 specific locations."
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What does this mean for design?
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The focus of the design is on ensuring users are able to book a road test at their preferred date, location, and time
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The design solution will allow for users to be reminded of the availability of road tests based on their preferred booking date, location, and time
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The solution that will allow users to see all open road test appointments by the date they are looking at
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The Drive test app will focus on a seamless booking experience, including a quick verification and log-in process
Sketches
I sketched different ideas that came to mind for twenty minutes, letting my creativity flow, but at the same time keeping the user's needs in mind. I annotated each of the sketches which helped target the different pain points that I was trying to solve.
Low-fidelity wireframes
Mid-Fidelity Wireframes
The next step in the process was to digitize my screens on Figma to explore possible design alternatives and come up with high-fidelity wireframes. The wireframes were designed to mimic the final design, so I worked on as many UI elements as I could. I also pulled up screenshots of other booking Apps to understand how different industries make use of a bookings app. The idea for every page was to ensure that the user has a seamless experience in booking a driving test.
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Testing
Useability Testing
Next, I created an interactive high-fidelity prototype using Figma. I observed each participant navigate through tasks and asked them specific questions regarding each page - overall flow and impression, If the Drive Test App solves the irritants of having to book a road test, and if the experience felt personalized.
TASK COMPLETION RATE
100%
TASK ERROR-FREE RATE
95%
TASKS
1. Book a road test appointment
2. Set booking preferences and then book an earlier drive test.
In order to organize the insights found during the useability, I created an affinity map to catalog the patterns. The affinity map is segregated into groups of findings in what worked well, Which Design, layout, User Flow, and Interaction Elements needed improvements.
Conclusion
Conclusion
In conclusion, my prototype was greatly valued by the users and I was very happy about the end result. Every participant that I user tested the product with mentioned that this was something they never realized they needed as it not only made it easy to view what appointments were available for them to book first-hand but also took away a major irritant of not knowing when a new appointment was available to them that could suit their needs better. Some users wished they had access to an application of such at the time of they had to complete their road tests.
Because this project was completed in a 4-week sprint, there are a few things I would do differently if I had the time and resources:
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Take more time to work on the Drive Test features, such as auto-booking and license expiry reminders
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Conduct user testing with more people
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Conduct user testing after making revisions to continue iterating and improving the product