Helping car owners easily book battery replacements.

RACV

Introduction

RACV wanted to create a new website portal for booking car battery appointments. The aim of the project was to make this process as easy and intuitive as possible, whilst at the same time educating vehicle owners about the different types of available batteries. Although both RACV members and non-members would be able to make bookings, discounted offers would be available for those who input their membership number (or who decide to become a member).

I was solely responsible for designing this booking system, including user flows, wireframes and high-fidelity designs. This project was completed while working at Arkade.

My role

User flows
Wireframing
Prototyping
Visual design
User testing
Business analysis

Identifying user scenarios

To begin with, I worked with RACV to identify the different types of users who would be interacting with the battery booking system, as there are different processes and eligibility requirements depending on whether the user is an RACV member, whether they live in a metro or regional area, and whether they are currently interstate.

Mapping the user flows

Based on the user scenarios identified above, I worked with RACV to create user flows mapping the step-by-step process when interacting with the new battery booking system. The diagrams captured how the system would respond to the different types of users that were identified.

Separately, we also created service journeys identifying the processes that would have to happen in the back-end for the service to be delivered smoothly.

Designing and testing the wireframes

Once the user flows were approved, I designed a set of wireframes for the battery booking system. These wireframes were tested with a number of users (both RACV members and non-members) to smooth out usability issues.

The final result

Once the wireframes were approved, I applied the visual design to the form (adhering to the RACV styleguide) and worked closely with the developers who were building it, pairing with them and helping with quality analysis as required. The new battery booking system was launched on the RACV website in September 2017, allowing vehicle owners across Victoria to easily and efficiently replace their car batteries.