moservice.id is a comprehensive platform by Adira Finance, designed to provide exceptional car servicing experiences and enhance the automotive ecosystem of momobil.id, momotor.id, & Adiraku. By utilizing moservice.id, users can effortlessly schedule appointments for their car or motorcycle services online, eliminating the need for prolonged waiting times at the workshop. my primary role involves executing a website revamp aimed at elevating its user-friendliness and, ideally, driving increased sales on moservice.id
Why we need a revamp?
Initially a complement to momobil.id, moservice.id aimed to be an independent platform supporting other Adira products like momotor.id. However, due to a lack of research during development, the platform's high drop rate hindered user bookings (only around 5 per month). To succeed, we'll prioritize user-centric design, streamlined booking processes, and seamless integration with Adira's offerings for an enhanced user experience
The Design Process
Usability Testing
To identify usability issues while users make car servicing bookings on moservice.id.
In-depth interview
Conducting in-depth interviews to understand the reasons behind user bounce-back from the website and identify potential stoppers
Ideation
We conduct collaborative brainstorming sessions with each team to gather as many insights as possible, aiming to effectively address the aforementioned issues.
Design
I create lo-fi design wireframes, which will serve as the foundation for the upcoming 'concept test' conducted by my colleague Aji, who is a UX researcher for moservice.id. After several rounds of concept testing, I will then progress to the hi-fi design phase.
Validation
Conducting design validation involves organizing another round of usability testing and evaluating the usability of the design using the System Usability Scale. This iterative process can be utilized for further design refinements
Iteration
Moservice.id old design
Existing flow
moservice.id's user experience was somewhat perplexing. The previous designers structured moservice akin to an e-commerce platform. However, our research revealed that users facing vehicle issues consistently search for workshops offering specific 'services'
What we found?
Trust: The user feels apprehensive about the high service costs for their car, as they lack knowledge about the market price. (In the existing moservice, users are not given an estimate of car service costs.)
Complicated Processes: The excessive form filling creates an inconvenient user experience.
Subpar Performance: The website's speed and responsiveness fall short of expectations.
Mobile Optimization Lacking: The website isn't well-optimized for mobile devices.
Other issue
The user has an issue with their vehicle
The user needs to input the name of the car workshop
The user needs to visit the workshop to find out the price for car servicing
Proposed Flow
The user needs to visit the workshop to find out the price for car servicing
moservice displays the services that the user needs.
moservice displays the nearest workshops from the user's location, showcases workshops with the best reviews, and provides an estimated cost for the services
From the interview results with several users, none were even aware of the names of car workshops near their homes. Users are only concerned about the 'issues' they are currently experiencing
The Result
After undergoing 5 design iterations, the latest design finally obtained a System Usability Scale (SUS) score of 85 , signifying a substantial improvement in usability compared to the previous versions, which scored below 60
The Iterations
Moservice.id
moservice.id is a comprehensive platform by Adira Finance, designed to provide exceptional car servicing experiences and enhance the automotive ecosystem of momobil.id, momotor.id, & Adiraku. By utilizing moservice.id, users can effortlessly schedule appointments for their car or motorcycle services online, eliminating the need for prolonged waiting times at the workshop. my primary role involves executing a website revamp aimed at elevating its user-friendliness and, ideally, driving increased sales on moservice.id
Why we need a revamp?
Initially a complement to momobil.id, moservice.id aimed to be an independent platform supporting other Adira products like momotor.id. However, due to a lack of research during development, the platform's high drop rate hindered user bookings (only around 5 per month). To succeed, we'll prioritize user-centric design, streamlined booking processes, and seamless integration with Adira's offerings for an enhanced user experience
The Design Process
Data Analysis
Data analysis to find out the cause and the behaviour when user purchasing motorcycle in momotor.id.
Usability Testing
To gather usability issue when User doing the purchasing motorcycle in momotor.id
In-depth interview
in-depth interview to know the reason behind the person doing the cancellation when purchasing motorcyle in every step during purchasing
Ideation
We conduct collaborative brainstorming sessions with each team to gather as many insights as possible, aiming to effectively address the aforementioned issues.
Design
I create lo-fi design wireframes, which will serve as the foundation for the upcoming 'concept test' conducted by my colleague Devin, who is a UX researcher for momotor.id. After several rounds of concept testing, I will then progress to the hi-fi design phase.
Validation
Conducting design validation involves organizing another round of usability testing and evaluating the usability of the design using the System Usability Scale. This iterative process can be utilized for further design refinements
Moservice.id old design
Existing flow
The user has an issue with their vehicle
The user needs to input the name of the car workshop
The user needs to visit the workshop to find out the price for car servicing
From the interview results with several users, none were even aware of the names of car workshops near their homes. Users are only concerned about the 'issues' they are currently experiencing
Other issue
Trust: The user feels apprehensive about the high service costs for their car, as they lack knowledge about the market price. (In the existing moservice, users are not given an estimate of car service costs.)
Complicated Processes: The excessive form filling creates an inconvenient user experience.
Subpar Performance: The website's speed and responsiveness fall short of expectations.
Mobile Optimization Lacking: The website isn't well-optimized for mobile devices.
Proposed Flow
The user needs to visit the workshop to find out the price for car servicing
moservice displays the services that the user needs.
moservice displays the nearest workshops from the user's location, showcases workshops with the best reviews, and provides an estimated cost for the services
The Iterations
After undergoing 5 design iterations, the latest design finally obtained a System Usability Scale (SUS) score of 85 , signifying a substantial improvement in usability compared to the previous versions, which scored below 60
The Result