User Research, Heuristic Analysis, Workflow Design, Usability Report
While working at Sewell Automotive, I was selected to be a part of Infiniti USA’s initiative to redesign their iCarX app, an internal sales process application used at Infiniti new car dealerships.
The level of associate usage of the current version of the app was very low. This was due to a lack of integration with the real-life workflow, where the app was relegated to a small portion of the sales process.
Infiniti USA hired a software consulting team to redesign the app, and our store was one of three dealerships chosen to provide feedback.
I led and conducted the usability analysis, and presented it to the dev team.
Screenshot of original app
My role
I took on the responsibility to conduct an analysis of the current application, and document my findings and recommendations.
The challenge
Improve the workflow of the current app, and integrate it with the disparate tools that salespersons used daily to improve the customer’s experience.
Workflow Analysis
I began by conducting an analysis of the current beta application’s functionality and shortcomings. The feedback team and myself brainstormed over several sessions, identifying the current workflow and pain points.
I conducted informal interviews with my coworkers, having them walk me through their usual process so I could understand how the were using the app, what features they used least and most, and what features they needed.
I then created a low fidelity workflow chart to illustrate the results of my interviews and analysis of the problem.
For reference, the gray blocks represent a part of the process conducted outside of the app, and the yellow block represent actions done inside the app. The orange blocks represent integrations with an external technology asset (CRM system, OMS inventory management).
I discussed the workflow with the team, and we established what portions of the process could be transferred to the app. I then sketched out a proposed new workflow, incorporating many external service integrations into the process.
Diagram of original workflow
Diagram of ideal workflow
Capabilities Assessment
I then wrote up a document discussing specific change recommendations showing the desired functionality of each individual section, as well as several usability and interface pain points that were identified during the last brainstorming session.
I took screenshots of several important sections and annotated them to point out the specific issues and added the screenshots to the document.
One of several annotated screenshots I used for the presentation
The Final Document
I delivered the final feedback and analysis report to the development team. Infiniti has not yet incorporated the proposed changes into the next version of the app.
Please click the button to read the report.