Mobile Installation

Mobile Installation

Mobile Installation

UX

UX

INTERACTION

INTERACTION

ILLUSTRATION

ILLUSTRATION

IA

IA

Designing for a more convenient way of replacing your tires.

Designing for a more convenient way of replacing your tires.

Designing for a more convenient way of replacing your tires.

Background

Background

Background

With convenience being a priority for those that need work done on their vehicle, mobile tire installation has become an increasingly popular option for replacing tires. Mobile installers bring the machines and tools needed to your driveway, providing a popular alternative to your traditional brick-and-mortar tire shop.

Problem

Problem

Problem

Users are unable, or don’t want to go to a traditional store, but need tire installation. It isn't clear to them that there is another option available through our website, as mobile installers were mixed in with our traditional store options. With the industry moving in the direction of convenience, how can we provide a seamless mobile installation experience?

Users are unable, or don’t want to go to a traditional store, but need tire installation. It isn't clear to them that there is another option available through our website, as mobile installers were mixed in with our traditional store options. With the industry moving in the direction of convenience, how can we provide a seamless mobile installation experience?

Competition

Competition

Competition

Before solving our problem, it was important to see what exists today in the industry. The competitive landscape is still slow to adopt a streamlined experience, with Tire Rack being the online competitor that currently offers it. Observations made were that trust and convenience are core messages they convey.

Survey

Survey

Survey

Our research team conducted a survey to uncover key benefits and find our target audience. We found in general there is high interest in the service, with convenience being the main reason. These customers are more willing to purchase more expensive tires. Awareness was still relatively low, with only 46% of respondents aware of mobile installation, and 17% having used the service before.

Our research team conducted a survey to uncover key benefits and find our target audience. We found in general there is high interest in the service, with convenience being the main reason. These customers are more willing to purchase more expensive tires. Awareness was still relatively low, with only 46% of respondents aware of mobile installation, and 17% having used the service before.

Process

Process

Process

The goal was to bring awareness to our mobile installation option while seamlessly integrating it into our current design system. By reusing existing components, we created a consistent and intuitive experience with adding mobile installation as an alternative, more convenient option.

User tests

User tests

User tests

60-minute interviews were conducted via video conference calls using Zoom. Users liked mobile installation being the default option, with the toggles being clear and intuitive. Users reported wanting to see the first available appointment time on the shop cards. They also wanted more messaging, ensuring communication between the installer and the customer.

60-minute interviews were conducted via video conference calls using Zoom. Users liked mobile installation being the default option, with the toggles being clear and intuitive. Users reported wanting to see the first available appointment time on the shop cards. They also wanted more messaging, ensuring communication between the installer and the customer.

Iterations

Iterations

Iterations

Based on the user feedback, we enhanced the appointment window communication on the tire cards. We also added more talking points that speak to the communication process between the installer and the customer. The business wanted local installers to have priority, so "Ship to installer" is the default selection. We added "Most popular" and "Most convenient" badging to reinforce the value of mobile installation.

Results

Results

Results

After the launch of our improved experience, we saw an increase of mobile installation attachment rate from 0.77% to 8%. A 938% increase of mobile installations orders.

After the launch of our improved experience, we saw an increase of mobile installation attachment rate from 0.77% to 8%. A 938% increase of mobile installations orders.

Deal Alert

Making users aware of a better deal on a comparable product

Making users aware of a better deal on a comparable product.

SimpleScore™

Designing a comprehensive, proprietary rating system for the modern tire buyer.

Created by Evan Gallo

Created by Evan Gallo

Created by Evan Gallo