Bantoo: Find and Book the Tire Repair Service — UX Case Study
Motorcycle is the most popular transportation in Indonesia. According to BPS in 2018, the number of motorcycle in Indonesia reach 137,7 million, it indicates the number of motorcycle is a half from Indonesia population. Motorcycle is usually used to support daily activities such as going to work, school and even be the source of income by becoming online “ojek”.
In driving there are many things can happen to the driver, one of them is tire leak. This can bother their activities. When the tire leak, there is no other choice than to find the tire repair shop near them. Finding the tire repair shop is not easy, because the driver should find the location and push the motorcycle to the place so it can waste the time and energy.
Based on the problem, I help to make an application that can help the driver to find the tire repair service around them.
Team : Aditio Alif Junio (this is my personal project)
How might we help user find the tire repair service nearest their location?
For this case study, I use Design Thinking method, a human-centered, iterative process that designers use to tackle problems. The method consists 5 phases: Empathise, Define, Ideate, Prototype and Testing.
The goal is to create a common understanding, so you can design it from user perspective. The method that I used in this research is Qualitative research with 18 respondents with age range is 20–35 years old (94%) and domiciled in Jabodetabek area.
Here are some valuable insights from Qualitative Research:
- Tire repair shop are far from the location where the tire leaked
- I don’t know the location of tire repair shop around the area
- Sometimes when I have arrived there, the shop was closed
- If the motorcycle is forced to ride when the tire leaks, it will damage the wheels
- If the tire leaks, it’s difficult to bring, so I suggest to the tire repairman to come to the location
- I need to know the price for fix the tire
- I need to know time estimate to fix the tire
With those information and insights that I collected, the next step is to define the problem. In this phase I use the Affinity diagram to help in gathering large amounts of data and organise them into group based on their relationship.
Based on the affinity diagram, I get conclusions as follows:
- User need easier way to find and order the nearest tire repair service around them.
- User need to know information about name of tire repairman, address, price and estimated time in fixing the tire.
- User want the tire repairman to come to the location because bring the motorcycles when it leaked is difficult and if forced to ride the motorcycle, it can damage the wheels.
After that, I also need to define user persona for representation of our ideal user.
For this case study, I use one user persona, Agung Indra.
For the problem I come up with application concept which can help user to find the closest tire repair service around them. In this app, user just order and the tire repairman will come to the user based on the address that user input in user’s data.
Before jumping into the design, I create the user journey. User journey is a visual representation of the customer experience and a tool for designer to look at your application from the user ‘s point of view.
Below is the result from the sketch I made. From the sketch, we can have some idea for design that we will make.
HiFi Prototype-Design Decision
According to Jakob’s Law, “Users spend most of their time on other sites. This means that users prefer your site to work the same way as all the other sites they already know”.
So, for the design of the Bantoo application, I took many references from “ride sharing applications” such as “Gojek” and “Grab” because users are already familiar with those applications so that they can focus on the task that needs to be done in Bantoo application.
The following is a prototype for order flow in the Bantoo application
Repair progress page
I did the user testing to validate the solution whether it can solve the problem or not. I did the testing by giving the task using the prototype that I have made. For the test, I asked 5 (five) people to do 3 tasks consist of to order the tire patch service, to give the rating to the repairman, and to change the payment method.
From the 3 tasks given, I need improvement in changing the payment method, while for the other tasks, there is no problem. In the task to change the payment method, user got confuse on how to change the payment method since there is no information whether the payment method can be changed or not.
After get the feedback, it’s time to iterate. There is a minor improvement by change the kebab button of the display with word “change” so user know that the payment method can be changed.
Following the prototype design after iteration:
Bantoo is application that help user to find and order tire repair service online. User just needs to order and then the repairman will come to their location so user doesn’t need to pushing the motorcycle into the tire repair service.
In the future, Bantoo app can be improved by adding some important features such as motorcycle washing service and general motorcycle services.
I hope you learned something as well. If you enjoyed reading this article, please leave and any feedback on the comment section. Thank you.