"ON THE GO" APP
ABC is the exclusive North American distributor of prestigious Van Hool motorcoaches. ABC also offers the largest selection of pre-owned bus and motorcoach inventory in the country. We were approached to create a resource for ABC drivers, mechanics, and other internal user groups. Discovery included user research, user flows, and site map.
As part of our Discovery Phase, I led and conducted several user interviews with samples from each user group - Drivers, Mechanics, and Customer Service. The scripts that were developed were designed to collect information on internal process, dependencies, common scenarios, successes and pain points. The client provided some high level qualitative data, which balanced our qualitative research effort.
User research revealed to us that drivers span of time on a bus can be many years. Many drivers know their buses by their VIN number, and do not normally look through the entire catalog of vehicles to find resources. They are often looking in those materials for emergency situations such as, accidents and quick repairs. Customer Service was also designed to guide and help these drivers resolve high stress situations. We designed the mobile application to offer a quick search for these use cases, providing drivers in need with videos and relevant content quickly.