Banks Installation Guides
A mobile app providing an environmentally friendly and easier-to-understand solution for automotive product installation guides.
My role
UX Research, UX Design, Prototyping, User Testing
Timeline
3 weeks, August 2021
Tools
Figma, Photoshop, Zoom, Monday, Vimeo
Project overview
At Banks Engineering, we got a lot of calls from frustrated customers who were in the middle of installing our products. The printed installation guides were hard to follow and because they were printed, they couldn’t be updated when parts were changed due to global supply chain issues.
Problem
The Banks online installation guide starts with a video and everything you need to get started. Followed by photos of each step with a small blurb of text. It’s a visually easy-to-digest guide that can be accessed anytime, anywhere.
Solution
After watching lots of videos of customers installing our products, and reading comments, I discovered that most people were very frustrated with the archaic, printed guides. Visibility needed to be considered because the parts are often installed under the truck or in the dark, cavernous engine compartment.
What I learned
Design Process
Research
Ideation
Prototyping
User testing
Research
Through social media, phone interviews, and in-person meetings, I interviewed multiple customers about their experiences installing our products.
Interview Objectives
If people aren’t using the installation guide, where are they learning to install the product?
What are some of the frustrations that occur during the process?
How do users reach out for help?
Key findings
Users turn to installation videos from other users on YouTube
People were often confused by different part numbers in kits when comparing them to the bill of materials
To get help, users call customer service because that’s the only path for help and this usually causes additional pain points because the team is off on weekends when most users install their products
User persona
Ideation
What could be done to make installation easier?
To understand how customers felt, I went out to the auto shop with a borrowed air intake system, rolled up my sleeves, and installed it using the provided guide. It was tough to figure out because the only visual reference in the printed guides were CAD renderings which are difficult to orient, especially in a dark, cramped engine compartment.
From there, I talked to the customer support team about what challenges customers call in about. I also engaged with customers on social media and forums to gain insight. I was ready to brainstorm and began listing potential features and solutions.
Features
Kit Updates for replacements during supply chain issues
Chat feature for immediate responses
Video of installation from engineering department
User Flow
Prototyping
Sketches & Wireframes
Sketching by hand is an important part of my design process. It allows me to quickly move on if something is not working or explore what is working!
From there, I take it to Figma for wireframing and to start thinking about the interactivity. Throughout the whole prototyping process, I keep the user flow and journey in mind.
Sketches
Lo-Fi Prototype
User Testing
Sketches & Wireframe
Sketching by hand is an important part of my design process. It allows me to quickly move on if something is not working or explore what is working!
From there, I take it to Figma for wireframing and to start thinking about the interactivity. Throughout the whole prototyping process, I keep the user flow and journey in mind.