Impact

There was a huge positive impact after the first launch in terms of numbers and business growth.

By eliminating the need to send inspection engineers to every home, we were able to reduce costs and instead focused on cross verifying cars of particular interest. This streamlined process improved efficiency and reduced operational expenses.

Increased leads from self-inspection tool improved lead to procurement ratio, but operational limitations hindered proportional procurement growth. Strategic steps were taken to enhance capabilities and expand, allowing human intervention to support the self-inspection process. Positive impact instilled confidence in scalable growth for the business.

Exponential increase in leads ~ 5X

Increase in procurement ~ 2X

Final Designs

SUMMARY

What is Self Inspection?

An  AI-assisted Self-inspection capability, that is easy and quick for a consumer seller to use and perform an inspection of their car from their home and is at a quality level that helps the business assess the right purchase price at accuracy levels comparable to physical / home inspection. Our business gained a distinct advantage and accelerated growth through this unique concept and experience. 

Self Inspection

UX DESIGN | RESEARCH | PROTOTYPING 

Self Inspection was built considering both seller and buyer benefits!

User Personas

The potential need for selling:

Upgrade Car as a family for comfort.

Overall high maintenance of older vehicle.

Car adding to financial burden.

Car does not match social status.

Selling Behaviour: Convenience Seeker

Not very comfortable with multiple rounds of negotiations and meeting unknown buyers.

Wants to get as good deal with minimum hassle.

Open to paying extra for premium services.

Primary Persona: Busy bee Albert

The potential need for selling:

Upgrade Car as a family for comfort.

Overall high maintenance of older vehicle.

Car adding to financial burden.

Car does not match social status.

Selling Behaviour: Convenience Seeker

Not very comfortable with multiple rounds of negotiations and meeting unknown buyers.

Wants to get as good deal with minimum hassle.

Open to paying extra for premium services.

Primary Persona: Busy bee Albert

SOLUTION

To finalise the concept and gather feedback, a workshop using the Dreamer-Optimistic-Critic framework was conducted. Considering factors like timelines, technical feasibility, business alignment, product vision, and scalability, a decision was made. We opted for a wizard approach for questions and a separate assistive camera experience to capture physical/condition details. This decision resulted from rigorous discussions and stakeholder consensus.

Wizard approach for questions and a separate unique assistive camera experience to capture physical/condition details of the car

Impact

There was a huge positive impact after the first launch in terms of numbers and business growth.

By eliminating the need to send inspection engineers to every home, we were able to reduce costs and instead focused on cross verifying cars of particular interest. This streamlined process improved efficiency and reduced operational expenses.

Increased leads from self-inspection tool improved lead to procurement ratio, but operational limitations hindered proportional procurement growth. Strategic steps were taken to enhance capabilities and expand, allowing human intervention to support the self-inspection process. Positive impact instilled confidence in scalable growth for the business.

Exponential increase in leads ~ 5X

Increase in procurement ~ 2X

About OLX Autos

OLX Autos is an online Car trading platform. User can sell their Car, buy one from the car listings from the platform or get their purchase financed by OLX. Selling, Buying and Finance are the three verticals OLX Autos deals with. They have Android, iOS as well as Web platforms.

About OLX Autos

OLX Autos is an online Car trading platform. User can sell their Car, buy one from the car listings from the platform or get their purchase financed by OLX. Selling, Buying and Finance are the three verticals OLX Autos deals with. They have Android, iOS as well as Web platforms.

The seller flow before Self Inspection:

Problems with the existing Inspection process

High operational cost to send inspectors on site

Scheduling an inspection increases time to sell

Sellers want inspections to be done at home

Need an expert who can go through the inspection checklist

Dependency on availability of an inspector

Pandemic and lockdown induced operational difficulties

Seller’s North Star Journey

Buyer’s North Star Journey

Self Inspection was built considering both seller and buyer benefits!

Team

1 Senior UX Designer

2 Associate Designer

Collaboration with the product analytics, tech, business, marketing, operations etc.

Contribution

A separate task force was created and a few members from each team were selected to come together and accomplish the goal of building this unique experience. I was a part of the design team, helping in this effort.

Skills and Tools

UX Design, UI Design, Illustration, Prototyping

Figma, Miro, Sketch, Protopie, Invision

SUCESS METRICS AND USER PERSONA

How to we measure Self Inspection’ success?

Do we see increase in Car leads on the platform?

Do we see increase in procurement of cars?

Do we see reduced operational costs?

Secondary Research

A preliminary trial was undertaken involving actual users utilising the current functionalities to collect valuable insights and feedback for future enhancements. Additionally, a competitive benchmark analysis was carried out to evaluate the inspection tools currently accessible in the market.

RESEARCH

User Feedback

“I want to do this in my free time with breaks in between”

“I am not comfortable getting on a video call”

“Is a video necessary? Won’t pictures be enough?”

“I want to do this in my free time. Not on a schedule.”

Step 1 Testing with existing capability

“I cannot send a video as it is large in size. Also, while taking the video and handling the car, its chaotic.”

The field-based pilot sought to evaluate an initial self-inspection concept without developing a complete solution. Capitalising on users' familiarity with technologies such as WhatsApp video calling and phone cameras, the pilot investigated basic self-inspections at a surface level.

Step 1 Benchmarking

Competition benchmarking revealed that SaaS organisations, insurance companies, OEMs, and other competitors were also exploring similar inspection tools and technologies. This analysis provided valuable insights into the competitive landscape and ongoing industry developments.

To ignite creativity and enhance comprehension of the user experience, storyboarding was harnessed, incorporating pertinent scenarios. This method proved instrumental in crafting inclusive designs that engaged all stakeholders.


Two pivotal scenarios were chosen: one depicting the user in close proximity to the car, and the other portraying the user at a physical distance from the car. This approach facilitated a thorough exploration of user interactions and requirements in diverse contexts.

Story Boarding

Low-fidelity concept ideation

CONCEPT 1

A gamified conversational interface

CONCEPT 2

Conversational Self Inspection with OLX as a Buyer or Inspection Engineer

CONCEPT 3

Camera as the assistant

CONCEPT 3

Wizard Approach

To finalise a concept and get more ideas and critics, I conducted a Workshop with my design team at OLX

Workshop Framework: Dreamer, Optimist and Critic

DREAMER


Generates a lot of ideas around the concept


Is free to imagine and suggest anything


Doesn't think about Constraints

OPTIMIST

Talks about what all things he/she likes about the concept

CRITIC

Gives Feedback around the concept


Finds Weak points


Wants to prevent failures

RESEARCH

WORKSHOP INSIGHTS (20 Participants from the Design team participated)

I surfaced the concept for the team and asked each team member to get into the shoes of a :

BUILDING SELF INSPECTION: A DETAILED VIEW

Basic flow structure

A comprehensive exercise led by the operations team and other stakeholders was conducted to identify the crucial data points (questions) for the self-inspection process. The selection of these data points was driven by the goal of fostering trust among buyers while ensuring convenient data capture for sellers. Considerations such as car insurance etc. were taken into account to enhance buyer confidence, while the focus remained on providing sellers with a user-friendly and efficient experience.

Final detailed workflow

Which details about the vehicle are required for the Self Inspection?

Fuel Type

Clutch condition

Additional Accessories

AC Condition

Smoke Colour

Registration year

Car Photos

Image of front & back side

Image of left & right side

Car Condition Details

Oil leakages

Clutch condition

Car Brand

Car Variant

Insurance type

Transmission type

Car Basic Details

Image of Car interiors

Image of Odometer

CAR DETAILS FLOW

Section 1:

Designs and Iterations

Start Screen

Design enhancement: Introduction of cards and better copy to make it clear and easy to understand.

Design enhancement: Introduction of cards and better copy to make it clear and easy to understand.

Different ways of filling car details

OPTION 1: FILL USING CAR REGISTRATION CERTIFICATE

OPTION 2: FETCHING DETAILS USING CAR NUMBER

OPTION 3: MANUALLY FILLING DETAILS

Pop-ups and nudges

1. A generic pop-up that would appear when the user attempted to exit from any screen.

2. An offer pop-up displaying a price range, triggered when the user attempted to exit after providing sufficient details for the pricing model.

3. A pop-up specifically for the camera flow, appearing if the user tried to exit during the photo- taking process.

CAMERA EXPERIENCE

Section 2:

CAMERA EXPERIENCE

Section 2:

Layout Iterations

After iterations, research, and tech team discussions, we decided to limit the final camera experience to landscape mode for the following reasons:


Car proportions: Landscape mode is more efficient in capturing the full length of a car, as it exceeds its height.

Bigger preview: Landscape mode provides a larger preview area, enabling a better view and capturing more details.

Avoiding unnecessary information: Landscape mode prevents capturing extraneous details, focusing solely on the car, unlike portrait mode.

Camera components were tailored for landscape mode, and users received a visual cue to switch to landscape mode for an optimal experience, ensuring consistency.

For an improved user experience, car stencil icons were strategically placed to ensure unobstructed photo capture. After each photo, the selection moved to the next icon.

The camera interface was designed to replicate the familiar and intuitive layout of a conventional camera, ensuring users can easily navigate and interact with the self-inspection tool.

The camera interface was thoughtfully designed to accommodate left-hand operation, with the camera components automatically flipping to ensure seamless usability for left-handed

Usability and Ergonomics

Final designs for testing

Stencil and icon set

Usability Testing

“I like the stencil concept is helpful in guiding”

“I like how errors are shown”

“I like the continuous photo clicking process”

“I am having trouble clicking some pictures as the car is parked against something”

“I don’t know how to open the bonnet to take engine photos:

“The toolbar is not visible outside because of it’s light colour”

“My car is sometimes parked away from my home”

User Feedback

Final Designs

Some more design experiments with the Camera flow

Experiment 1: Help users take angled photos to avoid cropped photos in constrained spaces

Experiment 2: Add explaining pop-ups in the flow

Experiment 3: Explain errors better

Self Inspection

UX DESIGN | RESEARCH | PROTOTYPING 

About OLX Autos

OLX Autos is an online Car trading platform. User can sell their Car, buy one from the car listings from the platform or get their purchase financed by OLX. Selling, Buying and Finance are the three verticals OLX Autos deals with. They have Android, iOS as well as Web platforms.

The seller flow before Self Inspection:

High operational cost to send inspectors on site

Scheduling an inspection increases time to sell

Sellers want inspections to be done at home

Need an expert who can go through the inspection checklist

Dependency on availability of an inspector

Pandemic and lockdown induced operational difficulties

Seller’s North Star Journey

Buyer’s North Star Journey

If we can at minimum create an AI-assisted self-inspection capability, that is easy and quick for a consumer seller to complete from their home and is at a quality level that helps us assess the right purchase price at accuracy levels comparable to physical/home inspection we can gain a distinct advantage and accelerate our growth.

How can we provide a delightful experience and reduce operational cost?

SOLUTION OVERVIEW

Self Inspection: Revolutionizing The Car Selling Experience

UX DESIGN | RESEARCH | PROTOTYPING 

Team

2 Designers

Collaboration with the product analytics, tech, business, marketing, operations etc.

My Role

I played a significant role in shaping the concept, crafting the visual design, and enhancing the Camera experience. I conducted meticulous User Acceptance Tests (UATs) to ensure flawless delivery. Additionally, I crafted various A/B tests during the later phases.

Skills and Tools

UX Design, UI Design, Illustration, Prototyping

Figma, Miro, Sketch, Protopie, Invision

SUCESS METRICS AND USER PERSONA

How to we measure Self Inspection’ success?

Do we see increase in Car leads on the platform?

Do we see increase in procurement of cars?

Do we see reduced operational costs?

User Personas

The potential need for selling:

  1. Upgrade Car as a family for comfort.

  2. Overall high maintenance of older vehicle.

  3. Car adding to financial burden.

  4. Car does not match social status.

Selling Behaviour: Convenience Seeker

  1. Not very comfortable with multiple rounds of negotiations and meeting unknown buyers.

  2. Wants to get as good deal with minimum hassle.

  3. Open to paying extra for premium services.

Primary Persona: Busy bee Albert

The potential need for selling:

  1. Upgrading due to need and wants:

  • Automatic car/ feature preferences

  • Old car giving trouble

  • Change in lifestyle

  1. Need urgent money

Selling Behaviour: Value Seeker

  1. Will explore all options(Car dealerships, other online platforms etc.)

  2. Seeks best price over convenience

Primary Persona: Value Seeker

Secondary Research

A preliminary trial was undertaken involving actual users utilising the current functionalities to collect valuable insights and feedback for future enhancements. Additionally, a competitive benchmark analysis was carried out to evaluate the inspection tools currently accessible in the market.

Step 1 Testing with existing capability

User Feedback

“I cannot send a video as it is large in size. Also, while taking the video and handling the car, its chaotic.”

“I want to do this in my free time with breaks in between”

“I am not comfortable getting on a video call”

“Is a video necessary? Won’t pictures be enough?”

“I want to do this in my free time. Not on a schedule.”

The field-based pilot sought to evaluate an initial self-inspection concept without developing a complete solution. Capitalising on users' familiarity with technologies such as WhatsApp video calling and phone cameras, the pilot investigated basic self-inspections at a surface level.

Step 1 Benchmarking

Competition benchmarking revealed that SaaS organisations, insurance companies, OEMs, and other competitors were also exploring similar inspection tools and technologies. This analysis provided valuable insights into the competitive landscape and ongoing industry developments.

RESEARCH

CONCEPT 1

To ignite creativity and enhance comprehension of the user experience, storyboarding was harnessed, incorporating pertinent scenarios. This method proved instrumental in crafting inclusive designs that engaged all stakeholders.


Two pivotal scenarios were chosen: one depicting the user in close proximity to the car, and the other portraying the user at a physical distance from the car. This approach facilitated a thorough exploration of user interactions and requirements in diverse contexts.

Low-fidelity concept ideation

A gamified conversational interface

Story Boarding

CONCEPT 2

Conversational Self Inspection with OLX as a Buyer or Inspection Engineer

CONCEPT 3

Camera as the assistant

CONCEPT 4

Wizard Approach

FINAL USER FLOW DIRECTION

How can we make the user flow seam effortless while meeting business goals?

A user friendly tap-tap process would enable users to effortlessly provide us with a comprehensive range of car-related information in a simple and efficient manner.

A streamlined image capturing experience complemented with clear guidance on capturing the required images.

To finalise a concept and get more ideas and critics, I conducted a Workshop with my design team at OLX

Workshop Framework: Dreamer, Optimist and Critic

WORKSHOP INSIGHTS (20 Participants from the Design team participated)

DREAMER


Generates a lot of ideas around the concept


Is free to imagine and suggest anything


Doesn't think about Constraints

OPTIMIST

Talks about what all things he/she likes about the concept

CRITIC

Gives Feedback around the concept


Finds Weak points


Wants to prevent failures

I surfaced the concept for the team and asked each team member to get into the shoes of a :

RESEARCH

A comprehensive exercise led by the operations team and other stakeholders was conducted to identify the crucial data points (questions) for the self-inspection process. The selection of these data points was driven by the goal of fostering trust among buyers while ensuring convenient data capture for sellers. Considerations such as car insurance etc. were taken into account to enhance buyer confidence, while the focus remained on providing sellers with a user-friendly and efficient experience.

BUILDING SELF INSPECTION: A DETAILED VIEW

Basic flow structure

Final detailed workflow

Which details about the vehicle are required for the Self Inspection?

Car Basic Details

Car Brand

Car Variant

Fuel Type

Registration year

Insurance type

Transmission type

Car Condition Details

Car Photos

Oil leakages

Clutch condition

AC Condition

Smoke Colour

Clutch condition

Additional Accessories

Image of front & back side

Image of left & right side

Image of Car interiors

Image of Odometer

Pop-ups and nudges

1. A generic pop-up that would appear when the user attempted to exit from any screen.

2. An offer pop-up displaying a price range, triggered when the user attempted to exit after providing sufficient details for the pricing model.

3. A pop-up specifically for the camera flow, appearing if the user tried to exit during the photo- taking process.

Start Screen

Design enhancement: Introduction of cards and better copy to make it clear and easy to understand.

Different ways of filling car details

OPTION 1: FILL USING CAR REGISTRATION CERTIFICATE

OPTION 2: FETCHING DETAILS USING CAR NUMBER

OPTION 3: MANUALLY FILLING DETAILS

CAR DETAILS FLOW

Section 1:

Designs and Iterations

Layout Iterations

After iterations, research, and tech team discussions, we decided to limit the final camera experience to landscape mode for the following reasons:


Car proportions: Landscape mode is more efficient in capturing the full length of a car, as it exceeds its height.

Bigger preview: Landscape mode provides a larger preview area, enabling a better view and capturing more details.

Avoiding unnecessary information: Landscape mode prevents capturing extraneous details, focusing solely on the car, unlike portrait mode.

Camera components were tailored for landscape mode, and users received a visual cue to switch to landscape mode for an optimal experience, ensuring consistency.

For an improved user experience, car stencil icons were strategically placed to ensure unobstructed photo capture. After each photo, the selection moved to the next icon.

The camera interface was designed to replicate the familiar and intuitive layout of a conventional camera, ensuring users can easily navigate and interact with the self-inspection tool.

The camera interface was thoughtfully designed to accommodate left-hand operation, with the camera components automatically flipping to ensure seamless usability for left-handed

Usability and Ergonomics

Final designs for testing

Stencil and icon set

CAMERA EXPERIENCE

Section 2:

Final Designs

“I like the stencil concept is helpful in guiding”

“I like how errors are shown”

“I like the continuous photo clicking process”

“I am having trouble clicking some pictures as the car is parked against something”

“I don’t know how to open the bonnet to take engine photos:

“The toolbar is not visible outside because of it’s light colour”

“My car is sometimes parked away from my home”

User Feedback

Some more design experiments with the Camera flow

Experiment 1: Help users take angled photos to avoid cropped photos in constrained spaces

Experiment 2: Add explaining pop-ups in the flow

Experiment 3: Explain errors better

Usability Testing

Increased leads from self-inspection tool improved lead to procurement ratio, but operational limitations hindered proportional procurement growth. Strategic steps were taken to enhance capabilities and expand, allowing human intervention to support the self-inspection process. Positive impact instilled confidence in scalable growth for the business.

Increase in procurement ~ 2X

Impact

There was a huge positive impact after the first launch in terms of numbers and business growth.

Exponential increase in leads ~ 5X

By eliminating the need to send inspection engineers to every home, we were able to reduce costs and instead focused on cross verifying cars of particular interest. This streamlined process improved efficiency and reduced operational expenses.

Thanks for sticking till the end:)

This UX case study has been a rich learning experience, greatly enhancing my skills in UX design while deepening my understanding of the synergy between business needs and user experience requirements. The collaborative nature of the project has been instrumental in bridging these aspects, underscoring the importance of effective teamwork in delivering successful UX solutions.

What Problem are we trying to solve?

PROBLEM STATEMENT

Tedious and long Process: The online car selling process is very tedious and time consuming

High Operational Costs: After the online form -filling an OLX car inspector has to inspect the car physically. Physical car inspections increase the operational cost

Highly Technical Car Details: Some users might find filling car details hard and need assistance.

Demo

Impact

Exponential increase in leads ~ 5X

Impact

There was a huge positive impact after the first launch in terms of numbers and business growth.

By eliminating the need to send inspection engineers to every home, we were able to reduce costs and instead focused on cross verifying cars of particular interest. This streamlined process improved efficiency and reduced operational expenses.

Exponential increase in leads ~ 5X

Increase in procurement ~ 2X

Increased leads from self-inspection tool improved lead to procurement ratio, but operational limitations hindered proportional procurement growth. Strategic steps were taken to enhance capabilities and expand, allowing human intervention to support the self-inspection process. Positive impact instilled confidence in scalable growth for the business.

About OLX Autos

OLX Autos is an online Car trading platform. User can sell their Car, buy one from the car listings from the platform or get their purchase financed by OLX. Selling, Buying and Finance are the three verticals OLX Autos deals with. They have Android, iOS as well as Web platforms.

About OLX Autos

OLX Autos is an online Car trading platform. User can sell their Car, buy one from the car listings from the platform or get their purchase financed by OLX. Selling, Buying and Finance are the three verticals OLX Autos deals with. They have Android, iOS as well as Web platforms.

The seller flow before Self Inspection:

What Problem are we trying to solve?

PROBLEM STATEMENT

Tedious and long Process: The online car selling process is very tedious and time consuming

High Operational Costs: After the online form -filling an OLX car inspector has to inspect the car physically. Physical car inspections increase the operational cost

Highly Technical Car Details: Some users might find filling car details hard and need assistance.

Seller’s North Star Journey

Buyer’s North Star Journey

Self Inspection was built considering both seller and buyer benefits!

Do we see increase in Car leads on the platform?

SUCESS METRICS AND USER PERSONA

How to we measure Self Inspection’ success?

Do we see increase in procurement of cars?

Do we see reduced operational costs?

User Personas

The potential need for selling:

Upgrade Car as a family for comfort.

Overall high maintenance of older vehicle.

Car adding to financial burden.

Car does not match social status.

Selling Behaviour: Convenience Seeker

Not very comfortable with multiple rounds of negotiations and meeting unknown buyers.

Wants to get as good deal with minimum hassle.

Open to paying extra for premium services.

The potential need for selling:

Upgrade Car as a family for comfort.

Overall high maintenance of older vehicle.

Car adding to financial burden.

Car does not match social status.

Selling Behaviour: Convenience Seeker

Not very comfortable with multiple rounds of negotiations and meeting unknown buyers.

Wants to get as good deal with minimum hassle.

Open to paying extra for premium services.

Secondary Research

RESEARCH

A preliminary trial was undertaken involving actual users utilising the current functionalities to collect valuable insights and feedback for future enhancements. Additionally, a competitive benchmark analysis was carried out to evaluate the inspection tools currently accessible in the market.

A streamlined image capturing experience complemented with clear guidance on capturing the required images.

A user friendly tap-tap process would enable users to effortlessly provide us with a comprehensive range of car-related information in a simple and efficient manner.

FINAL USER FLOW DIRECTION

How can we make the user flow seam effortless while meeting business goals?

User Feedback

“I want to do this in my free time with breaks in between”

“I am not comfortable getting on a video call”

“Is a video necessary? Won’t pictures be enough?”

“I want to do this in my free time. Not on a schedule.”

The field-based pilot sought to evaluate an initial self-inspection concept without developing a complete solution. Capitalising on users' familiarity with technologies such as WhatsApp video calling and phone cameras, the pilot investigated basic self-inspections at a surface level.

Step 1 Testing with existing capability

“I cannot send a video as it is large in size. Also, while taking the video and handling the car, its chaotic.”

Competition benchmarking revealed that SaaS organisations, insurance companies, OEMs, and other competitors were also exploring similar inspection tools and technologies. This analysis provided valuable insights into the competitive landscape and ongoing industry developments.

Step 1 Benchmarking

Low-fidelity concept ideation

CONCEPT 1

A gamified conversational interface

CONCEPT 2

Conversational Self Inspection with OLX as a Buyer or Inspection Engineer

CONCEPT 3

Camera as the assistant

CONCEPT 3

Wizard Approach

To finalise a concept and get more ideas and critics, I conducted a Workshop with my design team at OLX

RESEARCH

Workshop Framework: Dreamer, Optimist and Critic

DREAMER

Generates a lot of ideas around the concept


Is free to imagine and suggest anything


Doesn't think about Constraints

OPTIMIST

Talks about what all things he/she likes about the concept

CRITIC

Gives Feedback around the concept


Finds Weak points


Wants to prevent failures

WORKSHOP INSIGHTS (20 Participants from the Design team participated)

I surfaced the concept for the team and asked each team member to get into the shoes of a :

BUILDING SELF INSPECTION

Basic flow structure

A comprehensive exercise led by the operations team and other stakeholders was conducted to identify the crucial data points (questions) for the self-inspection process. The selection of these data points was driven by the goal of fostering trust among buyers while ensuring convenient data capture for sellers. Considerations such as car insurance etc. were taken into account to enhance buyer confidence, while the focus remained on providing sellers with a user-friendly and efficient experience.

Final detailed workflow

What Problem are we trying to solve?

PROBLEM STATEMENT

Tedious and long Process: The online car selling process is very tedious and time consuming

High Operational Costs: After the online form -filling an OLX car inspector has to inspect the car physically. Physical car inspections increase the operational cost

Highly Technical Car Details: Some users might find filling car details hard and need assistance.

FINAL USER FLOW DIRECTION

How can we make the user flow seam effortless while meeting business goals?

A user friendly tap-tap process would enable users to effortlessly provide us with a comprehensive range of car-related information in a simple and efficient manner.

A streamlined image capturing experience complemented with clear guidance on capturing the required images.

SOLUTION

To finalise the concept and gather feedback, a workshop using the Dreamer-Optimistic-Critic framework was conducted. Considering factors like timelines, technical feasibility, business alignment, product vision, and scalability, a decision was made. We opted for a wizard approach for questions and a separate assistive camera experience to capture physical/condition details. This decision resulted from rigorous discussions and stakeholder consensus.

Wizard approach for questions and a separate unique assistive camera experience to capture physical/condition details of the car

Demo

Demo

Final Designs

SOLUTION

To finalise the concept and gather feedback, a workshop using the Dreamer-Optimistic-Critic framework was conducted. Considering factors like timelines, technical feasibility, business alignment, product vision, and scalability, a decision was made. We opted for a wizard approach for questions and a separate assistive camera experience to capture physical/condition details. This decision resulted from rigorous discussions and stakeholder consensus.

Wizard approach for questions and a separate unique assistive camera experience to capture physical/condition details of the car

Designs and Iterations

CAR DETAILS FLOW

Section 1:

Start Screen

Different ways of filling car details

OPTION 1: FILL USING CAR REGISTRATION CERTIFICATE

OPTION 2: FETCHING DETAILS USING CAR NUMBER

OPTION 3: MANUALLY FILLING DETAILS

1. A generic pop-up that would appear when the user attempted to exit from any screen.

2. An offer pop-up displaying a price range, triggered when the user attempted to exit after providing sufficient details for the pricing model.

3. A pop-up specifically for the camera flow, appearing if the user tried to exit during the photo- taking process.

Pop-ups and nudges

How can we provide a delightful experience and reduce operational cost?

If we can at minimum create an AI-assisted self-inspection capability, that is easy and quick for a consumer seller to complete from their home and is at a quality level that helps us assess the right purchase price at accuracy levels comparable to physical/home inspection we can gain a distinct advantage and accelerate our growth.

SOLUTION OVERVIEW

Mrunal Dhaygude

CAMERA EXPERIENCE

Section 2:

Usability and Ergonomics

Camera components were tailored for landscape mode, and users received a visual cue to switch to landscape mode for an optimal experience, ensuring consistency.

For an improved user experience, car stencil icons were strategically placed to ensure unobstructed photo capture. After each photo, the selection moved to the next icon.

The camera interface was designed to replicate the familiar and intuitive layout of a conventional camera, ensuring users can easily navigate and interact with the self-inspection tool.

The camera interface was thoughtfully designed to accommodate left-hand operation, with the camera components automatically flipping to ensure seamless usability for left-handed

Final designs for testing

Stencil and icon set

Usability Testing

User Feedback

“I like the stencil concept is helpful in guiding”

“I am having trouble clicking some pictures as the car is parked against something”

“I like how errors are shown”

“The toolbar is not visible outside because of it’s light colour”

“I like the continuous photo clicking process”

“I don’t know how to open the bonnet to take engine photos:

“My car is sometimes parked away from my home”

Final Designs

Some more design experiments with the Camera flow

Experiment 1: Help users take angled photos to avoid cropped photos in constrained spaces

Experiment 2: Add explaining pop-ups in the flow

Experiment 3: Explain errors better

Impact

There was a huge positive impact after the first launch in terms of numbers and business growth.

By eliminating the need to send inspection engineers to every home, we were able to reduce costs and instead focused on cross verifying cars of particular interest. This streamlined process improved efficiency and reduced operational expenses.

Increased leads from self-inspection tool improved lead to procurement ratio, but operational limitations hindered proportional procurement growth. Strategic steps were taken to enhance capabilities and expand, allowing human intervention to support the self-inspection process. Positive impact instilled confidence in scalable growth for the business.

Exponential increase in leads ~ 5X

Increase in procurement ~ 2X

Thanks for sticking till the end:)

This UX case study has been a rich learning experience, greatly enhancing my skills in UX design while deepening my understanding of the synergy between business needs and user experience requirements. The collaborative nature of the project has been instrumental in bridging these aspects, underscoring the importance of effective teamwork in delivering successful UX solutions.

Story Boarding

To ignite creativity and enhance comprehension of the user experience, storyboarding was harnessed, incorporating pertinent scenarios. This method proved instrumental in crafting inclusive designs that engaged all stakeholders.


Two pivotal scenarios were chosen: one depicting the user in close proximity to the car, and the other portraying the user at a physical distance from the car. This approach facilitated a thorough exploration of user interactions and requirements in diverse contexts.

SUMMARY

What is Self Inspection?

An  AI-assisted Self-inspection capability, that is easy and quick for a consumer seller to use and perform an inspection of their car from their home and is at a quality level that helps the business assess the right purchase price at accuracy levels comparable to physical / home inspection. Our business gained a distinct advantage and accelerated growth through this unique concept and experience. 

Final Designs

I believe in the enchanting power of good design, capable of weaving magic into every experience. Let's work together and make magic!


Feel free to drop an email at mrunal.dhaygude@gmail.com.


MRUNAL DHAYGUDE

I believe in the enchanting power of good design, capable of weaving magic into every experience. Let's work together and make magic!


Feel free to drop an email at mrunal.dhaygude@gmail.com.


Mrunal Dhaygude

Thanks for sticking till the end:)

This UX case study has been a rich learning experience, greatly enhancing my skills in UX design while deepening my understanding of the synergy between business needs and user experience requirements. The collaborative nature of the project has been instrumental in bridging these aspects, underscoring the importance of effective teamwork in delivering successful UX solutions.

Impact

There was a huge positive impact after the first launch in terms of numbers and business growth.

By eliminating the need to send inspection engineers to every home, we were able to reduce costs and instead focused on cross verifying cars of particular interest. This streamlined process improved efficiency and reduced operational expenses.

Increased leads from self-inspection tool improved lead to procurement ratio, but operational limitations hindered proportional procurement growth. Strategic steps were taken to enhance capabilities and expand, allowing human intervention to support the self-inspection process. Positive impact instilled confidence in scalable growth for the business.

Exponential increase in leads ~ 5X

Increase in procurement ~ 2X