Test Drive Website Redesign
Tesla has the smartest vehicle in the world, so test driving the vehicle before you decide to buy it is very important for everyone. How can we deliver a good experience for everyone with our amazing vehicle, but also with self-scheduling experience? Here is the way we ensured everyone enjoyed their test drive from the beginning!
My Role:
Research, UX, Visual, Prototyping, User Testing
Duration:
April - July, 2018
Tools:
Sketch, InVision, Zeplin, Adobe Photoshop
Business Goals
Improve Test Drive Scheduling Flow:
The system uses the customer entered zip code to show the three closest stores to where they live. This became a problem when customers were traveling. They needed to back track, then find a zip code near them, and enter it into the form in order to see the three closest stores to their current location.
Clarify Need for U.S. Driver’s License:
When customers want to schedule a test drive, the note below says you must have a valid driver’s license. However, we have had customers from other countries try to schedule because they had a foreign driver’s license. If they don’t have a US Driver’s License, they can’t test drive a car.
Improve Test Drive Confirmation Email:
Today, the confirmation email states the date, time and location of the drive but does not have a calendar invite attached so that the customer can be reminded of their drive.
Add to My Calendar Function:
After the user scheduled a test drive, they want to put it in their calendar to remind them before it comes.
Understanding Our Customers
User interviews can help us understand what the problems are for the current website and show us their needs. After I met with the product manager, I did some user interviews because it is very important to have a deep understanding of my user.
Our Solutions
Long term solution 1 – One-page website flow:
As a user, I want to know how many steps there are for scheduling a test drive, instead of simply clicking “Next.”
Long term solution 2 - Consistency:
As part of Tesla’s website, the test drive flow should be consistent with the self-scheduling flow under Tesla branding. Therefore, I designed this solution to show the user when they need to schedule an appointment, and it will have a consistently flow with the website.
Short term solution - Visual Language:
Visual language can bring a strong branding personality to the user. A good visual language is important for a better user experience.
Sketching
Design Processing
After I found the problems, researched, and confirmed our business goals, I started from the sitemap to wireframes, user testing, hi-fi design, followed by testing for each solution. I collaborated with the product manager to confirm the best solution, and showed the design thinking to the developer to ensure he knew what needed to be built.
— Solution 1
User Flow 1
Wireframe V1.1
Wireframe V 1.2
Wireframe V1.3
Wireframe V1.3 Mobile
— Solution 2
User Flow 2
Wireframe V2.3
— Solution 3
Hi-FI Design V3.2
Customers Feedback
It’s very important to know how long the test drive takes. It also helps to know the vehicle specs, including range, performance, and price range! I love having the info in the same place!”
“I love how I can get through the process in three easy steps! It’s so simple!”
Final Design
I improved some details for the final design after I received feedback from users, the product manager, and other designers from the team. This final design successfully launched on the Tesla website. It can be viewed here.
Website
Mobile Web