October 2024
Helping Repairers Save an Estimated 19+ Hours by Optimizing a Key Mobile Workflow
Mobile Usability
Usability Heuristic Evaluation
Data-informed
Business Problem
Repair shop staff spent most of their day away from desks and struggled to manage vehicle appointments on mobile devices. This caused:
Delayed intake/return confirmations, leaving Fixico's customers without timely updates on their vehicle repairs (one of Fixico's value propositions).
Inaccurate repair cycle time data.
Barriers to adoption of the new on-time performance feature.
Solution
A clean, intuitive mobile interface that helped repairers complete key tasks faster, boosting on-time performance and saving an estimated 19+ hours.*
*Based on usage data from NL users over six months (July–December 2023) and UX benchmarks, this represents cumulative time saved across all repairers.
Overview
Fixico is a digital platform that streamlines the car repair process by connecting businesses and drivers with a network of repair shops. It offers an end-to-end, effortless repair experience, smart matchmaking to find the best repair solutions, and real-time insights to support data-driven decision-making.
Problem
The “My Appointments page” was not optimized for mobile, creating inefficiencies for repair shop users and limiting Fixico’s ability to improve engagement.
Solution
A clear, intuitive design that helped repairers move through tasks faster, boosting on-time performance and keeping operations on schedule.
Role
Lead product designer
Tools
Figma, Miro
Timeline
2 sprints
Key UX Highlights
Used real-world observations and data to identify pain points and design mobile-friendly solutions for vehicle intake and return.
Solutions directly supported Fixico’s goals of improving engagement and repair cycle transparency.
Developed a hypothesis and experiment to measure the impact of mobile optimizations on task efficiency and on-time scores.
Process Summary
I tackled this mobile optimization challenge through a data-informed, user-centered process:
User Observation & Data Analysis: Identified the "My Appointments" page as critical for mobile users by analyzing page visits and observing repair shop workflows in their environment.
Structured Usability Evaluation: Led a heuristic evaluation that uncovered 29 specific usability issues across five components, prioritizing them by severity.
Focused Redesign: Streamlined the interface by removing unnecessary information, highlighting time-sensitive actions, and enabling in-page task completion without navigation.
Measurement Planning: Designed an experiment to measure impact on both user behavior and business metrics, though implementation was later deprioritized during a strategic platform architecture initiative.
The result was a simplified, purpose-built mobile experience that empowered repair shop staff to manage vehicle appointments while moving throughout their facilities, directly supporting business goals of improving on-time performance and data accuracy.
