Phase 1: Evaluating Self-Service Functionality
Edit Vehicle Functionality Usability Testing (snapshot of synthesis from Miro)
Phase 2: Foundational Research to Understand New Customer Experiences
research overview (snapshot from final report)
Insights Summary & Service Journey of a New Customer (snapshot from final report)
Example Insights with PII removed (snapshots from final report)
Support Tickets Analysis (snapshot from Miro)
Support Tickets Analysis Summary (snapshot from Report)
Impact on Metrics (snapshot from final report)
Example Opportunities with PII removed (snapshots from final report)
Proposal for follow-up projects (snapshot from final report)
Phase 3: Strengthening Qualitative Findings & Conducting Generative Research
Group Brainstorming (snapshot from Miro Activity)
First Version of Concept Testing (Snapshot from Figma & Miro)
Third Version of Concept Testing (Snapshot from Google Slide Concept Deck)
Snapshot from Competitive Analysis in Miro
Phase 4: Generative & Evaluative Research