Portfolio of Christina Fowler

We Buy Any Car currently have an app that uses 20 minute appointments for a member of the public to sell their car. That appointment includes checking the customer is the genuine owner of the car, has the relevant documents, completing a walk around of the vehicle to capture any damage, producing a valuation and then taking customer payment details.

I was brought in to use my expertise from the GENUS app to work on the walk around and valuation areas of the app. The ambition was to reduce the appointment time from 20 minutes to 10 minutes. I had developed a good grasp on how vehicles are assessed and how best to capture any damage through an app interface which I could then applied to WBAC's experience.

BCA and WBAC are sister companies in the Constellation Automototive Group, they had not previously worked together on a project like this so I was keen to create a positive working relationship, a clear definition of roles and responsibilities, as well as work hard to fit into their ways of working as much as possible. I held fortnightly show and tells throughout the project as well as regular design catch ups with their in-house UX designer to develop a good working relationship.

I started by mapping out the current journey, including the variations for low-value and trade vehicles using a Miro board. I then conducted a number of workshop with the stakeholder to understand the positives, negatives and potential improvements.

I agreed a strict scope of work, defined the deliverables and created a roadmap for my part of the work. I also commisioned a research to collect feedback on the existing experience and how users felt it could be improved.

From the feedback gathered from the stakeholders and users I began to create low fidelity wireframes to help me define what needed to displayed at each step. Once these were approved I moved on to more detailed wireframes and a clickable protoype which we could take out to users to gather more feedback. These protoypes highlighted the need to include the valuation of each item of damage which increased the scope of my work.

After positive user feedback, I moved on to the UI design using the WBAC design system. I was able to feed into the design system by highlighting areas that needed to be addressed such as prominence of calls to action and the over use of shadows.

The final step for me was to integrate my design work with the work of the WBAC designer who had completed the start and end of the appointment journey which my work would be sandwiched between. I created a large Figma prototpe which our researcher then was able to take out to WBAC sites to gather feedback.

The research findings highlighted that the new journey would be a signigicant change to the existing process. Currently WBAC buyers have many loopholes that they can exploit which we worked hard to close, they are also used to having one price that they can flex, rather than individually priced damage items. We decided to work with the training team, rather than change the user journey, as this is a business change that is desired for many reasons. Development of this project is due to begin in Autumn 2022.