AiM Self-Schedule
AiM Self-Schedule is a responsive website for customers to schedule vehicle inspection appointments with AiM.
@ Alliance Inspection Management | 2017-2019
OVERVIEW
AiM is a new car and pre-owned vehicle inspection company with 1200+ inspectors nationwide. We partner with many manufacturers to offer their customers pre-inspections for off-lease vehicles. AiM Self-Schedule is a responsive website for these customers who want to schedule a vehicle inspection with AiM and prefer to schedule an appointment online by themselves.
USER GROUP
Customers who have off-lease vehicles.
CURRENT USERFLOW
Every day, our partnered manufacturer's financial company sends AiM an XML file of off-lease vehicles ready for car inspections. It will directly go into our car inspection management system - AiM Assignment Manager (AM) and show pending requests. Our call center team will pick these requests up and call these customers to schedule an appointment for them.
DESIGN IDEAS
The current workflow is slow and inefficient. It makes the internal call center team have to do extra work to communicate back and forth. It also gives customers less flexibility to match their schedule and less visibility to see the availabilities.
To solve these problems and make both sides' life easier, we decided to:
- Create an online platform that customers can easily schedule and manage their appointments.
- Design a responsive website that will look good on all devices.
- Make the whole scheduling process more transparent and efficient.
- Give users more control to pick their desired appointment date and time.
DESIGN PROCESS
Research
To get business requirements and know our clients' expectations, we had a couple of meetings with stakeholders and clients to understand every part of their current workflow, different use cases, and pain points. I also spent some time doing research online to see what makes an easy and efficient scheduling process.
Ideation
After gathering enough information from stakeholders' research and business requirements, I sketched some ideas, drew user flows, and then used them as references for my discussion with the team.
Prototype
After several sketches and discussions with the team, I created hi-fi prototypes to present our ideas to stakeholders and clients.
Development
For this project, we want to get it done as soon as possible. Developers implement my design instantly after getting approval from stakeholders and clients.
Evaluation
The weekly meeting with stakeholders and clients is an excellent opportunity to know how everything goes. After every session, the team will come out with a to-do list based on feedback, and I will modify my mockups upon request.
SAMPLE MOCKUPS
Home page
Scheduling process - Inspection location
Scheduling process - Appointment schedule