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Putting Auto Repair Pros in the Driver’s Seat: Redesigning My Account for Ultimate Efficiency
Putting Auto Repair Pros in the Driver’s Seat: Redesigning My Account for Ultimate Efficiency
CLIENT
Redacted
PROJECT DURATION
09/24 - 12/24
Overview
MyPROAuto, a leading distributor of automotive parts, wanted to enhance the "My Account" experience for their PROAuto users—customers in the automotive service industry. The goal was to create an intuitive, user-friendly interface that would streamline account management, improve the order workflow, and provide more control over user-specific data. The new "My Account" feature was designed to empower users to manage their profiles, track orders, view invoices, and access personalized services easily, all while ensuring a seamless and efficient user experience.
MyPROAuto, a leading distributor of automotive parts, wanted to enhance the "My Account" experience for their PROAuto users—customers in the automotive service industry.
The goal was to create an intuitive, user-friendly interface that would streamline account management, improve the order workflow, and provide more control over user-specific data.
The new "My Account" feature was designed to empower users to manage their profiles, track orders, view invoices, and access personalized services easily, all while ensuring a seamless and efficient user experience.
MyPROAuto, a leading distributor of automotive parts, wanted to enhance the "My Account" experience for their PROAuto users—customers in the automotive service industry. The goal was to create an intuitive, user-friendly interface that would streamline account management, improve the order workflow, and provide more control over user-specific data. The new "My Account" feature was designed to empower users to manage their profiles, track orders, view invoices, and access personalized services easily, all while ensuring a seamless and efficient user experience.
Project Goals
Improve Account Access: Provide users with quick access to critical account information, such as order history, invoicing, and payment details.
Streamline User Experience: Simplify the user interface to make account management tasks faster and more intuitive.
Enhance Personalization: Offer tailored content and recommendations based on user preferences and past purchases.
Increase Efficiency: Allow users to manage multiple accounts or locations within one seamless interface, saving time and reducing friction.
Provide Robust Reporting: Enable users to easily generate and view reports on their purchase history, payments, and other key metrics.
Increase User Engagement: Improve customer satisfaction and engagement with a more personalized and user-centric design.
Improve Account Access:
Streamline User Experience:
Enhance Personalization:
Increase Efficiency:
Provide Robust Reporting:
Increase User Engagement:
Improve Account Access: Provide users with quick access to critical account information, such as order history, invoicing, and payment details.
Streamline User Experience: Simplify the user interface to make account management tasks faster and more intuitive.
Enhance Personalization: Offer tailored content and recommendations based on user preferences and past purchases.
Increase Efficiency: Allow users to manage multiple accounts or locations within one seamless interface, saving time and reducing friction.
Provide Robust Reporting: Enable users to easily generate and view reports on their purchase history, payments, and other key metrics.
Increase User Engagement: Improve customer satisfaction and engagement with a more personalized and user-centric design.
Improve Account Access: .
Streamline User Experience:
Enhance Personalization:
Increase Efficiency:
Provide Robust Reporting:
Increase User Engagement:
Challenges
Difficulty in accessing past orders, invoices, and payment history, often requiring too many clicks.
Users found the current "My Account" experience cluttered and difficult to navigate.
Lack of personalization, leading to a generic experience that didn’t cater to specific user needs.
Users wanted easier access to multi-location management for businesses with several branches or service shops.
DISCOVERY
Research & DISCO-
VERY
Research & DISCOVERY
The project started with a comprehensive research phase to understand user needs and pain points. This included:
The project started with a comprehensive research phase to understand user needs and pain points. This included:
The project started with a comprehensive research phase to understand user needs and pain points. This included:
User Interviews:
Conducted with stakeholders and myPRO users to identify challenges in the "My Account" section.
Usability Tests:
Observed users navigating "My Account" to uncover pain points and improvement opportunities.
Competitive Analysis:
Examined similar platforms in the automotive and retail industry to gather ideas and best practices for account management.
USER ARCHETYPES
Research & DISCO-
VERY
Research & DISCOVERY
We used user archetypes for the GPC My Account experience to focus on core behaviors and needs rather than personas. This approach allowed us to design flexible, scalable solutions that align with the tasks of roles like Shop Owners, Technicians, and Fleet Managers, ensuring the experience adapts to evolving user needs.
We used user archetypes for the GPC My Account experience to focus on core behaviors and needs rather than personas. This approach allowed us to design flexible, scalable solutions that align with the tasks of roles like Shop Owners, Technicians, and Fleet Managers, ensuring the experience adapts to evolving user needs.
We used user archetypes for the GPC My Account experience to focus on core behaviors and needs rather than personas. This approach allowed us to design flexible, scalable solutions that align with the tasks of roles like Shop Owners, Technicians, and Fleet Managers, ensuring the experience adapts to evolving user needs.
The Shop Owner
Role: Independent Repair Shop Owner, Auto Parts Store Manager
Goals:
Efficiently manage business operations,
Track orders,
Maintain a steady supply of parts.
Pain Points:
Frustration with tracking past orders and returns.
Difficulty managing multiple business accounts and team permissions.
Needs better insights into pricing, discounts, and bulk order benefits.
Behavior & Needs:
Requires a dashboard with clear order history, tracking, and quick reordering.
Prefers seamless account management for multiple team members.
Values personalized pricing and promotions to maximize profitabilit
On-the-Go Technician
Role: Mechanic, Service Technician, Parts Specialist
Goals:
Find and order the correct part as quickly as possible to complete repairs efficiently.
Pain Points:
Wastes time searching for compatible parts across multiple systems.
Struggles with slow website performance or clunky mobile experiences.
Frustration with inaccurate stock availability or delivery delays.
Behavior & Needs:.
Needs a fast, intuitive search experience with detailed part compatibility information.
Relies on real-time stock visibility to determine in-store pickup or delivery options.
Prefers a mobile-friendly experience for quick lookups while working on vehicles.
Fleet Manager
Role: Fleet Operations Manager, Maintenance Supervisor
Goals:
Keep fleet vehicles running efficiently by managing parts inventory, maintenance schedules, and bulk orders.
Pain Points:
Difficulty tracking multiple vehicle maintenance schedules and ensuring timely part replacements.
Needs bulk purchasing options with clear pricing and delivery timelines.
Frustration with manual order tracking and lack of real-time part availability.
How the Portal Helps:
Requires a centralized dashboard to manage fleet vehicle orders, track usage, and reorder essential parts.
Prefers automated alerts for maintenance schedules and recommended part replacements.
Values contract pricing and bulk discounts for cost-effective fleet maintenance.
WORKSHOP
WORK
SHOP
Leading Collaborative Workshops to Align Business Goals with User Needs
Leading Collaborative Workshops to Align Business Goals with User Needs
Workshop FIndings
In these workshops, we defined key elements for the new "My Account," including streamlined order management, intuitive navigation, and user-focused reporting. Collaboration with cross-functional teams ensured the design was user-friendly, feasible, and scalable.
Workshop FIndings
In these workshops, we defined key elements for the new "My Account," including streamlined order management, intuitive navigation, and user-focused reporting. Collaboration with cross-functional teams ensured the design was user-friendly, feasible, and scalable.
Workshop FIndings
In these workshops, we defined key elements for the new "My Account," including streamlined order management, intuitive navigation, and user-focused reporting. Collaboration with cross-functional teams ensured the design was user-friendly, feasible, and scalable.
wireframes
wires
The research phase laid the foundation by uncovering insights into user behaviors which informed key interaction models.
The research phase laid the foundation by uncovering insights into user behaviors which informed key interaction models.
Workshop Output
We translated these findings into low-fidelity wireframes to visualize the user journey, test design concepts, and refine ideas collaboratively, ensuring the interface was intuitive and aligned with user needs before moving to high-fidelity designs.
UI KIT
Driving Consistency and Efficiency
Crafting a Custom Design System for Auto Repair Professionals:
The design system included reusable components tailored to the "My Account" experience, ensuring consistency and efficiency:
Reusable components: buttons, input fields, navigation elements, icons
Organized into clear, well-documented styles for easy maintenance
Streamlined collaboration with stakeholders and developers
Enabled rapid prototyping and iteration in Figma
Provided a foundation for future updates and feature additions
Ensured a cohesive, adaptable user experience across screens
The design system included reusable components tailored to the "My Account" experience, ensuring consistency and efficiency:
Reusable components: buttons, input fields, navigation elements, icons
Organized into clear, well-documented styles for easy maintenance
Streamlined collaboration with stakeholders and developers
Enabled rapid prototyping and iteration in Figma
Provided a foundation for future updates and feature additions
Ensured a cohesive, adaptable user experience across screens
Designed for Sport Mode
Designed for
Sport Mode
Built for Speed and Precision
Built for Speed and Precision
Built for Speed and Precision
Tablets shown at 768 and 1024
Tablets shown at 768 and 1024
Tablets shown at 768 and 1024
MAXIMUM RESPONSE
By utilizing constraints and alignment options, UI elements automatically adjusted to fit different devices, streamlining the design process.
By utilizing constraints and alignment options, UI elements automatically adjusted to fit different devices, streamlining the design process.
DRIVING EFFICIENCY ON DESKTOP
DRIVING EFFICIENCY ON DESKTOP
DRIVING EFFICIENCY
ON DESKTOP
A Dashboard Built for Auto Pros
A Dashboard Built
for Auto Pros
The redesigned desktop experience for MyPROAuto puts auto pros in control.
With intuitive navigation, streamlined tools, and quick access to key account features, the interface is built to keep shops running smoothly and efficiently—no distractions, just results.
The redesigned desktop experience for MyPROAuto puts auto pros in control.
The redesigned desktop experience for MyPROAuto puts auto pros in control.
With intuitive navigation, streamlined tools, and quick access to key account features, the interface is built to keep shops running smoothly and efficiently—no distractions, just results.
ACCOUNT MANAGEMENT IN OVERDRIVE
ACCOUNT MANAGEMENT IN OVERDRIVE
ACCOUNT MANAGEMENT
IN OVERDRIVE
Streamlined Control
Streamlined Control
Streamlined Control
Streamlined Control
Account management has never been smoother. From updating billing info to tracking orders and invoices, the redesigned features put everything auto pros need right at their fingertips.
Account management has never been smoother. From updating billing info to tracking orders and invoices, the redesigned features put everything auto pros need right at their fingertips.
Account management has never been smoother. From updating billing info to tracking orders and invoices, the redesigned features put everything auto pros need right at their fingertips.
OPTIMIZED FOR MID-RANGE MODELS
OPTIMIZED FOR MID-RANGE MODELS
OPTIMIZED FOR
MID-RANGE MODELS
Driven by Design, Crafted for the Road
Driven by Design, Crafted for the Road
Driven by Design, Crafted for the Road
Driven by Design, Crafted for the Road
Designed for pros on the go, this tablet offers account managers quick, seamless access to orders and shipping details. With smooth navigation for managing and updating information, it streamlines workflows to ensure reliable access to service.
Designed for pros on the go, this tablet offers account managers quick, seamless access to orders and shipping details.
Designed for pros on the go, this tablet offers account managers quick, seamless access to orders and shipping details. With smooth navigation for managing and updating information, it streamlines workflows to ensure reliable access to service.
Designed for pros on the go, this tablet offers account managers quick, seamless access to orders and shipping details. With smooth navigation for managing and updating information, it streamlines workflows to ensure reliable access to service.
COMMAND CENTER
COMMAND CENTER
The feature-rich dashboard is built like a high-performance cockpit, giving auto pros full control at a glance.
The feature-rich dashboard is built like a high-performance cockpit, giving auto pros full control at a glance.
WORK IN THE FAST LANE
WORK IN
THE FAST LANE
WORK IN THE FAST LANE
Whether in the shop or on the road, auto techs get seamless access to account tools, order tracking, and invoices—keeping business running smoothly with just a tap.
Whether in the shop or on the road, auto techs get seamless access to account tools, order tracking, and invoices—keeping business running smoothly with just a tap.
IF Y'AINT MOBILE FIRST — YER LAST
IF Y'AINT MOBILE-FIRST
YER LAST
Performance on the Go
Performance on the Go
This mobile-first design is built for high-performance, giving users quick access to critical data and features while on the move.
This mobile-first design is built for high-performance,
giving users quick access to critical data and features while on the move.
This mobile-first design is built for high-performance, giving users quick access to critical data and features while on the move.
This mobile-first design is built for
high-performance, giving users quick access to critical data and features while on the move.
ON TRACK
ON TIME
ON TRACK ON TIME
Track orders on the go with real-time updates. Stay ahead with mobile-friendly tracking that keeps your workflow running like a well-oiled machine.
Track orders on the go with real-time updates. Stay ahead with mobile-friendly tracking that keeps your workflow running like a well-oiled machine.
A SHOP IN YOUR POCKET
A SHOP IN YOUR POCKET
Easily manage users, track orders, and oversee inventory—right from your mobile. Stay on top of your business anytime, anywhere.
Easily manage users, track orders, and oversee inventory—right from your mobile. Stay on top of your business anytime, anywhere.
Summary
SUMMARY
Following the launch of the new "My Account" experience, MPA saw significant improvements in user satisfaction and engagement
Following the launch of the new "My Account" experience, MPA saw significant improvements in user satisfaction and engagement
The redesign of the "My Account" experience for PROLink users was a success, meeting both user needs and business objectives. By spearheading the design, facilitating collaborative workshops, and using research to drive the development of the MVP, I was able to prioritize the most impactful features and deliver a highly effective solution.
The redesign of the "My Account" experience for PROLink users was a success, meeting both user needs and business objectives.
By spearheading the design, facilitating collaborative workshops, and using research to drive the development of the MVP, I was able to prioritize the most impactful features and deliver a highly effective solution.
The redesign of the "My Account" experience for PROLink users was a success, meeting both user needs and business objectives. By spearheading the design, facilitating collaborative workshops, and using research to drive the development of the MVP, I was able to prioritize the most impactful features and deliver a highly effective solution.
METRICS
Reduction in Support Requests: A 25% decrease in customer support inquiries related to account management, as users found the new interface easier to navigate and manage.
Increased User Engagement: A 30% increase in the number of users interacting with their "My Account" page, with higher time spent per session due to more engaging and personalized content.
Improved Order Efficiency: Users reported a 40% faster order placement process thanks to the "Quick Reorder" functionality and improved order tracking tools.
Higher Retention Rates: With personalized features, users were more likely to return to the platform for future purchases, resulting in a noticeable uptick in retention rates for the platform.
Reduction in Support Requests: A 25% decrease in customer support inquiries related to account management, as users found the new interface easier to navigate and manage.
Increased User Engagement: A 30% increase in the number of users interacting with their "My Account" page, with higher time spent per session due to more engaging and personalized content.
Improved Order Efficiency: Users reported a 40% faster order placement process thanks to the "Quick Reorder" functionality and improved order tracking tools.
Higher Retention Rates: With personalized features, users were more likely to return to the platform for future purchases, resulting in a noticeable uptick in retention rates for the platform.