IBM Selected Work
Discount Tire
Overview & Target Audience
Created in depth mobile prototypes of various scenarios that employees will use aiding in-store customers across 1150 stores nation wide.
Designer's Role
Created app and desktop designs while on 4 separate work flows in Discount Tire's Project Vision for 1.5 years.
Wireframing, low and high-fidelity prototyping, conducting usability studies/analysis, accounting for accessibility, iterating on designs, determining information architecture, and responsive design.
Goals
Create a mobile experience for Discount Tire employees to service in store customers and iterate on desktop designs to create a seamless user experience across mobile and desktop devices.
Challenges
Needed a desktop design refresh for in store customer experience
No mobile experience that mirrored the desktop experience
Seven siloed design teams across "Project Vision" and other cross functional teams
Conversion of legacy files into Figma, organization, component alignment across teams
Create new iterations to fit business needs in a rolling basis across devices
Needed to understand target demographics, users, and missing gaps in current digital experience
Process
Process
Increased cross works stream communication and knowledge transfer as we connected screens across all seven workstreams. Able to pinpoint screens that needed to be created, future edits for the backlog, as well as alignment of components and functionality across workstreams.
After prototyping and testing with corporate employees, we then expanded the Mobile User Tests within store employees. This allowed us to gain further insight on how our designs can be implemented in their day to day workflow. The design team was able to take the feedback given and create a more realistic/wholistic user flow that mirrored the needs of the business.
User Testing Results
Based on the success of Phase 1, we expanded on the original prototype to conduct another round of usability tests. Before conducting tests with store employees, we also spent time testing and iterating our prototypes based on feedback from corporate team members.
Brainstormed, iterated, and built 3 new prototypes that incorporated parts of the application that were not tested in Phase 1 to get new feedback.
Advocated strongly for moderated in-person testing with a mobile device to test the app in a more realistic environment with the ability to pick up on body language and ask follow-up questions in real-time.
Conducted 10 moderated usability tests with store employees using a Zebra TC77 mobile device.
Mockups
Impact + Next Steps
Accessibility Considerations
Provided larger text and buttons for users to have ease of readability and ease of access via touch points.
Used icons and global navigation to help make user experience easier to understand.
Provide more contrast so designs are visible in various environmental conditions — physically inside and outside of the store.
Impact:
Created a mobile experience for employees when there was previously no mobile experience for users. This pioneered the way for many other iterations for the future as we expanded the scope outside of desktop. The app makes users feel like they are able to streamline their work and give users a more customized, personal experience in store.
