Arnold Clark App

Research

I started by researching competitors, how they display data, tone of voice and what problems they were potentially solving. This then stretched into different sectors such as finance and health to look at how these apps were conveying more challenging data and messaging.

The team later facilitated focus groups with existing customers to find out their thoughts, issues and potential anxieties related to driving and owning a car. Several issues came up but particularly related to types of finance deals such as Personal Contract Purchase and how to manage them once purchased.

Sketches

Once a simple user flow was created, I started sketching out how the pages may look before moving to wireframing. This quickly allowed ideas to flow and decide whether or not they were worth developing further.

Wireframes

Wireframing went through several iterations. Early ideas were developed and prototyped using Invision and ProtoPie. Using these tools we could get them in front of customers sooner and start testing how we envisaged the app could work. The images below show how the ideas and designs progressed over time.

Each time the wireframes were produced, we would replace these in the original user flow. This allowed stakeholders to get a better visualisation of the app.

Below is how we used the wireframes and Overflow to develop the process for login and resetting login credentials.

Final screens

We used Chassis to bring in the brand elements as well as imagery to give the app personality for each customer. Before these screens were finalised we did multiple rounds of testing with ProtoPie and recorded each session. This allowed us to validate our tone of voice, was our messaging clear and was the user able to carry out certain tasks such as booking a service or finding out Mot details.

As with any user testing, you will always find areas to improve. These were recorded into our backlog of work and prioritised to continue to give the customer the best experience.