The Problem
Since the project was not public information, the team did our user research informally, asking friends and family what they would like to see in a booking system for car servicing.
We found that most of them had a preferred workshop they would book. Others mentioned that, due to busy schedules, they would prefer to choose a convenient date and time, indicating a split in preferences among users.
So how might we design a booking flow that allowed users to easily book their appointments, whether they wanted to book the most convenient time slots or their preferred workshops?
Challenges
Split preferences among users
With some users preferring specific workshops and others wanting to choose the most convenient date and time, we could not simply design the booking flow like (for example) the COVID-19 vaccine booking system, which prioritised the earliest available slots.
Designing for a large and diverse user base
Since vehicle owners were a large and diverse group, including those who might not read English well, accessibility was a big concern for the design.
Solutions
Solution 1: Crafting a branching user flow
I led the team in creating a user flow that could cater to the different preferences of the users.
We designed the user flow to give users the choice upfront. Users who had their preferred workshops would start by locating the workshops, while those who prioritised the appointment date would first pick their desired dates.
Date and time selection for users who selected a workshop first.
Workshop selection for those who selected a date first.
A user who picked a workshop would then select from the available dates and time slots at their workshop. Meanwhile, a user who picked a date would proceed to choose from the available workshops and time slots on that date.
Solution 2: Designing for accessibility
To assist users who might not read English well, in adherence with Government Digital Service Standards, I ensured key sections of the booking portal would feature text in all four of Singapore’s official languages.
A helpline number was also displayed for users who needed further assistance in completing their booking.
Outcome
Since we still could not involve members of public, I led usability testing on an interactive prototype with 20 car-owning LTA staff who were not involved with the ERP 2.0 project.
Usability testing and refinement
I guided the members of my team in crafting scenarios and questions for the users, as well as in conducting the sessions.
Next, based on insights from the sessions, I led the team in prioritising potential improvements that we could make to our design, comparing their impact on the user experience versus the effort required to implement them.
We identified several that we would work on, including:
Using more reassuring language when users are not yet eligible for the free installation to alleviate frustration, since not all vehicle owners are eligible for it at the same time.
Making the booking experience smoother by allowing users to easily browse available time slots up to 2 days before and after their selected date.
Final design and handoff
The team completed and handed off our final design of the booking portal on schedule. Having been consulted regularly during the design process, the stakeholders in LTA were happy with the outcome and with the robustness of the process.
Live version
However, due to the ongoing pandemic, the installation exercise and the launch of booking portal was delayed for a few years. Moreover, due to workflow issues on the part of the workshops, the booking flow was completely changed for the launch.
An ambitious, unified booking system for all participating workshops had been LTA’s original vision, and its design had been a key part of our mission.
The live version features a much simpler workshop finder, which provides users with workshops' contact details. Users would then have to get in touch with the workshops to arrange their appointments themselves.
Reflections
I felt that the project went well: I built strong stakeholder relationships and gained valuable experience designing for the general public.
While the simplification of the booking system in the live version is disappointing, the experience reaffirmed my belief that good design work is about doing the best I can to bridge users with organisations' goals in the face of constraints that might affect the final outcome.
