THE PROBLEM

Interstate Batteries (IBSA) were looking for a way to optimize their stocklift program. The stocklift program was a way that dealers could trade in batteries of competitors for IBSA batteries at stores. The current process required a photo on the phone, paper work for batteries being exchanged, a signature for proof of transaction, and finally faxing the documents to headquarters. The process was inefficient for dealers and especially frustrating as they were paid on commission for these transactions.

THE ASK

Design a mobile solution that streamlined the data capture process for the dealer and transmitted the data to headquarters electronically.

MY ROLE

My responsibility was to spec out the mobile application in terms of how we could solve each pain point of the dealer and deliver a final prototype.

METHODS USED

  • User Interviews
  • Site Visit
  • User Persona
  • Experience Map
  • Brainstorming
  • Sketches
  • Iterative Mockups

DISCOVERY

The process started with research and understanding the scope of the problem. The first step was getting insight from the business on how they perceived the problems faced by dealers, as well as gather further details on how the program worked. This included gathering information on types of batteries, processes, and requirements for a successful stocklift transaction.

This was followed by interviews with dealers and a site visit to observe the process as it currently worked. A key point of emphasis was gauging the dealers comfort with technology, as the mobile app would replace more traditional tools. Fortunately, all dealers had smart phones and were comfortable with apps.

Overall the discovery phase demonstrated the inefficiencies that were present, as well as who I was building the solution for. I used this information to create a user persona for the dealer user group.

STOCKLIFT SUCCESS CRITERIA

The information necessary for a successful stocklift included: stocklift ID, store ID, dealer ID, battery type, battery quantity, signatures, dates, and a photo. Finally, all data had to be delivered to headquarters.

DEFINITION

Based on my research through both interviews and in the field, I was able to create an experience map of the existing stocklift process. This consisted of 5 key stages.

STAGES

1. Evaluate

2. Document

3. Load

4. Approve

5. Deliver

This process highlighted the major pain points of the process and where we needed to focus our attention. Essentially four of the five stages could be made easier through technology. Everything but the battery transfer process.

DESIGN

Based on the persona and experience map, I had a better picture of how to go about creating an effective solution. This started with a brainstorming session to identify how to leverage technology in each phase of the process.

Starting out with pen and paper, I started sketching out initial wireframes for potential solutions, getting user feedback along the way. The primary objective was to streamline the stages of the experience map, as much as possible.

DELIVERY

The design process went through several iterations, from initial sketches and low-fidelity wireframes, as we tweaked the approach based on feedback and needs along the way. The final high-fidelity prototype was delivered for implementation.

It allowed for all data capture through the mobile device, immediate delivery of the data to headquarters, and easy tracking of submitted stocklifts to date.