Whoosh 

Make your life easy!

PROJECT OVERVIEW

The Whoosh mobile parking application is an app that allows users to pay for a metered parking spot.  We have observed that users of Whoosh are frustrated by the fact that they are unable to see real-time open parking spots in the app or receive an unused refund. Also, the city ordinance of a 2 - hour parking limit causes stress to users. To pay for another 2-hour window, users must go through the entire payment process over again. As a class project, we wanted to solve these issues with redesign the app.

THE CHALLENGE

User Frustration:

 

- Must remember to renew parking spot

- Forced to repeat the entire process to renew

- Cannot see open parking spots, must drive & search

- Cannot receive a refund for time unused

 

Business Frustration:

 

- Frequent calls to customer service

- Student users may choose to pay more for an on-campus permit

 

​- City users are considering paying at the meter itself, no added value

Timeline: 4 Weeks

 
My Roles: UX and interaction design, User research and User testing

 

Tools: sketch, photoshop, invision, whiteboard, notecards, post-its, pen and paper.

 

Research Tools: comparative & competitive analysis, user research, persona creation, task analysis, user journey map, user flow, wire-framing, paper prototype, clickable prototype

THE SOLUTION

To redesign the Whoosh application to enhance the experience to pay for a metered parking spot with ease.

Discovery & Research (Round #1)

EVALUATION ON CURRENT APP

My team and I began the project by We discussing the project requirements, deliverables, and the aspects of the app that needed the most improvement:

 

- Users have to remember to renew their parking spot after 2 hours. To do so, they must repeat the entire process—choosing their vehicle, finding the same meter again, and paying.

 

- Users also aren’t shown where the open spots are and waste time driving around looking.

 

We realized that customers would rather pay for a parking permit and not have to worry about finding a spot.

Interview with people who use the Whoosh app and go through this app with them.

USER INTERVIEW

We interviewed with students at Iowa State University who use or used the Whoosh app to pay for a parking spot.  In other hands, we had an interview with random people in Ames who use or used the app as well. We discussed the aspects of the Whoosh app and their opinion about that.

- They want to know where the open parking spots are ahead of time.

- They don’t want to be frustrated or stressed.

- They want to save time and money.

"I don’t want to forget to renew my spot."

-Sarah a Student at College of Design

Interview with people who use the Whoosh app and go through this app with them.

PERSONAS

The team constructed Lean UX Personas because the personas were able to provide our team with an analysis of the specific characteristics of our users. With this organized data, the team was able to build profiles of the users by putting together a meaningful context.

In our personas, we tried to design some personas that cover people who use the app often and users who are not familiar with the app that much.

Ideation

OUR SOLUTION

The team was able to take all our brainstormed ideas then ask our users for their personal feedback and then finally from the users feedback we were able to update our assumptions of the end goal. We found out that the Reminder Notifications was a viable feature that could be the solution for making the app more usable and user-friendly. 

ROUGH SKETCHES

We sketched my ideas with my Ipad Pro and Apple Pen. We tried to put all of the information that our user needs to see while using the app. We tried to don't change the identity of the Whoosh app and use the icons and styles which were used in the app already.

We added an expiration reminder option to the app that showed up if the customer's answer to the notify pop up is "Notify Me."

FEATURE PRIORITIZATION

Based on the goals and needs of our personas and Whoosh app users that we interviewed with them, we listed out possible features that had been developed during ideation to prioritized those features and create our MVP ( Minimum Viable Product). 

We wrote down possible features and prepared ourselves to create our MVP

Prototyping & Testing

PROTOTYPES (Round #1)

We created several rounds of sketches and paper prototypes, usability testing and iterating after each round, before forming an interactive prototype using Sketch and Invision.

Many iterations of our sketches

USABILITY TESTING & RESULTS (Round #1)

There were two major changes we made to our design.

 

First, we initially added a "Notify me" pop up a page for them to let them have an opportunity to put an expiration reminder for themselves. In addition, we added the expiration reminder part in the last step of the Whoosh app which is payment. During testing our prototype, our question was: Can the user find out how to change the reminder period?

Many iterations of our sketches

RESULTS

The result of usability testing was:

- 6/6 users found the “Reminder Time Before Expiry” button

- Some users didn’t notice button right away

 

Opinion Data:

- Expiration Reminder button does not fit on the Payment page

- No ability to turn notifications on and off

Discovery & Research

(Round #2)

CARD SORTING

In the previous steps and usability testing, we realized that some users didn't notice the"Reminder Time before Expiry" button right away. In our opinion, we assume the reason is that the Expiration Reminder button does not fit on the Payment page.

We used card sorting to find out Where does the “Expiration Reminder” button belong?

We wrote down each category in the Whoosh app, on a card and we asked 11 Participants to sort topics into pre-defined categories. This method gave the participants the ability to create their category.

The result of card sorting was so interesting. According to the result:

11/11 users placed “Set parking expiration reminder”

in Duration category.

Participants were sorting cards efficiently and made the path evident for us.

Prototyping & Testing

(Round #2)

PROTOTYPES (Round #2)

In this Step, same as before we created several rounds of sketches and paper prototypes, usability testing and iterating after each round, before forming an interactive prototype using Sketch and Invision.

"Set Expiration Reminder Button" sketches

"Set Expiration Reminder Button" sketches

We added "Expiration Reminder" button in the "Duration" page. After tapping the b" Set Expiration Reminder" button, users can set time.

USABILITY TESTING & RESULTS (Round #2)

With the information and feedback that we got from card sorting, We then conducted usability tests on the prototype with several users to understand that "Will users notice the Expiration Reminder button on the Duration page?"

RESULTS

The result of usability testing was:

- 6/6 users found the parking reminder button easily

- 6/6 users noticed button right away

 

Conclusion

One of the biggest lessons I learned during this project was, keep going wise and aware and don't rush to get the answer. Sometimes you need to do ideation, make prototypes and test them several times, but you don't reach the best answer that you want from it. I learned to control my prejudices to find the best solution. 

Call© 2018 Niloo Alavi. All rights reserved.

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