Shop-Ware: Transforming Auto Repair Shops with Design-First Mentality
Overview
Shop-Ware, a series-B company based in the United States with over 120 employees, is a leading provider of auto repair shop management software. Their mission is to transform auto repair shops into more profitable businesses by offering a comprehensive software solution that enhances transparency and improves customer trust. By harnessing the power of modern communication and auto inventory management, Shop-Ware's software solves problems, increases sell-through, and generates more efficiency and profits.
Product Designer
Design Lead, Product Managers and Engineering team
Responsive Web
User Experience Design, User Interface Design, Interaction Design and Design System
Brief, Goal(s), and/or Challenge
As a Senior Product Designer at Shop-Ware for three years, my primary goal was to implement a design-first mentality within the company and improve the overall UI and UX of the existing application. I started by building a comprehensive new UI Library and Design System based on the existing React Native Library (Ant.d). The software solution caters specifically to auto-repair shops, helping them manage staff, customers, and inventories efficiently. The major goal was to increase efficiency, improve communications with customers, and boost profits.
Role
In my role as a Senior Product Designer, I collaborated closely with the design manager, product managers, engineers, and CEO. Initially focused on developing design systems, my responsibilities expanded to fixing and creating features and functionalities. I also mentored fellow designers and conducted workshops on building a scalable design system and design maturity.
Design Process, Methods, Key Activities, and Deliverables
Throughout my tenure, I followed a well-defined design process to ensure effective outcomes:
Review or create design briefs and product requirement documents.
Audit existing interfaces, processes, and flows for redesign projects.
Conduct user interviews and competitive research.
Create flow maps or wireflows to visualize user journeys.
Convert wireflows into high fidelity designs and clickable prototypes.
Conduct usability tests and make edits based on user feedback.
Handoff designs to developers and collaborate closely to address questions.
Deliverables included design briefs, audit documents, competitive research presentations, wireframes, high fidelity designs, prototypes, usability test presentation documents, and Figma file handoffs to developers.
Solution and Rationale
To meet the goals and address the challenges, I designed and implemented several key solutions:
Created a living design system and UI library, resulting in a 30% increase in workflow and development efficiency.
Introduced a capacity feature that enables quick technician assignment to customers, saving valuable time.
Streamlined inventory management, making it easier for shop owners to track stock levels, purchase inventory with a single click, and prevent stockouts.
Achieved a 90% satisfaction rate among vehicle owners by implementing DVX, delivering responsive support, and consistently incorporating user feedback that directly connects with the Auto Repair Shop.
Focused on reducing clicks and optimizing flows to achieve faster goal completion and enhanced user experiences.
Results or Impact and Metrics
My contributions had a significant impact on Shop-Ware's success:
Achieved a 90% satisfaction rate among vehicle owners by implementing responsive support and incorporating user feedback through DVX.
Increased design efficiency and consistency by 30% across all products through the development of a comprehensive design system.
Reduced average appointment lead time from 48 hours to 24 hours, resulting in increased shop throughput and higher revenue.
Implemented a validation system, reducing data input errors by 25% and ensuring data accuracy for service orders and inventory management.
Automated invoice generation and financial reporting, reducing administrative overhead by 20% and saving time and money.
Collaborated with development and sales teams to align product development with market demand, leading to a 15% increase in new customer acquisition.
35%
Improved onboarding process
25%
Increase in user retention
84%
Increase in time spent on website
Conclusion
Skills utilized: design system development, UX/UI design, usability testing, collaboration, market analysis.
By leveraging my expertise and implementing a design-first approach, I helped Shop-Ware transform the auto repair industry, empower shop owners, and drive business growth.
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