FASTLANE
Fastlane is a mobile mechanic experience that connects drivers and car owners with mechanics, providing quick and convenient assistance wherever they are.
Role—Product & Brand Designer Timeline—3 Weeks Project—Zero to 1 Concept
Role—Product & Brand Designer
Timeline—3 Weeks
Project—Zero to 1 Concept
PROBLEM—
HOW IT STARTED....
PROBLEM—
HOW IT STARTED....
"When my car breaks down, it never seems to get easier, especially when I need it fast and I'm stuck in an area I don't know."
Most drivers I know, including myself, have faced issues with finding timely and reliable help when their cars break down. It’s a frustrating experience. After chats with friends and strangers, I found out that we all share similar problems: long wait times, difficulty locating trustworthy mechanics, and unpredictable repair costs. This validation of the problem sparked the idea for Fastlane.
"When my car breaks down, it never seems to get easier, especially when I need it fast and I'm stuck in an area I don't know."
Most drivers I know, including myself, have faced issues with finding timely and reliable help when their cars break down. It’s a frustrating experience. After chats with friends and strangers, I found out that we all share similar problems: long wait times, difficulty locating trustworthy mechanics, and unpredictable repair costs. This validation of the problem sparked the idea for Fastlane.
HMW we quickly connect drivers with reliable and trustworthy roadside assistance and repair services?
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An Intuitive, Seamless Approach to Roadside Assistance.
Find the help you need with ease. Fastlane brings support right to your fingertips—guiding you through every step of the process, all while putting control in your hands.
Get Help, Instantly.
Fastlane puts roadside assistance at your fingertips. From flat tires to dead batteries, our simple interface gets you the help you need—fast. Just tap "Get Help Now."
Essential services are organized for quick access. And with the photo feature, you can snap a picture of the issue to connect with experts even faster.
Emergency Service, Simplified.
Fastlane makes getting help in a car emergency effortless. Simply enter your location, issue, and vehicle details, and we'll take care of the rest. Just tell us what’s wrong, and we’ll connect you with the nearest qualified mechanic. With options to search or request the first available mechanic, Fastlane ensures you’re back on the road in no time.
Help, On the Spot.
Fastlane instantly connects you to trusted mechanics nearby. Filter by rating, price, or distance. See exactly who’s available to get you back on the road—fast.
Simple. Seamless. Exactly when you need it.
Your Request, Tracked.
Fastlane makes it easy to keep track of your service request. From the moment you place it to when it's accepted, you're always in the know. See your scheduled service at a glance and connect with your mechanic—seamlessly.
USER INSIGHTS—
DATA-DRIVEN RESEARCH
INSIGHTS & HYPOTHESIS....
USER INSIGHTS—
DATA-DRIVEN RESEARCH
INSIGHTS & HYPOTHESIS....
Meet Mark, a 35-year-old professional commuter from San Francisco who relies heavily on his car. He values quick, reliable solutions for car issues that won't disrupt his busy schedule. Frustrated with traditional roadside assistance's slow responses and unclear communication, Mark prefers small businesses with transparent pricing and clear updates. He's cautious about hiring mechanics online and prefers user-friendly services with ratings and real-time updates. Always on-the-go, Mark needs services that respect his time and deliver trustworthy solutions without surprises.
"I need a car repair service that respects my time and provides reliable solutions without breaking the bank. Trust and transparency are key for me when it comes to choosing a mechanic."
APPROACH—
NAVIGATING THE
DESIGN JOURNEY....
APPROACH—
NAVIGATING THE
DESIGN JOURNEY....
The design of Fastlane was driven by a thorough understanding of user needs identified through competitor analysis, user interviews, and problem prioritization. Complex user flows were created to simplify primary journeys, supported by low-fidelity diagrams for rapid exploration of solutions. Continuous user testing validated assumptions and refined the design iteratively, ensuring alignment with user expectations. This approach culminated in Fastlane—a user-centric solution that effectively addresses the challenges of accessing automotive assistance intuitively and efficiently.
Auto repair competitors differ in using freelance or direct-hire mechanics, but all provide upfront pricing, multiple payment methods, and warranties. Key challenges include limited service areas, communication issues, and unreliable diagnostics. Opportunities for growth include using a single app for communication, expanding locations, improving mechanic training, adding digital wallet payments, and ensuring accurate diagnostics.
Competitive benchmarking varies as mobile repair outside of traditional roadside assistance is fairly new.
AutoMonkey
Wrench
YourMechanic
AutoNation
Interviewees noted issues with long wait times and poor weekend communication but appreciated the accessibility of services. They favored real-time GPS tracking, valued certifications and reviews for trust, and suggested a mechanic rating system. Clear, upfront pricing was emphasized to avoid surprises.
To gather insights about experiences with car troubles, roadside assistance, and thoughts on a mobile mechanic app, I conducted interviews with five different people.
Some insights & hypothesis that shaped the design direction
Some insights & hypothesis that shaped the design direction
EASE OF USE:
Most car maintenance issues arise suddenly, necessitating a simple and accessible product design for quick and easy use.
RETENTION AND ENGAGEMENT:
Incorporate communication channels, diverse payment options, rural access, and a rating system to build trust and improve user retention.
EXPANDING SERVICE AREAS:
Prioritize efficient and transparent services to meet users wherever they are, addressing the limited reach of competitors and expanding service coverage.
A TRUSTWORTHY BRAND:
Establish a strong brand identity centered on reliability, convenience, and trustworthiness to create a positive and lasting impression on users, guiding the overall design direction.
DESIGN OUTCOME—
EVALUATING THE DESIGN....
DESIGN OUTCOME—
EVALUATING THE DESIGN....
METRIC BASED OUTCOMES:
—Average completion time ranged from 1.5 to 5 minutes.
—Ratings averaged 4.5 out of 5, indicating a positive experience.
NON-METRIC BASED OUTCOMES:
—All usability testing indicates that Fastlane provided the tools necessary to accomplish user goals.
Adding features such as more media uploads and a "Quick Fix" CTA was suggested. Positive feedback on communication channels, mechanic profiles, and the rating system indicates that these elements enhance trust and user engagement.
DESIGN SOLUTION—
DESIGN DELIVERY EXPERIENCE....
DESIGN SOLUTION—
DESIGN DELIVERY EXPERIENCE....
LEARNINGS—
THE TAKEAWAY....
LEARNINGS—
THE TAKEAWAY....
The project naturally started off as a research heavy project into mobile auto service. I initially spent 80% of my time conducting research that was eventually found relevant towards MVP requirements after further validation and testing with users.
It was through contextual insights and user interviews that proved to be equally, if not more valuable, in identifying opportunities and ideas that guided the designs into a final prototype.
Given the nature of Fastlane's application, it's evident that mobile design is paramount. So naturally I've made sure to fine-tune the product for all device platforms and people. This way, users can enjoy fast, reliable service, whenever—wherever, at the touch of a button.
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OBJECTIVE—
THE RIGHT GOALS....
OBJECTIVE—
THE RIGHT GOALS....
→ Defining an M.V.P. (Minimum Viable Product)
→ Learning about users' perceived value of the product
→ Establishing brand identity
→ Creating a simple and easy-to-use interface
→ Developing a cohesive product strategy