Background
As Model 3 production has ramped up, the delivery process has become a challenge to get cars to customers because we don’t have enough employees to walkthrough customers in person when customers pick up the cars.
Challenge
Onboarding customers to familiarize with their brand new car could take 40 mins to an hour. As a result, it is slowing down the business and causing frustration to customers because of the wait.
Win-Win Solution
Delivery Hub Kiosk is an alternative experience to walking through in person. Upon finishing the paperwork, customers will be pointed to Kiosk to learn about their new car.
It is a win-win situation for both customers and Tesla as the whole on-boarding experience takes lesser time. Lesser time delivering cars to customers mean more cars Tesla can deliver in a day.
Whiteboard kickoff and Brainstom
Our team used whiteboard to quickly brainstorm and determine the key interactions of the Kiosk and how the default screen would look like. We came up with a few rough ideas which helped us identify the key features for Kiosk.
Wireframe
A wireframe is the base of a functional product. We decided to combine no. 1 and no.5 for these reasons:
Simple and easy navigation to ensure clear navigation
Selection of multiple video clips so that users have control over what to view next
Displaying only necessary content and visuals so that users are informed, not overwhelmed. (Fun fact: Approximately 65% of the population are visual learners)
Carefully curated the videos from most to least important
Key Feature includes …
🌎 Language selection for global customers
👁️ Browse experience to allow customers to choose what to view as desired
📹 Watching a video is one click away as it presents on a default screen
🤺 Interactive Tutorials: When users choose an interactive tutorial, the full-screen mode will become active to focus on the tutorial alone. It simulates real-time experience as they would be using the actual car UI screen. (This featured got axed: I will explain later)
Interaction Screens Prepared for Development (Sketch File)
Turnaround
Due to the shortage of developers at the time of development, we axed the interaction part to get this to end-users sooner. While working on this product, the production team was still working on the videos. So, as for the unfinished video guides, we had our employees walk through them in person.
What I learned from this project
Although I spent a lot of effort and energy getting screenshots and mocks for interaction, it got cut at the last minute. It could be disappointing, but I learned to let go of the outcome because producing a usable product in times of need is more important than waiting on an expensive product that delivers late.
Success Story
A week later, this idea of onboarding new car owners beforehand is implemented in the Tesla mobile app as “Learn Model 3” feature.
© 2022 Jue Htin