Overview
The SCI-Arc Shop App is a dedicated mobile application designed to streamline the process of reserving model-making facilities for students at SCI-Arc. It replaces an inefficient system with a user-friendly interface that allows for easy booking, modification, and cancellation of reservations. The app also includes integrated tutorials and enhanced information architecture to ensure students can efficiently access and use essential fabrication equipment.
In this project, I led the UX/UI design, conducted user research, and iteratively improved the SCI-Arc Shop App, significantly enhancing the reservation process for model-making facilities to boost user satisfaction and efficiency.
3 min
Reduction in Reservation Process Time
>95%
Increase in customer satisfaction scores
55%
Tutorial Section Usage
Problems
Repetitive Data Entry
Each reservation required re-entering personal information such as phone numbers and names, which was tedious and time-consuming.
Complex Access and Navigation
The reservation system was embedded in an obscure section of Microsoft Teams within the Fab Shop's channel, making it difficult for students to locate and access.
Inflexible Cancellation and Modification
Relevant information about the fabrication facilities was dispersed across different channels and documents, lacking a centralized hub, which confused new and continuing students alike.
Information Scattering
Relevant information about the fabrication facilities was dispersed across different channels and documents, lacking a centralized hub, which confused new and continuing students alike.
Goals
The shop manager aims to enhance the user experience in the fabrication process by leveraging digital platforms in order to address the issue of low user satisfaction (15%)
In the meantime, Rodney hopes to include the recorded tutorials on using laser cutting and CNC Milling to the app as well, making it easy for students to access them at any time and improve safety.
Research
How to improve the efficiency of fabrication with information architecture?
used both in-person and texting interviews with a total of nine students, including both new students and continuing students, as well as several thesis students who required intense appointments with facilities in the fabrication shop. Based on the results of the interviews, here are their top concerns:
24 out of 27
Values Efficiency and Simplicity
17 out of 27
Values Clear Information and Availability
14 out of 27
Values Flexibility (such as modify the appointments) and Convenience
Here are some quotes from the interviews:
「I've been using the fabrication facilities for a while now, and honestly, the reservation process could be a lot smoother.」
「When I'm in a hurry to make a reservation, I wish there was a more intuitive way to check equipment availability and operating hours. 」
Userflow
Bring the verification step up before the appointment
Based on the interview, I decided to move the verification process (checking availability and whether or not the required training was completed) ahead of making reservations, so as to avoid wasting limited fabrication resources.
Make everything clear and accessible
Enhancing students' perception of their situation was also paramount. To achieve this, I opted to enhance the information architecture, with the ultimate goal of enhancing efficiency and minimizing the wastage of fabrication resources.Simultaneously, I believe that tutorials should not be merely incorporated directly into the sessions. Instead, they should offer tailored information based on the specific stage of the reservation process.
DESIGN
I produced a lot of wireframes to explore various design directions and interaction possibilities, all in an effort to align with the target user's mental model. During this phase, I arrived at two main design decisions.
Pre-screening before making reservations
The design phase emphasized developing a user-friendly conversational interface for the chatbot, prioritizing natural and engaging interactions. The goal was to make digital conversations feel personal and supportive, enhancing the overall user experience.
Provide different tutorials in different parts of the experience
The design phase emphasized developing a user-friendly conversational interface for the chatbot, prioritizing natural and engaging interactions. The goal was to make digital conversations feel personal and supportive, enhancing the overall user experience.
Iterations
Based on the valuable feedback from six users and the fabrication manager, I started a continuous three-week design iteration process, resulting in three significant improvements:
Time slot reservation page: more useful information displayer
This solution addresses the inconvenience of users needing to return to the home page and restart the process when they want to select another date. It also offers a more transparent view of the availability status for all facilities.
Information architecture of the home (reservation) page
I restructured the information layout within the "upcoming sessions" section and introduced user guidance for specific actions. From a UI perspective, I implemented visual distinctions between "upcoming sessions" and "start reservation" to reduce interface clutter.
Information display of the tutorial page
During user testing, it became evident that users were utilizing the Tutorial page as a checklist for acquainting themselves with the school's facilities. The initial information structure primarily focused on safety training. Consequently, I restructured the entrance to equipment tutorials with a card-based approach, providing clear indications of whether safety training was a prerequisite or not.
Takeaways
Test design matters
Before working on this project, I thought that sometimes I could trust my instincts in areas I was familiar with because they were my understanding of the product after using it for a long time. However, when designing for a product that the designer is unfamiliar with, it is important to evaluate assumptions and test the design to avoid inconsistencies with user needs.
Iteration makes things better
This project granted me a holistic perspective resembling that of a product manager (product owner). It illuminated the notion that design transcends aesthetics; its essence lies in problem-solving. Each design decision is subjected to meticulous scrutiny, and every detail within the design plays a pivotal role in elevating the overall product.
Moreover, design has the remarkable capability to unify fragments of ideas and inspiration into a cohesive whole through prototyping and iterations. This aspect of design is particularly captivating and continues to fuel my fascination with the discipline.