Hauling Services Responsive Web Design
Hauling Services with Customer Care at Heart
Background:
Client: GSI Services
Services: Research & Design
Role: Product Research & Product Design
Empowering customers with transparency and intuitive tools
Hauling customers have a lot on their hands, trying to coordinate logistics while trying to keep an eye out for hidden costs and trying to manage problematic service.
Building client trust through empathetic design
Primary goals of this project were to achieve a balance between cost-effectiveness and efficiency as well as develop trust with customers though a transparent easy to use web solution.
Project Approach
Competitor Analysis
Interviews
Research
Affinity Mapping
User Personas
Data Synthesis
Site Map / Task Flows
Logo Design
Lo & Hi-Fi Wireframes
UI Library
Site Architecture & UI Design
Evaluate users ability to complete tasks & identify changes to improve performance
Prototyping & Testing
Research:
Connecting with the owner, we delved into the company vision as well as challenges. Subsequently, carrying out conversations with customers and exploring the industry landscape, gaining an understanding of the business's challenges, opportunities and it’s place within the market.
Competitive Analysis:
Our deep dive into the industry unveiled a bit of a fragmented industry, where the size of companies and their geographic service area impacted the use of (or lack thereof) online tools, creating opportunities for other companies to distinguish themselves.
Interviews:
To understand the business model from both perspectives, we conducted interviews with the owner and customers. The business emphasized professionalism and customer empathy, while clients expressed the need for transparency, clear instructions, and effective communication. These valuable insights will be greatly influential in guiding the development of our balanced and customer-centric approach.
Data Synthesis:
Evaluating the insights during the discovery stage revealed fascinating patterns of common experiences, concerns, and considerable opportunities for enhancement in both the hauling industry operations and the needs of the hauling service customers.
Affinity Mapping:
Affinity mapping revealed customers prioritize clear pricing and information delivery, location proximity, and professionalism in choosing hauling services.
User Personas:
Two user personas were created to allow us to tailor the platform to suit the unique requirements of both residential and commercial users. For occasional users like homeowners, simplicity is key, while business users value advanced features.
Information Architecture & UI Design:
To prioritize communication and coordination for hauling services, our IA focus was on integrating tools and features that streamline the process with an intuitive site map, and task flows to ensure the platform meets business and user needs. The UI design was a collaborative effort with the company owner and stakeholder, to capture the company's spirit in visual form.
Site Map:
Focusing on prioritizing communication, coordination, and tool integration to streamline the business processes and customer interactions.
Logo Design:
Styling that incorporates bold colors expressing professionalism, strength, and industry association.
Lo & Hi-Fi Wireframes:
A complete visual was created for the stakeholder and users, to allow for an iterative process to elevate and include items such as equipment selection, scheduling, and estimates.
