Parisa Nabiyouni - app tdtg

Project duration

August 2024(2 weeks)

My role

Led the redesign of a live production platform as a UI/UX designer

Problem
Outdated Design and Poor Layout Undermine User Engagement and Clarity

Customers can browse the inventory and book a test drive. However, the outdated design and cluttered layout make the experience less engaging. Misaligned sections and poor visual hierarchy create confusion and overwhelm users. These issues hurt usability and may reflect poorly on the organization.

The Solution
Making Forms Easier to Use with a Simple Vertical Layout

Simplifying Navigation and Scheduling for a Smoother User Experience

Switched to a vertical accordion menu where users can expand each section for more information, improving accessibility and flow
Replaced the dropdown with a full-page calendar view, making it easier to see availability and spot today’s date
Highlighted the selected date with a filled shape to enhance clarity and user confidence

Competitive Analysis
Competitors Use Visual and Interactive Tools to make test drive experiences user-friendly, flexible, and low-pressure.

Analyzed competitor platforms like Benz and Lucid Motors that use simple, vertically aligned test drive forms. This revealed key user-focused strengths such as no-pressure experiences, flexible scheduling, expert guidance, and seamless online booking.

User Interviews
Test drives were booked more often when users didn’t have to speak to a dealer

While initial research confirmed that users preferred dealer-free booking, I conducted interviews with 5 participants who felt stressed during the process, some even abandoned it entirely. I asked focused questions to identify their pain points and used affinity mapping to uncover key patterns behind user drop-off.

Research Questions:

Can you walk me through your experience booking a test drive using the app? What stood out to you, good or bad?
Were there any points in the process where you felt confused or unsure of what to do next?
How would you describe the ease or difficulty of navigating the app and finding the information you needed?
Did you feel the test drive options (time, location, vehicle) were clear and flexible enough to meet your needs?
What features or changes would make the experience faster, easier, or more enjoyable for you?

The Main Insight
The interface is a reflection of the reliability and attention to detail, leading to a significant drop in trust and willingness to complete the booking.

Users find the app frustrating due to its outdated design and confusing booking process. They prioritize speed and clarity, wanting a streamlined, easy-to-follow experience with minimal steps.

Major Insight

Theme 1: Clarity & Simplicity

Users prioritize a booking experience that is fast, clear, and easy to follow. When the process includes too many steps or lacks clear guidance, users become frustrated or confused, often abandoning the booking altogether. They want the app to clearly show them what to do next without extra effort or explanation. A streamlined, step-by-step flow with minimal friction dramatically increases completion rates.

Theme 2: Control & Comfort

One of the strongest user motivators is avoiding the discomfort of dealer interaction. Users are far more likely to engage with a test drive experience when it feels private and on their own terms. They want to book confidently, without being contacted or “sold to.” The ability to explore cars and schedule a test drive independently is not just a convenience it’s a major trust factor.

Theme 3: Trust & Professionalism

A clunky or outdated interface immediately raises red flags. Users equate poor design with low credibility and feel unsure whether they can rely on the app. Clear visual hierarchy, clean layouts, visible customer reviews, and upfront information (like what happens next after booking) help users feel safe and in control. A professional, modern interface with transparent communication builds trust and reduces drop-off.

Persona

Marketing Manager | 32 years old
User Story

Sarah is a busy professional who values efficiency and autonomy. She’s tech-savvy and uses apps for almost everything, from grocery delivery to managing her finances. She's looking to replace her older sedan and is meticulously researching electric SUVs online. She dislikes high-pressure sales environments and prefers to gather information and make decisions at her own pace, without feeling obligated or rushed.

Goals

To test drive multiple car models from different brands without feeling pressured.
To save time in the car buying process.
To avoid lengthy, high-pressure interactions with car salespeople.

Pain Points

Unsure if she's getting the best deal or unbiased information.
Not knowing what to expect during a test drive or what the next steps are.

Needs

Clear instructions on vehicle pick-up/drop-off.
Reliable vehicle delivery to a convenient location (home or office).
A feeling of trust and security in the service.

Testing+Improvment
The key improvements I added to my design

After getting feedback from peers and users, I spent a few days tweaking the design and came up with these key improvements:

Making the Flow Smoother by Moving the Location Question Earlier

I revised the user flow by moving the “Help us locate you” question from step four to step three. In the original design, the “Help us locate you” question appeared too late in the process, which created confusion and even triggered a bug. For example, after users selected a test drive location, they were unexpectedly asked, “Help us locate you” based on their car selection, even if they chose home as their location, which didn’t feel logical.

I placed the location question on step three after the user selects a test drive location. I also added a new option: “I won’t have a vehicle with me,” for users who don’t have access to a car.

Now the flow is more intuitive and personalized:

If a user chooses “Dealership” as their test drive location, they are immediately asked whether they want to be located based on their vehicle or if they’ll arrive without one.
If they choose “Home,” the next step asks for their home address.

The final screens
The final product

Screen size variations

For mobile screens, I’ve redesigned the accordion menu to convert each panel into its own page. On mobile screens, scrolling through an accordion menu can be inefficient. This update enhances usability by providing a more streamlined and user-friendly navigation experience.
View the test drive to go high-fidelity prototype.

Desktop screens
Click here to view the high-fidelity desktop screens of the Test Drive To Go booking flow.

Created with Figma

The Style Guide

Conclusions+Lessons Learned

Wrapping Up & What I Learned

By using a mix of user research methods, we uncovered key pain points in the booking flow and made informed, data-driven design decisions. Seeing these improvements take shape and directly enhance the user experience was incredibly rewarding. Also, I learned Improvements like simplifying language, reordering steps logically, and reducing cognitive load made the process feel faster and easier without requiring a full rebuild.

Our redesign led to a conversion rate increase from 2.81% to 5.75%, significantly streamlining the booking process and making it more intuitive. Beyond the metrics, this project reinforced the value of continuous iteration, aligning design choices with business goals, and effectively managing stakeholder expectations.

Scroll to the top ↑

Page updated

Google Sites

Report abuse