Toolbox Mobile App
This app helps to rent a tool at high low price from the store your surroundings
TIMELINE
Mar - Jun 2021
PLATFORM
Mobile App
MY ROLE
UX/UI Designer
Project Overview
Storyboard helped me to get a good understanding of the problem from user perspective
About
My Toolbox app is an online rental app for hand and power tools. My Toolbox app makes it easier for DIYers to rent tools from their surroundings at low cost and helps owners to make money by renting out their unused tools. This app supports both user and owner.
Target audience & their Goals
The target users are DIYers, who are on low budget, looking to rent tools at low cost.
Challenges
The tools are not available in the store when the user tries to book in
The user finds it hard to rent the right tool for their DIY work due to lack information provided in store.
Due to lack of product knowledge, store staff takes too much time to assemble a tool before user pick-up.
How did we get the final-solution?
DISCOVERY PHASE
Understanding target audience
Research planning
Before starting a research, my assumptions were, whoever in need of a tool (as it is used only on occasional time) thinks that investing on it is a waste of money. So, I have approached people who were looking to:
Buy a tool
Rent a tool
Borrow a tool
Objectives
Understand current market
Test my assumptions
Understand user pain points & need
Methods used
Desktop Research
Survey
One-on-one Interview
Desktop research
Kennards has a website to rent a tool, but Bunnings doesn’t. I have also found both don’t have an app to rent tools. So, this encouraged me to consider this as a competitive advantage for my project.
Discussion guide
I wrote the discussion guide and kept all the questions open to gain detailed, in-depth individual understanding like why the problem occurs, in which context and motivations behind their behaviour. I included topics to get to the core of what users are trying to do and what their problems were.
Survey
23 survey responses. Surveys helped me to understand how many people are facing the challenge when it comes to getting the tools, and how many of them have a common problem?
One on one interview
4 persons were interviewed. I facilitated 2 of the interviews on Zoom, one on Phone because he was living in Perth and not good with technology(aged mid 50s) and another one on Face to Face. The interview was conducted for approximately 25-30 minutes each.
Key takeaways from surveys & interviews
DEFINE PHASE
What problems could we solve?
Persona
Affinity Map
Journey Map
Key Insights
DIYer's are looking to rent a tool without any availability issue
DIYer's are looking for good technical support from a person who used the tool already, so they are not ending up renting a wrong tool.
As DIYer's are on low budget, they are looking to rent the tool at low price
What did I learn?
After synthesizing and analyzing these data, I found some of my assumptions were wrong and few were right. So, I chose to proceed with Renting category further on the UX process as they seemed to have more issues than other two categories.
Problem statement
“DIY enthusiasts struggle to get hardware tools when needed, at a low price and with reasonable technical support. They expect a better solution, but the current market situation has no options to solve their problem.”
DEVELOP PHASE
How might we solve the problem?
How might we?
MVP Analysis
As it is short time project, MVP matrix help me to analysis some quick wins and focus on to the particular feature. So, I planned to focus on 2 user flows:
1) How the user sends a booking request to a particular tool?
2) How the user picks up/returns the tool using One-Time-Password?
Based on this, I worked on user flow and sketches.
DELIVERY PHASE
What does the solution look like?
User Testing
The application evaluation was conducted with 5 users and following are the observations and feedback.
Pros:
"Users found the app very intuitive and it provided a simple flow that was easy to follow as a renter and an owner of tools."
"Fantastic both user and owner use same app"
"Your rental order page is well organised."
Cons:
"The 'Booking summary' button and 'Booking date' link should stand out."
"Few users took too much time or found it hard to navigate through the app as the naming is not relevant to the action."
Prototype
01
DIYer sends a Booking Request to rent a hardware tool
03
DIYer requires OTP to pick up the tool
02
The owner approves the DIYer’s request
04
Owner verifies DIYer’s OTP to hand over rental tool
CONCLUSION
Final thoughts & takeaways
What I have learned from this project?
Biggest learning from the project was how to target the right user group of people. I realised this after interviewing number of users, discovering their behaviours and pivoting myself according to the user’s thoughts. It was a challenging yet rewarding experience for me since it allowed me to genuinely realize how important right user’s thoughts and needs are, Users always come first in design thinking process.