TRUCK SERVICE -
BANDHU GURU APP
PROJECT OVERVIEW
Truck Service App is a comprehensive business management solution designed for garages, facilitating seamless communication and collaboration between garage owners, mechanics, and fleet drivers during truck repairs. Mechanics can efficiently complete job cards and earn reward points, increasing productivity and quality service. Additionally, the app serves as a valuable learning tool, providing garage owners and mechanics with access to new techniques and safe practices for truck repairs
PRODUCT GOALS
Increase app adoption among genuine mechanics
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Enable mechanics:
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To manage and track vehicle repair progress and status
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To seek prior approval on estimates of work/repair
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To earn loyalty points that can be redeemed.
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Enable fleet-owners/drivers to track the repair progress and status
DESIGN GOALS
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Position the Bandhu Guru App as the premier platform for mechanics to manage their work effectively.
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Simplify job card creation process to streamline workflow.
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Enhance user onboarding experience in terms of both process and time efficiency.
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Encourage repeat app usage by showcasing tangible benefits over time.
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Create an intuitive and rewarding user experience to maximize adoption rates.
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Overcome barriers such as low literacy, lack of digital platform experience, and motivation to input information
DESIGN PROCESS
EMPATHISE
Understand user needs and feelings through research
DEFINE
Clearly state problem based on insights
IDEATE
Generate creative solutions to the defined problem
DESIGN
Create visual designs and interactive models of solutions
TEST
Collect user feedback to imporve and refine designs
USER INTERVIEWS
We spoke to 13 people, 7 garage owners with staff and 6 independent mechanics. In this section, we'll explore what we learned from these interviews and how it influenced our app design.
Could you describe your approach to managing your work responsibilities and finances?
What does your typical day look like in terms of managing your daily tasks and routines
How comfortable are you with digital tools and apps?
What aspects of reward programs do you find most appealing?
What aspects of reward programs do you find most appealing?
How do you order spare parts?
How do you strategise for growing money?
AFFINITY MAPPING
We grouped data points to get Insights on critical problem areas and expectations. We have identified two core mindsets. We can use these mindsets to create human-centered persona types.
EMOTIONAL (CARE)
Are willing / open to using digital tools if it gives more value to them in-terms of money or gifts or saves time. They values the reward programs and want to maximise their benefits, they are ready to act themselves
Care = I am willing to put in the effort to learn / adapt to new ways for my growth
KNOWLEDGE (KNOW)
Have the ability to use digital tools, they are somewhat educated and can perform typical popular tasks on a mobile like using various apps making / accepting digital payments etc. They can find their way around a new app and use it
Know = I have the ability / skill to adapt to new ways for my growth
01
People who
CARE &
KNOW
03
People who
DON'T CARE
BUT KNOW
02
People who
CARE BUT DON'T KNOW
04
People who
NEITHER CARE
NOR CARE
PERSONA
KIRAN
Large-size garage owner with 9 employees
CARE &
KNOW
NEEDS AND ASPIRATIONS
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To increase the customer satisfaction
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Wants to buy a his own place, has already shortlisted a few
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Needs Training on New Vehicles and electronics for himself and his staff
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Looking for tool that helps in bill creation, accounting and maintaining records for each customer and notify about pending payments
CONCERNS
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Lack of time for using mobile apps during work
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Lack of training for himself and his staff on latest vehicles and technology - Unable to address issues for many of his regular customers
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Customers ask about previous work done and he has to check the previous records.
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Finding and communicating part requirements becomes an issue
ATTITUDE & BEHAVIOUR
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Creates a physical bill copy for all his work.
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Prefers pen & paper as its quick.
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Willing to spend 2-5 mins on device if it helps him in managing his work better.
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Believes in maintaining good work practices and process.
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Wishfully thinks of hiring someone for managing things on Mobile phone.
EXPECTATIONS
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Extremely simple & quick service that can help them add/scan a vehicle, find parts, maintain a record of all jobs done and ultimately help them maximise their earn points.
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Help line to answer all their service related queries with instant answers when in need.
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An app that reads the Vehicle number and gives a full list of parts of that vehicle and it becomes easy for him to order parts.
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Benefits / Loyalty points for adding a vehicle.
OBSERVATIONS
We also started observing some common themes. Mechanics needs, pain-points, behaviour and goals
No Time / motivation for app
Trainings required
Help Line
More reward Programs
Want repeated customers
Customer satisfaction
Need ready spare parts
Lack of dedicated workforce
Using Mobile while working
Business Growth
UX CONCLUSION
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Mechanics want to grow their business but are caught up in their day-to-day work and rarely get time to plan their finances and goals.
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Being tied for time, mobile is seen as a hindrance while working. Mechanics need a very strong motivator to use our app and start filling out job cards.
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For most mechanics 85% - 95% of work comes from repeat customers (small/large Fleet owners)
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Most Mechanics majorly rely on MSRs to do all the loyalty point work for them.
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Most participants mentioned that 90% of the time mechanics ask customers to get spare parts and would suggest genuine Tata spare parts.
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For most mechanics who use smartphones, WhatsApp is the go-to -channel for work-related communication.
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Loyalty program is the main motivator now but professional training is also very important to mechanics as it enables them to stay relevant in business.
IDEATION & DESIGNS
CONCEPT 1
CONCEPT 2
FINAL DESIGNS
MULTI LANGUAGE SUPPORT
In India, there are several regional languages. We added multi language support to accommodate mechanics from all regions of the country
SINGLE SCROLL HOMEPAGE
For easy access to features of the application, we designed a single scroll homepage with all the key navigations in the appropriate sections and a fixed navigation bar.
SHOWCASE SUCCESS STORIES OF MECHANICS USING OUR APP
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Help mechanics see how an app can help them grow their business. They need to feel its simple to use and easily doable
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The app needs to help them be successful and communicate such success stories to allow this group become inspiration for others.
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These stories could be promoted on the app and via offline channels as well and can turn into bigger campaigns
TRAINING LIBRARY VIDEOS
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To make access to training & learning content easy for the mechanics, a flow can be set up to find & share relevant learning content on the app - filtered by the vehicle model, part, or the problems.
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These links would send the user to videos uploaded on the YouTube channel.
CLEAR METRICS FOR MECHANICS TO ACCEPT JOB AND VIEW STATUS OF A JOB CARD
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While creating a Job card drivers and mechanics are paired for repair service availability with the nearby mechanics based on the location and service ratings of the mechanics
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Breaking that further down in to actionable steps with progress tracking, Mechanics can move towards their monthly achievable targets.
INVESTMENT PLAN FOR THE LOYALTY POINTS EARNED
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Loyalty points are a way for the mechanics to feel bonded with the brand. This relationship can be further enhanced if the mechanics fulfil their dreams and desires to lead a better life.
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The mechanics can be given an option to invest some of their points in a short/long-term investment plan that multiplies their savings & helps them achieve their goals like buying their own devices/equipments or being able to fund their children's education.
PROTOTYPE
The project is now live on the India Play Store.
