CAT Design Challenge

Role:

Designer (group of 2)

Duration:

September 2022 – November 2022

Tools:

Figma & UserTesting.com

About:

This project was done as a client project for the 2022 CAT student design challenge.

Background

The current path for CAT dealers to initiate & track a new service request was fragmented, coming from several initiation points. This leads to an inefficient & disorganized dealer/customer experience which can extend the length of a service repair engagement.

Communication between all parties is a critical activity to identify opportunities, coordinate details and manage the workflow.

Problem

Insufficient and disorganized communications can create a subpar customer experience, and can extend the length of a service repair engagement.

Solution

We decided to focus on simplifying communication processes within the CAT interact platform.

Our goals were to:
1. Organize information in a way that all dealers and customers can understand
2. Integrate service order creation and email into CAT interact
3. Create and test prototypes around the creation of a service request since that is the first thing dealers do when working with customers.

Outcome

After research, design, and two rounds of user testing, this project resulted in a prototype of our final concept which we presented to the CAT team.

How I Did What I did

Project Design Process

Discover

Understand the problem

Define the idea

REsearch

Dealer interviews

Competitor analysis

Analyze

Project overview

Design

Information architecture

Design low fidelity

Prototype

Test

User test low fidelity

Repeat

Reiterate designs

User test

Reiterate again

Discover & Research

Analyze

Design

Test

Repeat