CAT Design Challenge
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Duration:
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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.
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
![](<iframe title="The Dynamic Duo Presentation" allowfullscreen="true" mozallowfullscreen="true" webkitallowfullscreen="true" style="width: 600px;height: 400px; max-width:100%;" src="//view.officeapps.live.com/op/embed.aspx?src=https://www.sarahrirwin.com/wp-content/uploads/2023/04/The-Dynamic-Duo-Presentation.pptx&embedded=true"></iframe>)