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Kuaay

Mobile app revamp creating a secure and seamless process for consumers buying or selling cars.

A Vehicle Transaction App - Simplified

My Role

Project Manager

Lead UX Researcher / Designer

Team

Hadassah

Bilysse

Duration

Aug. - Sept. 2023

(3 Weeks)

Project Summary

Kuaay is a sale completion tool for buyers and sellers of vehicles. They help buyers and sellers fill out documents, transfer funds, arrange vehicle shipping, and find financing all in one app.

 

My team and I were hired to improve the current design/function of the existing app, and redesign the app to improve the overall process of buying or selling a vehicle.

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I came up with a solution that gave consumers full understanding of what the app was and how it functions, along with decreasing the time it took to buy or sell a vehicle. The results were a success.

Original App

Before

Confusing

Unclear

No Direction

Frustrating

apple-iphone-13-pro-2021-medium.png

Final Prototype

After

Comprehensible

Clear

Self-Guiding Directions

Gratifying

The Problem

Consumers felt lost and were struggling to find their way through the original app. They felt insecure about entering in their information. The biggest frustrations were that the app was too text heavy, the forms were tedious to fill out, and they didn't know that both parties had to be present and share the same phone to complete the transaction.

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Consumers needed an easy and secure vehicle transaction app where they can buy or sell a used vehicle, so that they can confidently complete documentation with the buyer or seller seamlessly.

Business Problem

  • The business was struggling to understand why current Kuaay consumers were struggling with the over all flow of the buying/selling process of the original app

User Goals

  • To have an understanding of what the Kuaay app is and how it functions.

  • To know what step they were on in each part of the buying/selling progress.

  • To complete documents in tandem with the buyer or seller without having to be physically present.

Business Goals

  • For consumers to have a seamless experience navigating through the app to purchase, sell, or ship a vehicle.

  • For consumers to be able to clearly understand the next steps needed in completing their process to obtain the vehicle they purchased.

the Solution

Create a vehicle transaction app that enables secure identity verification, while offering step-by-step guidance for buyers and sellers to complete transactions and documentation seamlessly. Even without being physically present.

 

In order to achieve this, I needed to know what users were saying, thinking, and feeling as they went through the original app, so I conducted user tests and here's what I found :

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  • 7 user were not able to complete the task on their own.

  • 5 out of 7 users were able to complete the task only with guidance.

  • The average time to complete the task was a painful 12 minutes.

Frustrating Quotes from the actual users

"I’m unsure of what Kuaay is used for."

"I need a way to know where I am in the process."

"I'm worried about my identity and privacy."

"I want the ability to complete documentation without having to be physically present with the seller."

"I prefer it when information is visually represented rather than purely shown with text."

"I want to understand the steps needed to complete the intended task."

User-Centered Design

We addressed the pain points consumers were facing by designing to their needs.

Pain Point

  • "I’m unsure of what Kuaay is used for."

Solution

  • Changed the wording in the branding of the original logo from:
    "Used Car Buying Simplified" to
    "Vehicle Transaction - Simplified
     

  • An intro screen with a brief overview of the Kuaay app, explaining it's purpose and functionality for new users, clearly.

Pain Point

  • "I'm worried about my identity and privacy."

Solution

  • Enabled secure identity verification in order to use the app. User's must upload a photo of their driver's license and take a photo of them selves to match their identity.

Pain Point

  • "I want to understand the steps needed to complete the intended task."
     

  • "I need a way to know where I am in the process."

Solution

  • A fool proof flow that takes you through the step-by-step process.
     

  • A progress bar at the top to signify where you are each step of the process

Pain Point

  • "I prefer it when information is visually represented rather than purely shown with text."
     

  • "I want the ability to complete documentation without having to be physically present with the seller."

Solution

  • Implemented photos for more visuals and optimized heavy text.
     

  • Provided a "Seller Vehicle Code" or scannable QR Code to view details, complete documentation, and make payments without having to be physically present. 

The Results

I conducted 2 separate usability tests of the prototype. The first round result takeaways were that the flow was easy, seamless, and quick. The only small iterations that needed to be made were regarding the user interface designs (making text brighter/bigger, changing the color of certain buttons to maintain consistency, etc).

Prototype Round 1

The second round result takeaways were that the same as the first regarding the flow being easy, seamless, and quick. But this time there were no comments or feedback on the user interface designs.

Prototype Round 2

What I learned from this sprint was that even though companies have branding specifications in color, logos, etc. not everything needs to be used in every portion of the UI design of the app, because it can do more harm than good. Good design shouldn't be noticeable, but rather unnoticeable.

 

People don't want to have to think, they just want to be able to do something without having to use their brain. So, using UX best practices and heuristics, my team and I were able to improve the Kuaay app for our clients, and he results show it all.

 

Not every sprint uses every single design method out there. Some require more, some less. In this case, the app was already fully built out. My team and I just had to get it in front of users to test it, and simply iterate it to meet user's needs, according to the key findings and takaeways. 

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With that said, we are proud to deliver our final product.cIntroducing the app, Kuaay.

 

Vehicle Transactions - Simplified 

Next steps

With the solutions created the next steps to be taken are to:

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  1. Conduct more usability test interviews to see other areas that can enhance the user’s experience.

  2. Consider building a responsive web app to accommodate all screen sizes from any device or screen size.

  3. Implement auto buy/sell price suggesting feature based on other websites like Kelly Blue Book for fair pricing.

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With these next steps in mind, we look forward to improving the app through more user tests and iterations as necessary.

 

With that being said, this was project Kuaay.

 

Thank you!

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