Auto Body Shop Estimating
Role: UX Designer & Researcher
Client: Mitchell International
Contextual Inquiry
To understand the daily operations of auto body shops, I visited several locations and observed estimators as they completed the estimating process. After visiting the shops, I synthesized my observations into a behavior map that captured where estimators worked and the tools, touch points, and artifacts involved.
While at Mitchell, I redesigned RepairCenter Connect, an application used by auto body shops to run their day-to-day business.
Journey Map
Once I had a solid understanding of the estimators’ process, I created a journey map to clarify the workflow and align stakeholders around a shared understanding.
Interactive Prototypes
With a clear understanding of users’ needs and expectations, I created an interactive prototype to communicate designs to the development team and to continuously test new features with users.
User Testing
I tested new features with shop estimators on a six-week cadence to ensure designs were usable and aligned with their needs. This work included creating tasks and test scripts, conducting in-person and remote usability sessions, facilitating post-test debriefs to drive continuous improvement, and sharing actionable insights with stakeholders. Below are excerpts from the usability test script and stakeholder presentation for the estimate uploader feature.
Workflow Diagrams
Additionally, I collaborated with product managers and the development team to create workflow diagrams for new workflows, ensuring all use cases were accounted for
