Car GPS Desktop App Redesign

Improving the information architecture and user experience significantly reduces the service call rate by 30%.

Project Introduction

This application is an assistant tool used with our Car GPS Device.
In recent years, labor costs have increased, and customer complaints about this application have remained high. It is an urgent issue to reduce operating costs.
‍

My Role

I am responsible for the overall vision and establish the design system to let the team can maintain the product efficiently. After taking over the UI part, gradually improve the process changes that cannot be implemented due to technical limitations. Bridge the ideal and reality, and provide detailed specification documents for development team.

My Output

User interface spec
Wireframe flow
Design system
Style guideline, assets

Tools

Sketch
Gliffy diagrams
Microsoft Word

Cooperation

Taipei: UI + GUI
Sydney: PM
Shanghai: R&D

Duration

2018

The Problems

This app has been in use for nearly 10 years, and the information structure is chaotic with the addition and reduction of functions.

Users don't know how to use it!
They are often lost in the complicated process and structure and don't know what to do.

The Solution

Restructuring the information architecture

Users can clearly know where to find the functions they need.
Remove functions that are no longer needed to reduce user confusion and maintenance costs.

Simplify the process

Remove annoying processes and dialogs. Make important items clear at a glance without affecting user operations.
Modify the complex information to make the information clear and understandable. Users know what they can do and how to do it.

Established design system

I used brand colors to create new visual styles. Let products of different SKUs change the overall vision by simply changing the color.

Design system for colors, fonts and components

The process went smoothly? Of course NOT.

‍Some of the improvement will change the whole structure, which will have a great impact and the development cost will be too high to be realized.

The Solution

For structures that cannot be changed, my solution is based on following principles -
Error Prevention, Diagnose and Recover from Errors.

Detailed guidance appear at the right time to prevent problems from occurring.

Use red dots for the important operations to attract users' attention.

Increase the visual feedback to make up for the negative emotions of waiting or failure.

Results and Reflections

No more customer complaints

Months after the desktop app redesign, I followed up with the local PM and service team. No more customer complaints! The redesigned app really reduces customer service costs and improves brand impression significantly.
‍
There is no best design.
Under the trade-off between time and resource cost, the design that can solve the problem is the most appropriate design. This is the most important thing I learned after I started to be in charge of UI design independently.

Product reference link

Download NavDesk Desktop App

Back to Home