Process
Toyota’s recent focus has been finding new revenue streams within the Owner’s experience, so we chose to direct our efforts on developing the service scheduler tool, making sure the experience could be scalable and flexible enough to for other appointment types in the future.
CURRENT STATE
Toyota.com currently directs users to individual dealer websites who want to schedule service. The “Service Centers” page for finding nearby service locations has the highest traffic of all owner’s-related pages, pulling in 112k+ monthly visits. Providing users a convenient way to schedule appointments without leaving the site would be a major value-add.
LANDSCAPE OFFERINGS
We found that most competitive brands give users both options to schedule service on their main platform or individual dealer websites.
Scheduling a test drive is table stakes. Almost all competitors had “Test Drive” CTAs within their inventory search experience, which were more typically placed more prominently than “Request A Quote” CTAs.
SCHEDULER TOOL AUDIT
After studying both competitive and comparative scheduling tools, we found:
Users can typically make appointments without creating accounts.
Users can track progress or edit selections while in the flow.
Barrier to entry is eased by collecting personal or account information after gathering basic appointment details.
Tools for different appointment types are usually kept separate.
Hyundai
Nissan
Chevrolet
Jeep
Chevrolet
Porsche
Hyundai
Xfinity
Apple
NATIVE APP PARITY
Toyota App has a service scheduler tool, so we needed to aim for parity while optimizing for web implementation. A major pain point for our users is the difficulty or lack of information transfer between their web and app accounts.
Toyota App Scheduler Tool
Design
WIREFRAME CONCEPTS
To acquire more account creations, we decided to gate the experience. Knowing this is a barrier to entry, we ensured designs were seamless, simple and as user-friendly as possible. We presented two high-fidelity wireframe directions to client. Core MVP features were to include:
Ability to create and manage appointments
Necessary steps to facilitate the in-person experience at the dealer
Confirmations and reminders from dealer
Concept 1: Modal Stepper
Scheduler will be dynamic, modular, and within a modal for access from anywhere on Toyota.com. Steps will be stacked, so users will have to complete their active step before proceeding. Only one step can be open at a time, but users can go back and edit completed selections during the flow.
Recommendation
Concept 2: In-Page Linear Stepper
Scheduler will be simple, dynamic and modular. If sub-steps are required, they should open within modals. Steps considered optional should be combined with last step for consolidation purposes. Users can follow their completion status with a progress tracker.
Final User Interface
Client aligned with our recommended direction - the linear, in-page stepper tool. We further refined and iterated our designs after feedback from internal, client, and dev, and ensured all main and edge use cases were accounted for. Our final version of the scheduler simplifies and consolidates steps and inputs required by the user, making it as user-friendly, mobile-friendly, and utilitarian as possible.
Service Scheduler User Flow
Final Delivery File
Results & Takeaways
Due to the large amount of entry points and use cases, this project was one that required a lot of attention to detail. The experience could look different depending on a number of factors, ie: entry point, logged in status, level of information already added (vehicle, VIN, preferred dealer, telematics), and selections within the tool that result in additional information needed.
This project is currently under development and has required heavy cross-functional collaboration and communication between multiple dev teams and Lexus. Our next steps are QA and MVP launch.
2024 by Brooke Beam
bsbeam25@gmail.com
SAATCHI & SAATCHI
Schedule Service
A tool to allow Toyota owners to conveniently book service appointments for their vehicles directly on Toyota.com.
Role
Lead UX Designer
UI Designer
Skills
Product Design
Research
Duration
Jan ‘23 - July ‘24
Overview
As Toyota strives to enhance their online customer experience for both shoppers and owners, it’s imperative that we provide users an experience for appointment scheduling - service, sales, test drives and more. Without having these tools available on the site, Toyota is missing out on an opportunity to cultivate hard leads and foster long-term brand loyalty.
CHALLENGE
How might we build a tool to support scheduling needs for both Toyota shoppers and owners?
OPPORTUNITY
As more and more consumers opt for online vehicle purchase and management, we should design a tool that enables users to easily schedule different appointment types, eliminating the need for them to call the dealership in advance.
SAATCHI & SAATCHI
Schedule Service
A tool to allow Toyota owners to conveniently book service appointments for their vehicles directly on Toyota.com.
Role
Lead UX Designer
UI Designer
Skills
Product Design
Research
Duration
Jan ‘23 - July ‘24
Overview
As Toyota strives to enhance their online customer experience for both shoppers and owners, it’s imperative that we provide users an experience for appointment scheduling - service, sales, test drives and more. Without having these tools available on the site, Toyota is missing out on an opportunity to cultivate hard leads and foster long-term brand loyalty.
CHALLENGE
How might we build a tool to support scheduling needs for both Toyota shoppers and owners?
OPPORTUNITY
As more and more consumers opt for online vehicle purchase and management, we should design a tool that enables users to easily schedule different appointment types, eliminating the need for them to call the dealership in advance.
Design
WIREFRAME CONCEPTS
To acquire more account creations, we decided to gate the experience. Knowing this is a small barrier, we ensured designs were seamless, simple and as user-friendly as possible. We presented two mid-fidelity wireframe directions to client. Core MVP features were to include:
Ability to create and manage appointments
Necessary steps to facilitate the in-person experience at the dealer
Confirmations and reminders from dealer
Concept 1: Modal Stepper
Scheduler will be dynamic, modular, and within a modal for access from anywhere on Toyota.com. Steps will be stacked, so users will have to complete their active step before proceeding. Only one step can be open at a time, but users can go back and edit completed selections during the flow.
Recommendation
Concept 2: In-Page Linear Stepper
Scheduler will be simple, dynamic and modular. If sub-steps are required, they should open within modals. Steps considered optional should be combined with last step for consolidation purposes. Users can follow their completion status with a progress tracker.
Final User Interface
Client aligned with our recommended direction - the linear, in-page stepper tool. We further refined and iterated our designs after feedback from internal, client, and dev, and ensured all main and edge use cases were accounted for. Our final version of the scheduler simplifies and consolidates steps and inputs required by the user, making it as user-friendly, mobile-friendly, and utilitarian as possible.
Service Scheduler User Flow
Final Delivery File
Results & Takeaways
Due to the large amount of entry points and use cases, this project was one that required a lot of attention to detail. The experience could look different depending on a number of factors, ie: entry point, logged in status, level of information already added (vehicle, VIN, preferred dealer, telematics), and selections within the tool that result in additional information needed.
This project is currently under development and has required a ton of cross-functional collaboration and communication between multiple dev teams and Lexus. Our next steps are QA and MVP launch.
2024 by Brooke Beam
bsbeam25@gmail.com
Process
Toyota’s recent focus has been finding new revenue streams within the Owner’s experience, so we chose to direct our efforts on developing the service scheduler tool, making sure the experience could be scalable and flexible enough to for other appointment types in the future.
CURRENT STATE
Toyota.com currently directs users to individual dealer websites who want to schedule service. The “Service Centers” page for finding nearby service locations has the highest traffic of all owner’s-related pages, pulling in 112k+ monthly visits. Providing users a convenient way to schedule appointments without leaving the site would be a major value-add.
LANDSCAPE OFFERINGS
We found that most competitive brands give users both options to schedule service on their main platform or individual dealer websites.
OEM
Schedule Service?
Site Placement
Location
to Dealer
to Dealer
to Dealer
to Dealer
Chevy Site
Tesla App
Gated Content
Owners
Owners
Owners
Find A Dealer
Support
Support
Support
OEM
Schedule Service?
Site Placement
Location
to Dealer
to Dealer
to Dealer
to Dealer
Chevy Site
Tesla App
Gated Content
Owners
Owners
Owners
Find A Dealer
Support
Support
Support
Scheduling a test drive is table stakes. Almost all competitors had “Test Drive” CTAs within their inventory search experience, which were more typically placed more prominently than “Request A Quote” CTAs.
Site Placement
Test Drive?
OEM
Site Placement
Test Drive?
OEM
Vehicles
N/A
Shopping
Search Inventory
Global Nav
MLP
Shopping Assist
NATIVE APP PARITY
Toyota App has a service scheduler tool, so we needed to aim for parity while optimizing for web implementation. A major pain point for our users is the difficulty or lack of information transfer between their web and app accounts.
Toyota App Scheduler Tool
SCHEDULER TOOL AUDIT
After studying both competitive and comparative scheduling tools, we found:
Users can typically make appointments without creating accounts.
Users can track progress or edit selections while in the flow.
Barrier to entry is eased by collecting personal or account information after gathering basic appointment details.
Tools for different appointment types are usually kept separate.
Hyundai
Nissan
Chevrolet
Jeep
Chevrolet
Porsche
Hyundai
Xfinity
Apple
SAATCHI & SAATCHI
Schedule Service
A tool to allow Toyota owners to conveniently book service appointments for their vehicles directly on Toyota.com.
Role
Lead UX Designer
UI Designer
Skills
Product Design
Research
Duration
Jan ‘23 - July ‘24
Overview
As Toyota strives to enhance their online customer experience for both shoppers and owners, it’s imperative that we provide users an experience for appointment scheduling - service, sales, test drives and more. Without having these tools available on the site, Toyota is missing out on an opportunity to cultivate hard leads and foster long-term brand loyalty.
CHALLENGE
How might we build a tool to support scheduling needs for both Toyota shoppers and owners?
OPPORTUNITY
As more and more consumers opt for online vehicle purchase and management, we should design a tool that enables users to easily schedule different appointment types, eliminating the need for them to call the dealership in advance.
Process
Toyota’s recent focus has been finding new revenue streams within the owners / "My Toyota" experience, so we chose to direct our efforts on first developing the service scheduler tool, making sure the experience could be scalable and flexible enough to add other appointment types in the future.
CURRENT STATE
Toyota.com currently directs users to individual dealer websites who want to schedule service. The “Service Centers” page for finding nearby service locations has the highest traffic of all owner’s-related pages, pulling in 112k+ monthly visits. Providing users a convenient way to schedule appointments without leaving the site would be a major value-add.
LANDSCAPE OFFERINGS
We found that most competitive brands give users the option to schedule service on their main platform or individual dealer websites.
Scheduling a test drive is table stakes. Almost all competitors had “Test Drive” CTAs within their inventory search experience, which were typically placed more prominently than “Request A Quote” CTAs.
SCHEDULER TOOL AUDIT
After studying both competitive and comparative scheduling tools, we found:
Users can typically make appointments without creating accounts.
Users can track progress or edit selections while in the flow.
Barrier to entry is eased by collecting personal or account information after gathering basic appointment details.
Tools for different appointment types are usually kept separate.
Hyundai
Nissan
Chevrolet
Jeep
Chevrolet
Porsche
Hyundai
Xfinity
Apple
NATIVE APP PARITY
Toyota App has a service scheduler tool, so we needed to aim for parity while optimizing for web implementation. A major pain point for our users is the difficulty or lack of information transfer between their web and app accounts.
Toyota App Scheduler Tool
Design
WIREFRAME CONCEPTS
To acquire more account creations, we decided to gate the experience. Knowing this is a barrier to entry, we ensured designs were seamless, simple and as user-friendly as possible. We presented two high-fidelity wireframe directions to client. Core MVP features were to include:
Ability to create and manage appointments
Necessary steps to facilitate the in-person experience at the dealer
Confirmations and reminders from dealer
Concept 1: Modal Stepper
Scheduler will be dynamic, modular, and within a modal for access from anywhere on Toyota.com. Steps will be stacked, so users will have to complete their active step before proceeding. Only one step can be open at a time, but users can go back and edit completed selections during the flow.
Recommendation
Concept 2: In-Page Linear Stepper
Scheduler will be simple, dynamic and modular. If sub-steps are required, they should open within modals. Steps considered optional should be combined with last step for consolidation purposes. Users can follow their completion status with a progress tracker.
Final User Interface
Client aligned with our recommended direction - the linear, in-page stepper tool. We further refined and iterated our designs after feedback from internal, client, and dev, and ensured all main and edge use cases were accounted for. Our final version of the scheduler simplifies and consolidates steps and inputs required by the user, making it as user-friendly, mobile-friendly, and utilitarian as possible.
Service Scheduler User Flow
Final Delivery File
Results & Takeaways
Due to the large amount of entry points and use cases, this project was one that required a lot of attention to detail. The experience could look different depending on a number of factors, ie: entry point, logged in status, level of information already added (vehicle, VIN, preferred dealer, telematics), and selections within the tool that result in additional information needed.
This project is currently under development and has required heavy cross-functional collaboration and communication between multiple dev teams and Lexus. Our next steps are QA and MVP launch.
2024 by Brooke Beam
bsbeam25@gmail.com