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UI/UX Design

Gogoro Dianostic System - Optimization

Overview
Gogoro Diagnostic System, or GDS for short, is a system used by Gogoro maintenance technicians to detect and diagnose whether the electronic control components of their own scooters are normal. Since we often received feedback from scooter owners that repairs and maintenance did not solve the problems initially discovered, the company believed that the problem was caused by the failure of front-line maintenance technicians to follow the SOP for maintenance.

GDS is an application designed in the early stages of Gogoro's founding. The interface style is relatively old, so the initial optimization direction of the project will not only adjust the process to reduce breakpoints, but also improve the readability of the old interface.
  • Role
    UI/UX Designer
  • Duration
    3 months
  • Team
    1 Manual Writer, 1 PM, 1 Designer, 1 Developer
Challenge
When I first took over the project, I felt that the company's inference on the behavior of the front-line technicians was a bit biased. After all, the entire maintenance process has many variables, including whether the owner's description is true, the accuracy of the system detection, the validity of the maintenance manual, and the technician's ability to perform repairs. time and so on. Therefore, before starting design adjustments, it is important to clarify the real maintenance pain points to determine the direction of optimization.

And the main goal of this optimization is sub-process integration, so when adjusting the interface, it is necessary to consider the original architecture and components to optimize legibility and usability after integrating the process as much as possible. It takes more time to clarify the pain points of real maintenance, and the process integration design must also optimize legibility and usability within the original architecture.

Original
Information Architecture

Only displays key features related to this project

Pain Points

Pain Points
The obvious pain points in the interface include the lack of contrast in text size between levels, and the excessive use of default components and gray color leading to poor legibility. Secondly, the steps of the operation process are presented in columns of text. There is too little sense of separation between the steps, and it is easy to accidentally touch the button on the lower right. Outdated interface design, unsmooth flow of processes, difficult-to-understand operating components, and poorly readable text and white space are all worthy of proper sorting and optimization.
User Interviews
In order to clarify the actual use situation of front-line technicians during maintenance, the PM and I went to the maintenance store for interviews, hoping to understand the conditions encountered during maintenance and the actual use experience of GDS, especially the operation of "進廠診斷" and "智慧診斷".
Interview Structure
The interview questionare structure mainly started with understanding the daily work process of the maintenance technician, then extended to the SOP of maintenance, followed by issues related to "進廠診斷" and "智慧診斷", and finally asked about the operating experience and feedback of the GDS.

We total visited 2 stores, conducted 4 interviews, including managers and senior technicians.
Interview Insights
After the interview, we found that technicians’ reliance on GDS during maintenance is lower than we imagined. The following are the key insights observed after the interview:
  • The company request that as long as scooter owners make an appointment for maintenance, they must use "進廠診斷".
  • The entire service averages 30-40 minutes, with a maximum of 90 minutes.
  • Maintenance procedures using GDS may take less than 5 minutes.
  • If the scooter owner's problem still cannot be solved after using "進廠診斷", "智慧診斷" will be used.
  • The items diagnosed with the highest level will be dealt with first, and other items will be checked if scooter owners mention it, because some are just accidentally triggered and there is not enough time.
  • The same problem occurs again after repairs usually are not a problem with the GDS.
Interview Summary
For technicians, "進廠診斷" is a requested operating procedure, so it is easy to regard it as a rourine due to human nature. However, even if the technician wants to repair it well, the current situation does have many obstacles, such as: the maintenance time is limited, the item level of diagnostic results can easily lead to misjudgment, maintenance information is incomplete, and the expectations of scooter owners need to be met, etc.

Putting aside the company's expectations, we have indeed observed the advantages of process integration. After all, "進廠診斷" is just one more system detection step than "智慧診斷". The subsequent operations are basically the same, so work efficiency can be improved through process integration. There is a great opportunity to reduce breakpoints. There is indeed a gap between the actual maintenance status of the technicians and the company's inference. Instead of using an accusatory attitude to control, it is better to cooperate from the perspective of improving work efficiency, so that the technicians can focus on the maintenance process and provide better service quality.
Optimization Strategy
Based on the company's expectations for process integration, and incorporating observations from technician interviews, we hope that the focus of integration will be simplifying the technician's work process, strengthen identification and reminders through interface design, and help technicians quickly identify important maintenance items. Reducing cognitive and memory load by adding appropriate hints during process. In process integration, the starting point is to improve technicians' work efficiency, assist them to find key maintenance items quickly and reduce process breakpoints through hints.

Contrast Enhancement

The main colors of old GDS were a little darker, which resulted in poor legibility of the main buttons. Therefore, by increasing the saturation of the main colors, the overall vision was made more comfortable for browsing and recognition.

Not just integration

Not just for nominally integration, smooth operation flows, quick identification of important items, and clear information hierarchy all need to be considered.

Smart diagnostic

When executing the troubleshooting process, the project list on the left will highlight the project being troubleshooted.

Learnings

Fortunately, when the question was raised at the beginning, the PM was able to stand on the same side as the designer and was willing to go to the maintenance store for interviews together. Planning through a better understanding of the technician's maintenance process can reduce a lot of learning costs.

Although the project did not continue due to development resource considerations, from this experience I have a better understanding of what role a designer should play in a product company.

Next Work

Gogoro GoStation - Optimization

Product Design