- 25Engineering teamFull-stack developers and QAs
- 1stUX integrationUser-centred design in agile sprints
- Multi-appLive productsMultiple client applications in production
// The challenge
Platform UX under data and performance strain
AutoProcess drives all client support applications, delivering powerful transactional and reporting functionalities and insightful information about sales force performance, product monthly sales figures, revenue totals and more. AutoProcess was in its second iteration when we were invited to examine the core platform UX, along with its client support apps.
As functionality and data capabilities had grown over the years, the various user interfaces struggled to handle the weight in terms of both data overload as well as performance.
A user-centred design approach was needed to understand the different types of user. Interviews and the interrogation of report logs by user type enabled us to form personas and start to prioritise goals.
// Our approach
User-centred design in an agile environment
AutoProtect have a fantastic 25-strong team of full-stack developers and QAs in their UK head office advancing multiple live client applications that support thousands of users across the world.
Our mission was to integrate various UX initiatives, ranging from smaller compliance changes to wholesale UX redesigns directly into their Agile development sprints, for the first time.
// Research
A little ethnography
Sitting with the app support team enabled me to listen in and watch screen sharing sessions with end users. Being at the sharp end of the customer experience can be quite enlightening!
Interviews with the App Support Team and analytics data showed increasing use of AutoProcess on tablets and mobiles as dealers took the sale to the customer on the forecourt.
// Impact
UX practice established, platform modernised
UCD & Agile
Integrated User Centred Design practices into the dev team's agile sprints for the first time.
Responsive
Designed and implemented the front-end of the core platform AutoProcess and client apps as fully responsive.
Intelligent Brand Management
Built an intelligent Sass/SCSS front-end framework for the AutoProcess SaaS platform: one codebase for the generic AutoProtect experience and white-labelled fronts for brands including BMW and Mercedes-Benz. That cut cost and time to market when onboarding new clients.
Mercedes-Benz Brand Approval
Secured Mercedes-Benz brand approval for their first direct-to-consumer insurance e-commerce product, aligning the build with US-led brand communication standards that were still being finalised.
We thoroughly enjoyed our close relationship with AutoProtect. Working in the heart of their agile team and seeing the value of UX Design so appreciated was incredibly rewarding. To go on to help recruit and on-board the right talent for their own in-house UX discipline was equally so.
// Client feedback
Jonathan's impact has really demonstrated the value of UX to the business as a whole.