Bosch wanted to create a customer symptom application that allowed non-technical advisors to use. It also needed to be customisable for all manufacturers.
The Challenge
The existing customer portal was very dated and hard to navigate. We needed to create a usable application that would allow for some modern functionality.
User flows & IA
We created multiple flow diagrams showing potential paths a user could take through the application depending on the information they entered and the potential solutions the application brought back. Some assumptions were made and quickly discounted with rounds of feedback and testing.
Interactive Prototypes
Now we had a good understanding of the customer and users' approach. We started putting together a fuller featured prototype, including the full design. The application had to work the same on either tablet or phone device, so this had to be considered whilst making use of each device's capabilities.
The Results
We created a design for the customer symptom application which demonstrated a easy to use interface tailored for a tablet or mobile phone application.