Sparkle Flex
Overview
I developed a responsive website for Sparkle Flex's car wash services, fulfilling the requirement of the stakeholders prior to their grand opening. Through research and design, the website caters to both the stakeholder's and customers' expectations with a range of car wash packages.
Skills
Market Research, Competitive Research, User Interviews, User Flow, Affinity Mapping, Empathy Mapping, Personas, Site Mapping, UI Design, Usability Testing, Sketching
My Role
UX/Web Designer
Tools
Figma, Photoshop
Duration
August 2022-
Research
Through market research, competitive analysis, and user interviews, I hoped to gain a better understanding of the market and the customers.
Research Goals
Before doing research, I wanted to first set some specific goals, so I created a research plan that would guide me through the research process.
Understand the market trends of the car wash industry.
Identify SparkleFlex’s target market
Identify SparkleFlex’s competitors and evaluate strengths and weaknesses
Understand how people discover new, local businesses
Understand customers pain points and experiences
Market Research
I started with market research to understand the general market, consumer, and business trends in order to gain better understanding of the market Sparkle Flex is part of.
Market Trends
The U.S car wash services market size was estimated to be valued at USD 14.67 billion in 2021 and is expected to expand at a CAGR of 5.5% from 2022 to 2030.
It is expected to reach 23.78 billion by 2030.
SEKO, a car washing service provider, reports that more than 80,000 vehicles are washed at car washing establishments each day.
In North America, more than 2 billion cars are washed every year.
According to the United States Census Bureau in 2019, Americans spend USD 5.8 billion at car wash facilities each year.
The demand for car wash services in the U.S. has been rising over the past decade due to their increased convenience and greater array of budget and luxury options.
Consumer Trends
The growing focus of consumers toward vehicle maintenance, and the continuous harm to car body caused by dirt, particulate matter, bird droppings, acid raindrops, and salt deposits during the frost months has increased demand for car wash services in the U.S
The international Carwash Association reports 77% of all consumers now use professional car wash facilities, compared to 48% in 1991 with these time-deprived individuals visiting any of the more than 63,000 facilities nationwide.
Due to strict environmental standards that prohibit household car washing methods, the need for professional car cleaning service is expected to rise. As the purchasing power of consumers increases, their attention towards regular vehicle maintenance will keep growing.
Moreover, many consumers abstain from washing their car themselves, owing to hectic schedules and lack of time.
Local Business Discovery
According to a new report from Visual Objects, 76% of consumers look for a company’s online presence before visiting in-person.
Nearly half of consumers (45%) are likely to visit a company’s physical location after finding a strong online presence on a local search page.
Research shows that 91% of people regularly or occasionally read online reviews, and 84% trust online reviews as much as personal recommendation.
85% of consumers use the internet to discover and find local businesses.
52% says a physical address is the most important info and 38% are put off if there are no map and address displayed
38% are impressed when a local business has a mobile site
61% are more likely to contact a local business with a mobile site
Competitive Analysis
After doing market research, I researched Sparkle Car Care competitors, so I could evaluate their strengths and weaknesses.
User Interviews
During these interviews, I was able to get a better understanding of what user’s needs and pain points are.
I conducted interviews with 5 people about 15-20 minutes each.
Some questions asked during the interviews:
How often do you get your car washed?
How do you typically discover new car wash places?
What factors influence your decision on which car wash to go to?
Tell me about your most recent car wash experience.
What motivates you to get a carwash?
What would features do you look for when you are on a website for a carwash?
Affinity Map
I created an affinity map to make sense of the insights, user needs, and users opinions and cluster them to help synthesize information.
Empathy Map
Then, I used empathy mapping to synthesize all the information to uncover key insights and identify my target user group. I grouped them into different categories (doing, think-feeling, seeing, hearing, gains, and pains).
By using this method, I was able to uncover many common patterns that led to key insights.
Convenience
Many expressed that the reason why they go to car wash was because of convenience.
Reviews + Close Proximity
People were easily influenced by reviews and seeing the car wash close by their proximity.
Services + Price
Majority shared that they wanted to see the services and prices of car wash on website.
Insights
People choose to go to car wash based on reviews and seeing the car wash close by their proximity
People trust what others say about a business
Many expressed that the reason why they go to car wash is because of convenience
Reward system or membership makes people go to a car wash more frequently
Needs
To go to car wash more frequently, so that car has a clean appearance
To have a car that is spotless and clean after a car wash
To know what the prices and services that are provided at car wash
To know where a car wash is located
User Personas
Through research, I was able to make a persona that shows a clear picture of who my users are.
Jeff
Goals
Find a car wash that will make car spotless clean
Find the best car wash nearby
Find car wash based on reviews
Find car wash with membership or reward system
Motivations
Salt, sand, dirt, and other debri pile up on car
Desire for clean car
Recommendations from family members and friends
Reward system or membership
Needs
To go to car wash more frequently
To have a car that is spotless and clean after a car wash
To know what the prices and services that are provided at car wash
To know where a car wash is located
To know if car wash is open or closed
Frustrations
Seeing spots after a car wash
Line for car wash is way too long
Incompetent employees not knowing what they are doing
Software Engineer (25)
Site Map
I created a site map, so that I can organize and clarify the content that needs to be on the website.
Task Flow
I also wanted to see how the users would be interacting with the website, so I made a task flow.
Low-Fidelity Wireframes
Using the insights I gained, I began to sketch out my wireframes to determine the content of the website. I wanted to make sure that the content was aligned with the desired project objectives.
Mid-Fidelity Wireframes
Final Prototype
I created a prototype with the final designs.