Work
Bigbox is an intelligent unmanned car wash company in China, providing an efficient and high quality car wash service at a budgeted cost. Zaiye and Bigbox team closely collaborated on the new experience design challenge and aimed to create the best-in-class auto-carwashing service.
After putting themselves in the shoes of users, the Zaiye team found that what matters, above reducing time spent in the box, is the order of process. We used this insight to focus on a new goal: reduce user anxiety by information transparacy and optimising task order. To achieve the goal, the design team focused on improving service in 12 key moments, then built a mockup of different parts of the carwash machine to see what the user needs.
The design challenge of user journey optimisation is balancing the user task in each step, in order to reduce user anxiety and improve efficiency.
We polished the user experience step by step from end to end with 12 innovative concepts. Below are some examples showing the business value created by service design:
Tedious waiting is transformed into special sale, directing user attention towards attractive shopping tasks. The new business model involves more stakeholders and generates publicity.
One of the biggest challenges affecting the self-service car wash business is about 1/3 of users can't park the car correctly without guidance.We successfully solve this problem by both hardware and software improvements: clear guidance on the washing machine and the ground, voice assistant throughout, etc.
One of our top achievements has been the creation of the new user journey which allows user to solve all challenges by their own on the APP. All of the updated touchpoints are critical for efficiency and reducing the cost of spreading Bigbox all around China.
