Book a Test Drive (Case study) – June Lim 林渼润

Challenge

Honda would like to improve and increase the online test drive booking offering. This is to better manage the expectations of customers who turn up on the day for a test drive.

Approach

Booking process review (desktop & mobile)
Competitor benchmark comparing solutions
Sketch / Wireframe possible flows and solution
Mobile prototype to investigate flow & interactions

My Role:

Lead UX Consultant

Findings & Recommendations

It was observed during the expert review that:

Different companies offered different types of booking
Desktop and mobile booking experience would work best if kept same
Capturing of address first could aid system to offer up nearest dealer (if there are available time slots)
Marketing opt-in could be a major put off at this touch point
None of the online booking services offered a way to add booking to the users’ calendar once booking was completed
One page booking appeared appealing and is worth exploring

Solution

Much streamlined process with add to calendar function
Future consideration of possibly having one page booking

Deliverables