Echo Park was seeking to expand their current car buying process to make it more of an experience than simply a transaction. Buyers enter a bay where their car is parked, and get a custom experience just for their special occasion. The show can be personalized with user-uploaded photos and videos. This design required a unique solution that involved employee controls via iPad which would connect to a large wall of monitors and even control lighting in each of the car bays.
This project had several different teams working simultaneously. It was important to understand how all the different teams work would connect and work together to create the optimal user experience. That’s where the service blueprint came in. I created and end to end blueprint based on the car buyer to help all teams visualize what needed to happen, and when, in order for the customer to have the ideal experience.
I created an in-depth user-flow to describe how the employee would control the different states of the bay. This user flow served to inform the bay and ipad wireframes and prototypes.
From an iPad, the employee checks buyers in, manages each bay, and updates bay status.
From the iPad, the employee activates different states of the bay experience: Idle, Show, and Exit. These states then connect to lighting, sounds, and effects.