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Final Presentation
Red Team
Introduction
The Project
We are building an application that can potentially assist Service Writers at the Gene Harvey Chevrolet car dealership
with preparing Repair Orders. This system is being designed as a replacement for the outdated system currently being
employed there.
Requirements
Methodology and Analysis
Shadowing We observed a Service Writer as he entered new
ROs
Had him show us the various features of the
system Questionnaire
Given to most of the service writers
Surveyed their thoughts about the current system
Inquired after areas that could be targeted for
improvement
Asked for information about their computer
experience
Methodology and Analysis continued
Gathered Information about the current system General description of the system and what it does
Gathered screenshots
Obtained service codes Analysis
Compiled results from the questionnaires –
received some mixed results, but found users favor
Windows applications and want to be able to
access multiple screens at once which the current
system is incapable of doing
Methodology and Analysis continued
Analysis continued While shadowing we were shown problem areas
with the system such as areas which cannot be
cancelled out of and the difficulty of navigating the
current system
While gathering information about the system, we
were informed that it was DOS based and runs in
an emulator, that screens contained unused fields
and that codes needed to be memorized
Functional Requirements
Search for Customer / Vehicle / Repair Order Adding Customer / Vehicle Information Add Repair Order Edit Repair Order Cancel from any screen Multiple window functionality
Search for Customer / Vehicle / Repair Order
Source: Shadowing and Information Gathering Use Case Summary:
User selects one of the four main options from the main
screen
If selecting the option for Customer or Vehicle, the user
can search by customer name, phone number, license
plate, full VIN, or the last 8 numbers of the VIN
If selecting either of the Repair Order options, the user
can search by RO number, tag number, customer name,
phone number, or the license plate
User selects item from results and selects the
appropriate action
Adding Customer / Vehicle Information Source: Shadowing and Information Gathering Use Case Summary:
User obtains customer and vehicle information
Vehicle has a make, model, year, trim, color, engine
type, current mileage, transmission type, and license
plate
Customer has a name, street address, city, state, phone
number and second phone (optional)
Each piece of information will be entered into their
respective fields on the screens and saved
Add Repair Order
Source: Shadowing and Information Gathering Use Case Summary:
The user searches for or obtains the customer's information
and enters that into the system
For the RO, the user obtains the current mileage, tag number
(paper tag), SA number, and PO number
User enters this information into the system as well as the
promise date / time
User adds line items for the RO
User assigns a technician, gives a time estimate and adds
recalls which the system informs them of
User saves and prints the RO
Edit Repair Order
Source: Shadowing and Information Gathering Use Case Summary:
User selects the option to edit an RO
User searches for a specific RO via RO number, tag
number, customer name, phone number or license plate
User edits the repair order with new information, then
prints the new RO
Cancel From Any Screen
Source: Shadowing Use Case Summary:
User takes an action they wish to cancel
User clicks the Cancel button or selects the Close
Window button
Control reverts to last active screen
Multiple Window Functionality
Source: Questionnaire Use Case Summary:
User is creating a RO
User needs to change information for the customer /
vehicle
User selects the Edit button for the customer /vehicle
System opens the customer / vehicle screen
User makes appropriate changes and clicks the Save
button
Customer / vehicle screen closes
Control reverts back to RO screen
Usability Testing
Overview
Comparison of new and current systems Tested navigation Tested function keys and tabbing Tested the ability to cancel from
anywhere
Testing Summary
Service Writers who participated in the testing were enthusiastic about the new system Users liked the fact that they could see all items
entered in the Line Items screen They liked the search features They liked the streamlined interface and even
showed observers how the current system can often provide too much information
Testing Summary
Direct comparison Average time to complete an RO in the current
system: 1 minute and 20 seconds Average time to complete an RO in the new
system: 32 seconds Navigation
Users were able to easily navigate from screen to screen without having to re-enter information
Users observed that the learning curve was short
Testing Summary Continued Function keys and Tabbing
Users did tend to favor the mouse when initially navigating through the system
Users agreed that the function keys were easy to identify and each stated that they would probably make use of them when they got used to the system
One issue did arise with a user that was entering information, he observed that in the current system, they move from one field to another by pressing the Enter key instead of tabbing
Users agreed that tabbing should be used instead of switching to the Enter key
Testing Summary Continued
Cancel from anywhere Users were able to cancel from every screen Users would make use of both the Cancel button on
the screen and the Close button for the window
Final Design
Main Screen
The system is now a streamlined Windows application
Shortcuts included to make the interface quicker and easier to use
It is clear what tasks the user can perform
Repair Order Search Screen
Users now have multiple options for searching
A user can quickly select the item they wish to view or edit
Repair Order Screen
Information is logically grouped together to keep it organized and easy to understand at a glance
The system looks like other Windows applications, so users are familiar with how elements on the screen will function
Line Item Screen
Services Codes are now provided for the user The codes also include descriptions so the
user no longer has to memorize them
Customer Search Screen
The search button is bolded to encourage the user to complete the task intended
Edit Customer Screen
The user can visit previous screens without losing information, edit information and cancel any action
Vehicle Search Screen
All of the search screens have similar layouts and functionality
This allows the user to easily familiarize themselves with the system
Edit Vehicle Screen
All of the fields are clearly marked with the same labels that are used in the current system
Multiple Window Functionality
A user can have multiple windows open at once so they can view and update information
Design Summary
We made certain to obtain feedback from the Service Writer Manager at multiple points in our design process
Feedback obtained was integrated into our design
Due to this feedback, the new system was very well received during usability testing
Recommendations
Summary of Recommendations
This system was designed for the purpose of showing what an upgrade to the interface can do
The main goal was to create a system that would be easier to learn, use and make more efficient use of time
From the results of the usability testing, these goals have been met
The system is set up to require less memorization and feel more familiar to any service writer that has ever used an application in Microsoft Windows
Summary of Recommendations Continued The multiple window functionality is a key
element of increasing the efficiency of the system
Streamlining the interface will make the system easier for new users to become proficient with the system
By simplifying and better organizing the information on the screen, users won't be overwhelmed by what they are looking at
By using standard conventions of design, the system will be easier to use for both new users and users of the current system
Demonstration
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