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 This system is being designed as a replacement for the outdated system currently being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