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 This system is being designed as a replacement for the outdated system currently being employed there.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