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Torque
Torque
Torque
Torque
UX DESIGN
UX DESIGN
UX and Service Design for high end bicycle repair.
UX and Service Design for high end bicycle repair.
UX and Service Design for high end bicycle repair.
Providing bicycle repairs as a service requires clear communication, efficient workflows, and a deep understanding of each rider’s needs. Torque’s software solution bolsters the repair process, ensuring both customers and technicians stay aligned from the initial assessment to the final handoff.
Providing bicycle repairs as a service requires clear communication, efficient workflows, and a deep understanding of each rider’s needs. Torque’s software solution bolsters the repair process, ensuring both customers and technicians stay aligned from the initial assessment to the final handoff.
Providing bicycle repairs as a service requires clear communication, efficient workflows, and a deep understanding of each rider’s needs. Torque’s software solution bolsters the repair process, ensuring both customers and technicians stay aligned from the initial assessment to the final handoff.
Providing bicycle repairs as a service requires clear communication, efficient workflows, and a deep understanding of each rider’s needs. Torque’s software solution bolsters the repair process, ensuring both customers and technicians stay aligned from the initial assessment to the final handoff.
Bikes and Wrenches and People
Bikes and Wrenches and People
Bikes and Wrenches and People
Bikes and Wrenches and People
Cycling subdivides into a wide range of disciplines, from mountain biking to road, and all the varying surfaces in between. While many riders can handle minor adjustments, professional mechanics are essential for solving complex issues and are invaluable with their knowledge of speciality tools. In my career as a Mechanic I’ve experienced firsthand the challenges that arise when customers interact with technicians.
Cycling subdivides into a wide range of disciplines, from mountain biking to road, and all the varying surfaces in between. While many riders can handle minor adjustments, professional mechanics are essential for solving complex issues and are invaluable with their knowledge of speciality tools. In my career as a Mechanic I’ve experienced firsthand the challenges that arise when customers interact with technicians.
Cycling subdivides into a wide range of disciplines, from mountain biking to road, and all the varying surfaces in between. While many riders can handle minor adjustments, professional mechanics are essential for solving complex issues and are invaluable with their knowledge of speciality tools. In my career as a Mechanic I’ve experienced firsthand the challenges that arise when customers interact with technicians.
Cycling subdivides into a wide range of disciplines, from mountain biking to road, and all the varying surfaces in between. While many riders can handle minor adjustments, professional mechanics are essential for solving complex issues and are invaluable with their knowledge of speciality tools. In my career as a Mechanic I’ve experienced firsthand the challenges that arise when customers interact with technicians.
Digital Landscape of Repair Services
Digital Landscape of Repair Services
Digital Landscape of Repair Services
Digital Landscape of Repair Services
Current shop practices in the bicycle repair industry are often reactive, with many shops relying on personal notes from each mechanic to track job tickets. This lack of structured workflow leads to disorganization and information falling through the cracks, ultimately impacting service efficiency and quality. Furthermore, existing digital solutions tend to focus on inventory management, with little attention given to the dynamic nature of a bike shop, failing to support the complex communication and service delivery needs of both customers and technicians.
Current shop practices in the bicycle repair industry are often reactive, with many shops relying on personal notes from each mechanic to track job tickets. This lack of structured workflow leads to disorganization and information falling through the cracks, ultimately impacting service efficiency and quality. Furthermore, existing digital solutions tend to focus on inventory management, with little attention given to the dynamic nature of a bike shop, failing to support the complex communication and service delivery needs of both customers and technicians.
Current shop practices in the bicycle repair industry are often reactive, with many shops relying on personal notes from each mechanic to track job tickets. This lack of structured workflow leads to disorganization and information falling through the cracks, ultimately impacting service efficiency and quality. Furthermore, existing digital solutions tend to focus on inventory management, with little attention given to the dynamic nature of a bike shop, failing to support the complex communication and service delivery needs of both customers and technicians.
Current shop practices in the bicycle repair industry are often reactive, with many shops relying on personal notes from each mechanic to track job tickets. This lack of structured workflow leads to disorganization and information falling through the cracks, ultimately impacting service efficiency and quality. Furthermore, existing digital solutions tend to focus on inventory management, with little attention given to the dynamic nature of a bike shop, failing to support the complex communication and service delivery needs of both customers and technicians.
User Research
User Research
User Research
User Research
The research for this project focused on understanding the challenges in communication between bike technicians and customers, identifying key pain points in the service process. Insights gathered from 15 interviews with mountain, road, and gravel riders, as well as bike mechanics, led to three main findings: information asymmetry, workflow management issues, and a demand for clearer, more personalized service.
The research for this project focused on understanding the challenges in communication between bike technicians and customers, identifying key pain points in the service process. Insights gathered from 15 interviews with mountain, road, and gravel riders, as well as bike mechanics, led to three main findings: information asymmetry, workflow management issues, and a demand for clearer, more personalized service.
The research for this project focused on understanding the challenges in communication between bike technicians and customers, identifying key pain points in the service process. Insights gathered from 15 interviews with mountain, road, and gravel riders, as well as bike mechanics, led to three main findings: information asymmetry, workflow management issues, and a demand for clearer, more personalized service.
The research for this project focused on understanding the challenges in communication between bike technicians and customers, identifying key pain points in the service process. Insights gathered from 15 interviews with mountain, road, and gravel riders, as well as bike mechanics, led to three main findings: information asymmetry, workflow management issues, and a demand for clearer, more personalized service.
Problem Statement
Problem Statement
Problem Statement
Problem Statement
Bicycle repair shops face a communication gap between technicians and customers, where technicians must effectively translate complex bike repairs to customers with varying levels of expertise. This misalignment in communication can lead to poorly defined expectations, stalled workflows, and inefficiencies, ultimately affecting productivity, service quality, customer experience, and patron retention.
Bicycle repair shops face a communication gap between technicians and customers, where technicians must effectively translate complex bike repairs to customers with varying levels of expertise. This misalignment in communication can lead to poorly defined expectations, stalled workflows, and inefficiencies, ultimately affecting productivity, service quality, customer experience, and patron retention.
Bicycle repair shops face a communication gap between technicians and customers, where technicians must effectively translate complex bike repairs to customers with varying levels of expertise. This misalignment in communication can lead to poorly defined expectations, stalled workflows, and inefficiencies, ultimately affecting productivity, service quality, customer experience, and patron retention.
User Flow
User Flow
User Flow
User Flow
Let’s set the stage for the bicycle repair process. It starts when a customer determines the need for a service. Upon arrival at the shop, the dialogue begins between mechanic and customer. This is what we call the assessment stage. Once the scope is agreed upon, the ticket can be managed within the rest of the shop's workflow. It is then the job of the service department to manage any hurdles to get the bike back in a timely manner. This flow here shows the complete cycle of repair, and you can see how complex it can be deeper into the process. That is why it is crucial to get the clarity early on in the process.
Let’s set the stage for the bicycle repair process. It starts when a customer determines the need for a service. Upon arrival at the shop, the dialogue begins between mechanic and customer. This is what we call the assessment stage. Once the scope is agreed upon, the ticket can be managed within the rest of the shop's workflow. It is then the job of the service department to manage any hurdles to get the bike back in a timely manner. This flow here shows the complete cycle of repair, and you can see how complex it can be deeper into the process. That is why it is crucial to get the clarity early on in the process.
Let’s set the stage for the bicycle repair process. It starts when a customer determines the need for a service. Upon arrival at the shop, the dialogue begins between mechanic and customer. This is what we call the assessment stage. Once the scope is agreed upon, the ticket can be managed within the rest of the shop's workflow. It is then the job of the service department to manage any hurdles to get the bike back in a timely manner. This flow here shows the complete cycle of repair, and you can see how complex it can be deeper into the process. That is why it is crucial to get the clarity early on in the process.
Let’s set the stage for the bicycle repair process. It starts when a customer determines the need for a service. Upon arrival at the shop, the dialogue begins between mechanic and customer. This is what we call the assessment stage. Once the scope is agreed upon, the ticket can be managed within the rest of the shop's workflow. It is then the job of the service department to manage any hurdles to get the bike back in a timely manner. This flow here shows the complete cycle of repair, and you can see how complex it can be deeper into the process. That is why it is crucial to get the clarity early on in the process.
Three Main Phases
Three Main Phases
Three Main Phases
Three Main Phases
This process includes three key stages: Booking, Assessment, and Ticket Management. These stages focus on the customer’s first digital touchpoint with the shop, the conversation with the mechanic to define the scope of the repair, and managing the repair as a ‘Ticket’ until the bike is ready for pickup. Below is that sequence from the UserFlow translated into a sequence of screens for Torque
This process includes three key stages: Booking, Assessment, and Ticket Management. These stages focus on the customer’s first digital touchpoint with the shop, the conversation with the mechanic to define the scope of the repair, and managing the repair as a ‘Ticket’ until the bike is ready for pickup. Below is that sequence from the UserFlow translated into a sequence of screens for Torque
This process includes three key stages: Booking, Assessment, and Ticket Management. These stages focus on the customer’s first digital touchpoint with the shop, the conversation with the mechanic to define the scope of the repair, and managing the repair as a ‘Ticket’ until the bike is ready for pickup. Below is that sequence from the UserFlow translated into a sequence of screens for Torque
This process includes three key stages: Booking, Assessment, and Ticket Management. These stages focus on the customer’s first digital touchpoint with the shop, the conversation with the mechanic to define the scope of the repair, and managing the repair as a ‘Ticket’ until the bike is ready for pickup. Below is that sequence from the UserFlow translated into a sequence of screens for Torque
When Can I Drop Off My Bike?
When Can I Drop Off My Bike?
When Can I Drop Off My Bike?
When Can I Drop Off My Bike?
The booking platform makes scheduling easy by allowing customers to select service packages or describe their needs. Users can pick a convenient drop-off time from an intuitive calendar, ensuring clarity on services, an estimate of costs, and drop off process. This interface can be "White-Labeled" with different colours and styling to fit in with the branding of any shop.
The booking platform makes scheduling easy by allowing customers to select service packages or describe their needs. Users can pick a convenient drop-off time from an intuitive calendar, ensuring clarity on services, an estimate of costs, and drop off process. This interface can be "White-Labeled" with different colours and styling to fit in with the branding of any shop.
The booking platform makes scheduling easy by allowing customers to select service packages or describe their needs. Users can pick a convenient drop-off time from an intuitive calendar, ensuring clarity on services, an estimate of costs, and drop off process. This interface can be "White-Labeled" with different colours and styling to fit in with the branding of any shop.
The booking platform makes scheduling easy by allowing customers to select service packages or describe their needs. Users can pick a convenient drop-off time from an intuitive calendar, ensuring clarity on services, an estimate of costs, and drop off process. This interface can be "White-Labeled" with different colours and styling to fit in with the branding of any shop.
What Do We Have Here?
What Do We Have Here?
What Do We Have Here?
What Do We Have Here?
At the assessment stage, the mechanic reviews the bike and identifies the areas that need attention. Using the 'Continuum of Care' system, the bike’s components are color-coded to indicate the severity of required repairs: red for essential work, orange for items to keep an eye on, and blue for tune-up services. This visual clarity allows both the mechanic and customer to align on necessary repairs, ensuring a transparent and well-informed decision-making process.
At the assessment stage, the mechanic reviews the bike and identifies the areas that need attention. Using the 'Continuum of Care' system, the bike’s components are color-coded to indicate the severity of required repairs: red for essential work, orange for items to keep an eye on, and blue for tune-up services. This visual clarity allows both the mechanic and customer to align on necessary repairs, ensuring a transparent and well-informed decision-making process.
At the assessment stage, the mechanic reviews the bike and identifies the areas that need attention. Using the 'Continuum of Care' system, the bike’s components are color-coded to indicate the severity of required repairs: red for essential work, orange for items to keep an eye on, and blue for tune-up services. This visual clarity allows both the mechanic and customer to align on necessary repairs, ensuring a transparent and well-informed decision-making process.
At the assessment stage, the mechanic reviews the bike and identifies the areas that need attention. Using the 'Continuum of Care' system, the bike’s components are color-coded to indicate the severity of required repairs: red for essential work, orange for items to keep an eye on, and blue for tune-up services. This visual clarity allows both the mechanic and customer to align on necessary repairs, ensuring a transparent and well-informed decision-making process.
Workflow Calendar
Workflow Calendar
Workflow Calendar
Workflow Calendar
This view provides a clear overview of the shop’s daily operations, automatically calculating the total available capacity based on each mechanic’s shift. Tickets, represented as movable cards, display essential job details and can be assigned to different mechanics as needed. This system ensures that the workload remains balanced and within capacity, while providing flexibility for shop managers to make adjustments in on the fly.
This view provides a clear overview of the shop’s daily operations, automatically calculating the total available capacity based on each mechanic’s shift. Tickets, represented as movable cards, display essential job details and can be assigned to different mechanics as needed. This system ensures that the workload remains balanced and within capacity, while providing flexibility for shop managers to make adjustments in on the fly.
This view provides a clear overview of the shop’s daily operations, automatically calculating the total available capacity based on each mechanic’s shift. Tickets, represented as movable cards, display essential job details and can be assigned to different mechanics as needed. This system ensures that the workload remains balanced and within capacity, while providing flexibility for shop managers to make adjustments in on the fly.
This view provides a clear overview of the shop’s daily operations, automatically calculating the total available capacity based on each mechanic’s shift. Tickets, represented as movable cards, display essential job details and can be assigned to different mechanics as needed. This system ensures that the workload remains balanced and within capacity, while providing flexibility for shop managers to make adjustments in on the fly.
Ticket Detail
Ticket Detail
Ticket Detail
Ticket Detail
The job cards have an expanded view when working on the bike. It features a detailed checklist generated from the assessment stage, allowing mechanics to hit every point of the repair precisely. Additionally, built-in communication tools provide seamless interaction between the mechanic and customer, allowing for real-time updates and approvals.
The job cards have an expanded view when working on the bike. It features a detailed checklist generated from the assessment stage, allowing mechanics to hit every point of the repair precisely. Additionally, built-in communication tools provide seamless interaction between the mechanic and customer, allowing for real-time updates and approvals.
The job cards have an expanded view when working on the bike. It features a detailed checklist generated from the assessment stage, allowing mechanics to hit every point of the repair precisely. Additionally, built-in communication tools provide seamless interaction between the mechanic and customer, allowing for real-time updates and approvals.
The job cards have an expanded view when working on the bike. It features a detailed checklist generated from the assessment stage, allowing mechanics to hit every point of the repair precisely. Additionally, built-in communication tools provide seamless interaction between the mechanic and customer, allowing for real-time updates and approvals.
Service Report
Service Report
Service Report
Service Report
The Service Report provides a final overview of the work completed, highlighting the tasks performed on the bike. This screen offers a detailed summary of the repair, including the completed work and any relevant notes from the mechanic. Unlike a basic invoice, it offers transparency into the work done, showing completed assessments and a customizable note from the mechanic for the customer. This ensures the customer is fully informed about the repairs, providing clarity and fostering trust in the service experience.
The Service Report provides a final overview of the work completed, highlighting the tasks performed on the bike. This screen offers a detailed summary of the repair, including the completed work and any relevant notes from the mechanic. Unlike a basic invoice, it offers transparency into the work done, showing completed assessments and a customizable note from the mechanic for the customer. This ensures the customer is fully informed about the repairs, providing clarity and fostering trust in the service experience.
The Service Report provides a final overview of the work completed, highlighting the tasks performed on the bike. This screen offers a detailed summary of the repair, including the completed work and any relevant notes from the mechanic. Unlike a basic invoice, it offers transparency into the work done, showing completed assessments and a customizable note from the mechanic for the customer. This ensures the customer is fully informed about the repairs, providing clarity and fostering trust in the service experience.
The Service Report provides a final overview of the work completed, highlighting the tasks performed on the bike. This screen offers a detailed summary of the repair, including the completed work and any relevant notes from the mechanic. Unlike a basic invoice, it offers transparency into the work done, showing completed assessments and a customizable note from the mechanic for the customer. This ensures the customer is fully informed about the repairs, providing clarity and fostering trust in the service experience.
To Recap
To Recap
To Recap
To Recap
The system begins with mobile-friendly booking, offering customers a smooth and easy way to secure their service appointment. From there, detailed assessments are conducted on desktop and tablet, allowing both customers and mechanics to stay aligned on the repair process. Finally, the workflow management ensures that the shop runs efficiently by assigning tasks and tracking progress across devices. The goal was to streamline the repair process, ensuring that the right information is captured and communicated to make every repair as efficient and clear as possible.
The system begins with mobile-friendly booking, offering customers a smooth and easy way to secure their service appointment. From there, detailed assessments are conducted on desktop and tablet, allowing both customers and mechanics to stay aligned on the repair process. Finally, the workflow management ensures that the shop runs efficiently by assigning tasks and tracking progress across devices. The goal was to streamline the repair process, ensuring that the right information is captured and communicated to make every repair as efficient and clear as possible.
The system begins with mobile-friendly booking, offering customers a smooth and easy way to secure their service appointment. From there, detailed assessments are conducted on desktop and tablet, allowing both customers and mechanics to stay aligned on the repair process. Finally, the workflow management ensures that the shop runs efficiently by assigning tasks and tracking progress across devices. The goal was to streamline the repair process, ensuring that the right information is captured and communicated to make every repair as efficient and clear as possible.
The system begins with mobile-friendly booking, offering customers a smooth and easy way to secure their service appointment. From there, detailed assessments are conducted on desktop and tablet, allowing both customers and mechanics to stay aligned on the repair process. Finally, the workflow management ensures that the shop runs efficiently by assigning tasks and tracking progress across devices. The goal was to streamline the repair process, ensuring that the right information is captured and communicated to make every repair as efficient and clear as possible.
Reflection
Reflection
Reflection
Reflection
Working on this project has been an enriching experience, from research to implementation. This is a real-world problem I’ve encountered in my own career. By applying UX principles and service design, I worked to bridge the gap between technicians and customers. The next stage would be to get some feedback from the mechanics and customers and see where it evolves from there.
Working on this project has been an enriching experience, from research to implementation. This is a real-world problem I’ve encountered in my own career. By applying UX principles and service design, I worked to bridge the gap between technicians and customers. The next stage would be to get some feedback from the mechanics and customers and see where it evolves from there.
Working on this project has been an enriching experience, from research to implementation. This is a real-world problem I’ve encountered in my own career. By applying UX principles and service design, I worked to bridge the gap between technicians and customers. The next stage would be to get some feedback from the mechanics and customers and see where it evolves from there.
Working on this project has been an enriching experience, from research to implementation. This is a real-world problem I’ve encountered in my own career. By applying UX principles and service design, I worked to bridge the gap between technicians and customers. The next stage would be to get some feedback from the mechanics and customers and see where it evolves from there.
