REPAIRSOLUTIONS2 MOBILE APP · UX Research Study
Rediscovering our users through mix-methods research.
I defined opportunity areas with qualitative and quantitative behavioral insights.
ROLE
Lead UX Designer
TIMELINE
2 months
TEAM
Product · Eng · Data
SCOPE
Methods → Insights
Study Overview
Strategy
I started with 3 Hypotheses about DIY repair and maintenance behavior — These informed the strategy and questions asked.
How I led
Working with another UX designer and Business Analyst, I defined our strategy and goals for this research effort.
Methods
Qualitative user interviews combined with Quantitative survey data to identify behaviors and confirm direction at scale.
Outcomes
Directional insights for the product and business teams, prioritized by signal strength.
Methods
Hypothesis Evaluation
Behavioral data from the interviews supported the research hypotheses and clarified their role in the experience.
HYPOTHESIS 1
The decision to do something yourself is largely based on access to resources.
EVIDENCE
Partially Supported
All interview participants indicated they would attempt more DIY work if they had more resources — but the hypothesis understates how much the financial calculus drives the initial decision.
HYPOTHESIS 2
The decision to do something yourself is largely based on access to resources.
EVIDENCE
Supported
Most indicated the majority of their DIY jobs didn't involve scanning the vehicle — surveys confirm this at scale.
HYPOTHESIS 3
Most people alter between doing things themselves, and taking things to a shop.
EVIDENCE
Supported
Mental blocks, such as safety and job complexity result in hard lines for most users — EX: "I won't touch anything to do with electrical."
Themes Identified
Cross-analyzing the interview and survey results uncovered strong signals for the product's direction.
THEME
Repair guidance gap after scan
SIGNAL
Very High
DIRECTION
Build repair step walkthroughs + how-to video links directly in the scan report flow.
THEME
Maintenance Tracking is missing
SIGNAL
High
DIRECTION
Build a persistent vehicle service log. Auto-populate from scans. Allow manual entries.
THEME
Broad DIY scope beyond OBD
SIGNAL
High
DIRECTION
Create non-scan entry points: maintenance schedules, symptom checker, and general
Directional Insights
I translated the research findings into prioritized, actionable insights for the the business and product teams.
P0 - Must Build
Close the Repair Guidance Gap
Help users actually complete the repair by providing them with guided steps, troubleshooting and resources.
Upgrade the Parts Experience
Save them time and money by confirming which part to replace and fitment when purchasing.
P1 - High Priority
Symptom-Based Diagnosis Entry Point
Help users diagnose non-dash light related problems.
Digital Service Log
Let users track services for better repair visibility.
P2 - Improve
Report Readability & Layered Language
Make it easier to understand and digest complex diagnostics.
Broader DIY Reach Beyond OBD
Maintenance, predicted repairs and aesthetic modifications.
What I learned
Strategy & Leadership
Factoring in time, budget, resources and business goal, I defined our approach, working cross-functionally to execute and analyze the research.
Going Forward
Show mature self-awareness: what you would change, what surprised you, and how the work shaped your future practice.