XShield Tints
User Experience Design
In this project, our team selected a Vancouver-based local business as our client. Our goal was to help them expand their services and improve profitability.
Design Process
Research & Analysis
We created an initial research report to understand the client’s service direction and business scope.
Interviews
We conducted interviews with the client to learn about their pain points and motivations, and to understand how their services connect emotionally with their customers.
Persona Development
We developed personas representing different user groups and visualized how each segment interacts with the client’s services.
User Journey Mapping
We created user journey flows to understand how customers interact with the business from start to finish, helping us identify emotional peaks and service gaps.
Final Design
We improved key touchpoints on the client’s website based on our insights.
Challenges
Unable to Access End Users
During the entire project process, we were unable to directly access the client’s real customer groups. This was impossible because the users did not want to be contacted.
Instead, we conducted multiple interviews with the business to understand what they believed their users needed.
Balancing User Experience and Business Profitability
Since we could not speak directly with the end users, our design decisions had to rely heavily on the client’s business goals, prioritizing profitability, efficiency, and operational feasibility.
To reduce bias, we supplemented with industry reports, competitor analysis, customer reviews, and data trends. Finally, we attempted to align “user value” and “business value” to achieve a balance.
Solutions
Research
&
Ethnographic Research
To validate our design, we strengthened our qualitative research through on-site observation.
Shadowing Employees
We participated in observations, analyzing the business workflow and service pain points.
Consumer Behavior Research
We conducted third-party research using online reviews and industry reports to understand consumer needs and behavior trends.
Enhanced Booking
We improved the booking flow to make the process smoother and reduce friction when contacting the business.
QR Code System
A QR-code-based solution that helps users access support, maintenance information, and post-service instructions more easily.
Website
A redesigned website that allows customers to quickly access information.
Key Insights
Even though we could not reach real users, these research methods allowed us to understand deeper motivations, needs, and frustrations.
Interviews
Interview with the Business Owner
We interviewed the owner to gather first-hand insights about user behaviors, needs, and major frustrations.
Findings
We learned what customers were most concerned about and how the business currently communicated with them. We also realized:
– Our initial solutions were too complex
– Early concepts were theoretically meaningful but operationally unrealistic
– The design scope was too broad and lacked prioritization
Design Goal Changes
Original Design Focus
We initially aimed to solve the company’s challenge of lacking an online booking system and digital presence. Our goal was to refine XShield Tints’ booking experience and make it easier for customers to find the business.
Revised Design Focus
After understanding the client’s deeper needs and challenges, we reframed the goal to enhance the user experience while simultaneously supporting business growth.
Design Justification
How Our Design Meets the Goal?
Building TrustWe showcased reviews, user stories, pricing transparency, and real installation cases to reinforce trust.
Improving Communication
We provided clearer and more direct contact pathways, allowing users to reach the business more easily.
Supporting Decision-Making
We offered strong visual cues, detailed service descriptions, and an FAQ section to help users feel confident choosing the right service.
How Our Design Helps the Business?
Improved ConversionA more intuitive booking flow encourages more users to schedule appointments.
Reduced Customer Service Load
FAQs and transparent pricing reduce the need for repeated consultations.
Stronger Customer Retention
Clear communication and a professional website create long-term trust.
Final Outcome
