Mercedes-Benz
INFOTAINMENT SYSTEM
Mercedes has always been a leader in the automotive sector and the comfort and design of its cars are distinguished from other brands. This company sells about 2.4 million cars per year and has always had a large catchment area. A coherent, convenient and intuitive information system has been developed to reflect the brand value of the company and to guarantee driver safety.
My role
UX/UI Designer; Developed and maintained a design language across desktop and mobile devices; User research; Prototyping.
Date
January 2022 – May 2022
Process
We followed the double diamond system as the key process of the project. The first step was to conduct a survey of mercedes users and ask what problems they had experienced with previous systems. The customers’ driving habits were studied so that we were able to develop a tailor-made system. After synthesising the stimulating insights from the survey and interviews, we defined the problem and moved on to the design phase. From sketches to fidelity prototypes, we gradually created the first version of our infotaiment system. Finally, we conducted usability tests and iterated more based on the feedback received.
DISCOVERY
User needs
The problems to be solved are many, the first of which is to reduce driver distraction while driving, but guaranteeing maximum functionality with just a few actions. According to Statista, more than 70% of road accidents each year are due to driver inattention. Some of the functions the project focuses on are aimed at saving petrol, of which the price increases by more than 13% each year. Other related issues were to maintain the brand value of the company while adding new functions. Finally, what the customers wanted was more interconnection between the car and the driver.
DISCOVERY
design Goals
To solve these problems we have developed new car functions including: Personalised voice control that is able to recognise the driver’s voice, even in noisy or confusing situations; The refuelling suggestion system that is able to automatically select and insert the cheapest petrol station in the area; Route customisation, with the possibility of adding stops; and finally the virtual key that increases the vehicle’s connection with the owner via the mercedes app. All these functions are summarised in a single objective: to personalise the vehicle for the driver in order to guarantee a unique driving experience.
DISCOVERY
research method
We started the research process by analysing the sector, so we conducted thorough market research in order to know the field in which we were going to work.
Subsequently, through the swot analysis we got to know all the characteristics of mercedes as a brand, so that we could recognise every strength and weakness, which is fundamental to understand what to focus on.
Finally, we turned to Mercedes’ long-standing customers and conducted numerous interviews in order to understand their needs and requirements.
DEFINE
Persona
DEFINE
Information Architecture
DEFINE
low-fidelity Wireframes
DEFINE
Design System
I approached our design system in an atomic way, creating atoms, molecules and organisms that build on each other. Our goal was to establish a system that would be efficient for users to use but also intuitive, and at the same time digestible to develop the system in Unity. Being aware that this had to integrate with an existing and renowned brand, we were meticulous in our documentation of the system, and strategically built organism-level components in a way that could be used in accordance with the company’s own brand value.
Develop
Navigation
The navigation system was adapted to the most common customer needs in order to solve certain problems encountered. First and foremost is the customised route, which allows stops to be added to a route and automatically adapted to traffic and convenience. The navigation mode also allows a petrol station to be entered as an automatic stop when the petrol level is low and the most convenient one will be chosen. Finally, the entire navigation system can be controlled by voice or gesture and has been created to be intuitive and quick to use for the driver.
Develop
Connectivity
In order to ensure a more inclusive consumer experience, the vehicle’s connectivity system has been implemented and is now at the customer’s fingertips. By means of Bluetooth, all data on the mobile phone, including call logs, contacts or messages, are automatically transferred to the car so that they are continuously updated. A user-friendly Mercedes app has also been developed to provide additional benefits for drivers. Through the app the driver can check the position and status of the car and can send the virtual key to the chosen contacts in order to open the car even without the physical key.
Develop
Telephone
Driving calls are very frequent, so we have developed quick and intuitive call systems. By connecting the phone to the car, the entire call log and phonebook will be imported, so you have all the data at your fingertips. We have developed a swipe-up call system, with an easy gesture you can call any contact, we calculate that this move takes less than 0.2 seconds to make so it reduces driving danger and distraction. On top of that, the whole system can be operated via voice commands that are customisable and easily recognise the driver’s voice.
develop
user testing
To evaluate this prototype, I conducted an **unmoderated task-based remote usability study** with 26 participants. This was followed by a qualitative survey that asked participants to describe their thought process while performing tasks.
Here is a brief overview of the process:
- Explain the concept behind the application to the users.
- Asking them to perform the reference tasks one by one.
- Asking for feedback after each task about what went well and what didn’t.
- Analysing test results to find patterns within the data.
- Iterate the design based on new insights.
I gathered a mostly positive response to the prototype. Participants were able to perform the benchmark tasks with ease, and the survey allowed us to obtain qualitative data on users’ thoughts while using the app. Finally, we drafted small changes to finalise the system according to more specific user needs.
I realised that users often use manual rather than voice control while driving, so we focused on making gestures quick with simple layouts. We then made the latest changes in terms of design.
I learned that users respond very well to personalized data and lifestyle, and looking at specs heavy tools like Build & Price, we needed to inject more customization and guidance into the flow help the user see their prospective house come to life.
user testing
Once the final product was completed, I selected some of the most important feedback. The time it takes for the user to perform a driving action is about 0.2 seconds, compared to the previous 3.2 infotainment system. In addition, our tests have shown that voice control recognises the driver’s voice 98% of the time and intuitively understands the commands to be executed. 2 out of 3 people have used the mercedes app and consider it useful above all with regard to car safety.
Learnings
- Creating a new system in an existing product while leaving the brand style intact.
- Create a product by analysing the customer’s needs based on their past experiences with the same brand.