3 min read
1. Introduction
There were several scenarios where direct communication between vehicle owners was crucial—such as resolving parking conflicts, alerting someone about their vehicle, or verifying ownership. However, no direct communication channel existed, leading to inefficiencies and missed opportunities.
We have implemented a chat feature to eliminate communication gaps between ParkSmart users. Without a direct way to interact, resolving parking conflicts and verifying ownership was inefficient. This feature fosters a connected ecosystem, streamlining interactions and making parking management more seamless.
Company
ParkSmart
Type
New Feature
Platform
Mobile Application
Year
2024
2. Discovery
The journey of the Vehicle Owners Chat Feature began with a discovery phase driven by user interviews, internal assessments, and industry trends.
Key Insights from Discovery:
3. User Persona
To design the right solution, we first had to understand who we were solving for. Two key user types emerged: security guards, who face the pressure of resolving parking issues without the right tools, and vehicle owners, who want quick, hassle-free communication when problems arise.
4. The Problem
Imagine this: A car is blocking another vehicle in a busy parking lot. The frustrated driver approaches the security guard for help. The guard walks around the vehicle, but there’s no way to identify or contact the owner—no visible information, no access to a support number, just a parked car causing chaos.
"There’s no seamless way for users to connect with vehicle owners in a shared parking ecosystem — whether it’s for resolving issues, verifying ownership, or sending important messages"
Recognizing this gap, we saw an opportunity to innovate and introduce a dedicated ecosystem that connects all ParkSmart vehicle owners. This new feature aims to streamline interactions, enhance user experience, and create a more connected and efficient parking network.
5. Design Iterations
After identifying the communication gap and understanding the needs of security personnel, vehicle owners, the Team conceptualized a solution: a Vehicle Owners Chat Feature.
The proposed solution aims to eliminate communication barriers by allowing users to reach vehicle owners.
User Flows
1. Accessing the Chat Feature
Users can go to the services tab after login into ParkSmart and tap on Vehicle Owners Chat. In the homepage of chats there will be two ways to chat with the vehicle owners.
Manually Entering the Vehicle Number
Scanning the ParkSmart RFID Tag QR Code
2. Manually Entering the Vehicle Number
Users can find the tag in the vehicle and they can scan it.
3. Scanning the ParkSmart RFID Tag QR Code
Users can find the tag in the vehicle and they can scan it.
4. Homepage & Chat Screen
Users can find the tag in the vehicle and they can scan it.
5. Additional features
To ensure a safer and more user-friendly experience, users can Block, Mute, or Share Contact directly from the chat. A confirmation sheet appears for each action, preventing accidental selections and giving users complete control over their interactions.
Preview of the Feature
6. Conclusion
After pushing the redesigned Services Page live, we saw positive user feedback and improved service discoverability. Users found it much easier to access key features, leading to a smoother in-app experience.
From a business perspective, the redesign was well-received by major stakeholders, as it not only improved usability but also made the platform more scalable—allowing new features to be integrated seamlessly within the same design language.
Impact
After launching the Chat with Vehicle Owners feature, we saw a 10.7% increase in MOU, and daily usage stabilized at 40–50 active chats/day. The new interface made communication intuitive and fast—leading to faster conflict resolution, reduced dependency on support, and a more empowered user base.
