Shop Research
Last updated: 1. Jan 2026
To understand the contradicting reviews amongst users and define potential issues, our team delved deeper into the main functions and key features of Shop.
Main Features
Task Analysis
We performed a hierarchical task analysis to understand four key Shop tasks, identify potential pain points, and validate them through usability testing.
I learned that paper instructions failed to communicate key installation details that were difficult to convey through images alone. In some cases, installation and pairing were handled by two different people: one focused on installing the hardware, while the other handled pairing through a laptop dashboard needed to confirm proper setup.
Interviews
Afterwards, we conducted interviews, to learn about installers experiences, and understand how our team could support and enhance their experience.
Some installers mentioned it was a matter of “getting used to it,” while others said easy access to videos would help when they got stuck on specific steps.
Pain Points
Unclear Instructions: Written instructions failed to highlight key installation steps, leading to incorrect setups and inaccurate sensor data.
Pairing Inefficiency: The pairing process needed major improvements. Mass pairings weren’t possible, VINs had to be entered manually, and installers couldn’t see which sensors were already installed.
Dashboard Access: The dashboard could only be accessed from a computer, which meant installers had to bring their laptops for basic tasks like checking sensor status or completing the pairing process.
Redesigned Process
The improved flow helps installers quickly check sensor and vehicle status, confirm compatibility, and move through installation, pairing, and baseline steps more efficiently.
Information Architecture
Following, I created an IA artifact to map out all the screens/features we needed, and to ensure we weren't missing anything in the process.
User Flow
After compiling all the information that was needed for each feature/phase, I put together a small user-flow that reflected the screens and ideas from the sketched flow
Conclusion
What began as a request to update installation instructions revealed deeper gaps in the installation and pairing process, ultimately leading to the creation of the RideCare Go app.
