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Luke edited this page May 16, 2026 · 41 revisions

Unstuck

Unstuck is an app to let mechanics connect to other users in keeping track of request maintenance for their cars, knowing where to look to see what the problem is in their car, allowing the users to know which mechanic will be good to fix their problems, and creating a memorable experience within the app. In doing these things for the user, Unstuck will help them with their car needs and what mechanic will be best suited for the user.

UX Team Members

  • Kyle Mullen - Phase 1 Methods summary and Findings Summary, Phase 2 Methods, Findings, and Caveats summary, Analysis and evaluations, Phase 1 and 2 wireframes | Phase 3: Introduction, Methods, and Caveats, Prototype's page, Phase 3 Executive Summary
  • Nhat Anh Nguyen - Phase 1 Executive Summary & Intro & Findings, wireframes, main userflow | Phase 3: Evidence & Executive Summary
  • Lucas Cameron - Phase 1: Personas and Scenarios, Wireframes, Evaluations | Phase 2: Intro, Conclusion, Wireframes Page | Phase 3: Intro, Conclusion, Executive Summary, General Editing
  • Hector A.A - Phase 1 Conclusions & Caveats, Analysis and Evaluations, Wireframes | Phase 2: Executive Summary | Phase 3: Findings & Conclusions

User-Centered Design Artifacts

Phase I: Analyzing Users, Competitors, and Initial Designs

Executive Summary

Competitive Analysis:

  • Critical gap identified: users must choose between unreliable free advice or expensive subscription-based consultations
  • No existing solution offers transparent pricing, quality tracking, or flexible pay-per-use options

Heuristic Evaluation:

  • Evaluated against Nielsen's 10 usability heuristics
  • Major weaknesses: forced subscriptions, poor user control, lack of transparency, difficult cancellation
  • Interface prioritizes upselling over problem-solving

User Needs:

  • Paco (DIY enthusiast): Hits knowledge gaps mid-project when professional contacts unavailable
  • James (mechanic): Seeks supplemental income during downtime
  • Briella (non-professional): Needs cost transparency; fears being overcharged due to lack of automotive knowledge

Design Recommendations:

  • Transparent upfront pricing with pay-per-question option (no forced subscriptions)
  • Photo-first workflow for faster, more accurate diagnosis
  • Solution success tracking with refund guarantee
  • Easy exits at every step
  • Clear wait time expectations and expert credentials visible upfront

Initial Design:

  • 11-screen user flow
  • Interface prioritizes transparency, simplicity, and user control

Full phase I report

Phase II: Refining interaction and designing wireframes

Executive Summary

Interaction Refinement:

  • Focused on simplifying user flows based on Phase I data
  • Reduced problems navigating key tasks such as login, problem submission, and missing elements
  • Prioritized clarity, user control, and removing unnecessary steps

Wireframe Development:

  • Created wireframes to visualize new layouts
  • Added design functionality like entering credentials and expert feedback
  • Structured screens to support a step by step problem submission process

Improvements:

  • Streamlined dashboard for faster access to core features
  • Clearer categorization of problem types to reduce user confusion
  • Improved visibility of important actions
  • More consistent layout across all screens

Focus:

  • Transparency in user actions and system responses
  • Reduced cognitive load through cleaner layouts.
  • Faster task completion with fewer clicks and clearer pathways

Outcome:

  • A more refined user interface
  • Wireframes that serve as a base for prototyping
  • Stronger alignment between user needs and system design

Full phase II report

Phase III: Prototypes and User Testing

Executive Summary

Pilot Test:

  • A Pilot Test was conducted with real users to evaluate the prototype
  • Both qualitative and quantitative data were collected throughout the sessions
  • Findings revealed areas where Unstuck outperformed its competitor, particularly in simplicity and ease of initial navigation. However, tasks requiring multiple screen transitions exposed gaps in navigational clarity and button labeling that slowed task completion.

User Feedback:

  • The app was well received overall, with users responding positively to its clean design and straightforward request submission flow
  • Users identified opportunities for improvement, particularly around adding clearer navigation cues, more descriptive button labels, and onboarding guidance for first-time users. Several participants expressed confusion when moving between screens, suggesting that visual feedback and progress indicators would reduce friction.

Outcome:

  • Validated the prototype as a solid foundation for future development
  • Identified specific areas for refinement such as navigation structure, user feedback during task flows, and onboarding, based on direct user feedback
  • Established a clearer picture of user needs to guide the next phase of design, with a focus on reducing the number of steps required to complete core tasks

Full phase III report

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