Camping World
Inspection App
Business Analyst
Background
Opportunity
Camping World offers RV consignment to individual owners. Previously a seller would have to commute a significant distance to get their RV inspected as part of their valuation process. Due to some friction in this process, Camping World has decided to offer mobile RV inspections via a third party service.
Solution
Create a mobile and tablet app that a third-party vendor can use to accept or manage RV inspection requests. This app would have to digitize the paper documents that are usually used and educate these non-Camping world employees how to properly conduct this process. The main devices this will be used on are tablets and mobile phones.
My Role
I was tasked with learning how the RV consignment process worked in order to refine the process to just the most needed parts. After that I had to map out a digital route, then create the wireframes and final designs for the app that would launch later the same year.
Final Results
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Wireframes
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The Process
Strategy
- Subject Matter Expert Interviews
Design
- UI Design
Understand Current Process
Camping World offers a variety of services, but most of those processes are still on paper. A major component of the consignment process was based around how a sales associate would use a trade appraisal form to perform an inspection. Being that a traditional appraisal can take a couple hours, Camping World asked me to browse this form and condense it if possible.
Being that I am not an expert at this, I scheduled meetings with Trade Managers to assess these questions to see how we can make it fit within an hour session. The mobile inspections are limited by not only a shorter time, but also vendors who's training may not be aligned with how Camping World usually operates.
Trade Appraisal Form
We facilitated these subject matter expert interviews everyday for about a month as we went line item by line item to figure out what's needed the most. Typically this work is done by a Business Analyst but being that I have prior experience with gathering requirements I decided to own this part of the process as well. It was a very interesting aspect of this project, but the information was so dense I had to make multiple tabs for each section.
UI & UX Dual Design Flow
Even though Camping World has their own design system, they asked for the app to incorporate design elements that don't exist in their current library. For this I was partnered with a UI Designer due to me already having to wear two hats as a UX Designer and a Business Analyst as the wireframes were being made. I would create visuals than show them to CW's Head of Design before getting further feedback from the subject matter experts. As I would get approvals for the function, I would create the new visuals and have those feedback sessions from the developer team.
Wireframes
With all of the requirements gathered and the internal stakeholders ready for some visuals from all of our interviews, it was finally time to wireframe! This is the last phase of my work, but I did meet with developers as they began working on the high fidelity screens after my partner finished that part. Below this section shows some of the Figma file I organized for both myself and the developers with my usual annotation.
Home
This dashboard is the first thing a third-party vendor will see after they login. Here is their command center since they have the ability to see appointments they can assign themselves to. There are also sessions to manage upcoming appointments or update in-process sessions.
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Working with two different types of mobile devices was as easy as one, but matching visual consistency was a slight challenge.
Appointment Details
Inspection Form
Final Results
After I finished all my wireframes, the next phase was to bring those barebones wires to high quality designs. Once the high fidelity designs were approved, I moved on to socializing the final product with an off-shore development team.
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Conclusion
This project required not only typical UX skills but also some flexibility as I was a Business Analyst in the beginning part. Being able to go through discovery and artifacts for requirement gathering was challenging but very rewarding. I felt like I was turning into a Subject Matter Expert myself as I was teaching people about the RV consignment process. The final design came out clearly, with a nice flair of something new. Camping World launched this app in November 2023 and they plan on possibly enhancing this app for their tow truck vendors who will be in charge of picking up prospective RV purchases. This app has increased the amount of cosignment requests Camping World has received significantly, and it also reduced the amount of in-person friction that came with in-store only inspections.