SERVICE PURPOSE, USER JOURNEY & FIRST STEP
The purpose of this service is to focus on the onboarding journey for a much wider user base than before, which current vehicles fail to highlight. Through the system, we aim to give users a chance to try out the system for some time, after receiving an introduction and mandatory tutorial around its capabilities, its limitations, how to properly understand its intentions through custom-designed sounds, and the proper course of action for these specific situations. This is done to help users who find it hard to stay updated with the latest technologies.
The service itself is composed of two parts -
Part 1: NIO onboarding,
A well-designed beginner journey in-car to help the user fully adopt the 30-day beginner journey, which is enhanced with a report function in the current NIO APP after each self-driving ride to help users trace logs of the systems in case of doubts or confusion during the trips.
Part 2: NIO APP community,
Utilizing NIO’s current app as a base, the community function allows users to share their concerns and experiences for a better, safer self-driving adoption journey, as well as build up good feedback dynamic for the autonomous service.
However, this is more of a secondary improvement, as the community function already exists, and our primary focus is around the NIO onboarding experience.
To be sure that the service was as effective as possible, we designed it to take place during the four main steps of a user’s autonomous onboarding experience, from its first introduction to the more advanced uses further along with the driver’s experience. These four steps are Arrival, Training, Early Experience, and Integration/Formation. This brief user journey is meant to give an idea of how users will interact with these various steps, and how this will affect their experience.
STEP 1: ARRIVAL
At the start of the journey, the user has just purchased their new NIO car and downloaded the smart APP to preview all system necessities of their car before it is delivered, also allowing the future driver to activate their NIO ID and give the car a unique name. On the delivery day, the user receives a message which informs them that their car is at the door. The user receives the vehicle and boards the car for the first time and starts the engine. After being activated, the car speaks to the user via the central screen and the small robot NOMI. They take an extremely informal tone and give choices to the user, such as: do you want to know me? Its wants to introduce you to all its capabilities and basic handlings. The user is thus presented with the possibility and is introduced to these new functions.