I led the 0-to-1 launch of the checkout experience for software upgrades in the Rivian app.
My role
Team
Stakeholders
Director, UX Digital Design
Associate Creative Director, Commerce
Chief Software Officer
Chief Design Officer
Background
As Rivian's in-vehicle software team explored the idea of offering software upgrades to the vehicles, we needed a way to explore and buy on the mobile app and in the vehicle.
Goals
Design a 0-1 cross-platform experience for owners to see available upgrades and buy them.
This place should also serve as a place to manage purchased upgrade subscriptions.
Discovery
Find clarity in ambiguity
We were asked to begin designing the experience before the actual softwares were finalized. This meant that we were designing in a sea of ambiguity and had to ask hard questions to our software leadership team. I started by outlining what we know (from data and users) and what we don't know and need answers to.
Content blocking
Because there was so much we didn't know, I explored a content blocking diagram to outline all the pieces users would expect in the experience. This also helped with information architecture.
Outline cross-platform journey
Consistentcy
In this step, I mapped out the user flow across all relevant platforms to ensure a seamless experience. By outlining key interactions and transitions, I identify opportunities to optimize usability and maintain coherence throughout the product ecosystem.