UX Case Study: Lenard Kone

Modern
Infotainment

Redesigning the In-Car Experience

Redesigning the Digital
In-Car Experience

DURATION

3 Months

ROLE

Solo Designer,

Interviewer

SCOPE

UX Research,

Motion & UI Design,

Usability Testing,

Prototyping

OVERVIEW

Current automotive infotainment systems suffer from poor usability. This project addresses common user frustrations, such as complex phone pairing and navigation, by developing a more intuitive and practical alternative. My process involved synthesising feedback from user interviews and market research to define the core problems and design a user-centric solution for today's vehicles.

High Fidelity Interface Design

Project Timeline

During the winter months of 2020 I began planning out the project to stay on track with the deadline of my submission for University applications. You can see the timeline above of how I broke down my design process.

Ideation
Process

Ideation Process

Instead of jumping directly into design, I began with in-depth research to develop a comprehensive understanding of existing usability challenges. This foundational work was crucial for defining the project's core problems and scope. This structured approach ensured that the final design was not just an aesthetic exercise, but a well-defined solution addressing validated user needs.

Research
Process

Research Process

My 2020 analysis is grounded in both qualitative and quantitative research. Primary data was gathered through user interviews, while secondary data was derived from authoritative industry sources. Key publications from J.D. Power, particularly their annual Initial Quality Study (IQS), and consumer surveys from Consumer Reports formed the basis of my investigation into prevalent infotainment issues.

Infotainment is the #1 Problem Area

Summary and ideation

Multiple sources, including J.D. Power and Consumer Reports, cite in-car electronics as the top reason for complaints about new vehicles.

They are the "biggest negative" for owners in the first 90 days of ownership (J.D. Power IQS).

Infotainment-related issues are disproportionately represented in overall vehicle problems. One report notes that 5 of the top 10 most prevalent car issues are related to infotainment.

Specific User Complaints & System Failures

Summary and ideation

Poor Voice Recognition: The top problem in the 2018 J.D. Power IQS, with users reporting it "has many errors" or "falls on deaf ears."

Bluetooth Connectivity: Frequent issues with phone pairing and maintaining a stable connection was the second-highest problem. Poor audio quality over Bluetooth was also cited.

Unresponsive & Unintuitive Interfaces: Touchscreens that are slow to respond, freeze, or go blank are a major complaint. Users also find controls and menus confusing, even for simple tasks like adjusting climate control.

Navigation System Flaws: Inaccurate GPS instructions and systems that are difficult to use are common problems. This is significant given that a survey showed only 3% of drivers go without any form of GPS.

System Malfunctions: A Consumer Reports survey found that one-third of respondents experienced at least one system malfunction, such as a frozen touchscreen or failed voice command.

Challenges with Learning and Usability

Summary and ideation

A significant percentage of users find the systems difficult to learn. A Consumer Reports survey revealed that 60% of respondents had problems learning to operate the system within the first few weeks.

Age is a major factor in usability. The same survey found that 70% of drivers aged 65 and older reported difficulty, compared to just 37% for drivers aged 18-44.

Android Auto and Apple Carplay are often poorly integrated with the rest of the vehicle's hardware, failing to show information (e.g., audio details) on other available car displays.

The Problem

Current infotainment systems frequently undermine the driving experience. They suffer from inefficient design, making simple tasks like navigating menus or adding a waypoint unnecessarily complex. Searching through media libraries is time-consuming, and outdated navigation maps can lead drivers astray. Furthermore, unreliable voice recognition and cluttered interfaces packed with redundant features force drivers to divert their attention from the road, making it difficult to perform even basic actions like connecting to Bluetooth or adjusting settings.

Opportunity

There is a significant opportunity to create a safer and more efficient driving experience by developing an intelligent and intuitive infotainment operating system. By focusing on a distraction-free, voice-first interface, we can streamline the user's interaction with the dashboard. This reimagined system will simplify common tasks, maximize efficiency, and ultimately improve the connection between the driver and the vehicle. While this project is an iterative improvement on current systems, it lays the groundwork for a fully realized, advanced automotive interface.

Research Update
2025

Research Update - 2025

As of 2025, user frustration with infotainment systems has intensified and become more complex. While basic screen technology has improved, the industry-wide push for massive touchscreens, removal of physical buttons, and deeper, more complicated software integration has led to a decline in overall new vehicle quality, according to recent studies. The core problem has shifted from simple connectivity issues to fundamental software instability, poor user interface design, and driver distraction. The most reliable systems are now often the simplest, while feature-rich, screen-dominant systems are the most complained-about.

User Personas
and Audience

User Personas and Audience

I came up with two different personas based on my research findings. They encapsulate the pain points of modern infotainment systems and what the users ideal experience would be. It helped me clarify what specific aspects of the experience and features to focus on. Going back to these throughout the design process proved to be very useful.

Name
Johnathan Briggs
Occupation
Financial Advisor
Age
48
Gender
Male
Backstory
A 48-year-old family man who values safety and quality. He is a car enthusiast but finds modern infotainment systems overly complex and a step down from a true luxury experience.
Frustrations
Inaccurate voice commands that require manual correction.
Distracting, multi-step processes for simple tasks in navigation
Slow, lagging hardware and a clunky user interface.
Motivations
To ensure his family's safety and comfort on long journeys. He wants to control car functions efficiently without being distracted from the road and desires a premium, integrated experience without relying on his phone.
Ideal Experience
A highly efficient and responsive system with simple, direct controls. He wants to manage navigation, media, and settings with an ease that feels genuinely premium and safe.
Name
Dr. Anya Sharma
Occupation
Pediatrician
Age
34
Gender
Female
Backstory
A 34-year-old Pediatrician with a busy schedule. As a digital native, she expects her car's technology to be as smart, fast, and seamlessly integrated as her phone and other devices.
Frustrations
Cluttered user interfaces with confusing submenus.
Unreliable voice recognition, especially in noisy environments.
Poor integration with her digital apps and calendar.
Unstable Bluetooth connectivity.
Motivations
To maximize efficiency during her daily commute. She needs to manage her schedule, calls, and media safely using voice commands and wants a car that feels like a modern, connected device.
Ideal Experience
An intelligent, proactive system with a minimalist design and flawless voice control. The car should integrate seamlessly with her digital life, making her commute feel productive and effortless.

Name
Johnathan Briggs
Occupation
Financial Advisor
Age
48
Gender
Male
Backstory
A 48-year-old family man who values safety and quality. He is a car enthusiast but finds modern infotainment systems overly complex and a step down from a true luxury experience.
Frustrations
Inaccurate voice commands that require manual correction.
Distracting, multi-step processes for simple tasks in navigation
Slow, lagging hardware and a clunky user interface.
Motivations
To ensure his family's safety and comfort on long journeys. He wants to control car functions efficiently without being distracted from the road and desires a premium, integrated experience without relying on his phone.
Ideal Experience
A highly efficient and responsive system with simple, direct controls. He wants to manage navigation, media, and settings with an ease that feels genuinely premium and safe.
Name
Dr. Anya Sharma
Occupation
Pediatrician
Age
34
Gender
Female
Backstory
A 34-year-old Pediatrician with a busy schedule. As a digital native, she expects her car's technology to be as smart, fast, and seamlessly integrated as her phone and other devices.
Frustrations
Cluttered user interfaces with confusing submenus.
Unreliable voice recognition, especially in noisy environments.
Poor integration with her digital apps and calendar.
Unstable Bluetooth connectivity.
Motivations
To maximize efficiency during her daily commute. She needs to manage her schedule, calls, and media safely using voice commands and wants a car that feels like a modern, connected device.
Ideal Experience
An intelligent, proactive system with a minimalist design and flawless voice control. The car should integrate seamlessly with her digital life, making her commute feel productive and effortless.

navigation

media

my vehicle

communication

Information
Architecture

Research and user personas

Building the information architecture was a meticulous but essential process. Lacking extensive prior experience with in-car systems, I started by conducting a thorough, hands-on analysis of my family's BMW 'Connected Drive'. I mapped its core functionalities and compared them with systems from other manufacturers to establish a baseline. Instead of getting lost in deep submenus, I deliberately focused on the high-impact features that presented the most significant user problems. This research allowed me to build a defined and logical information structure tailored to my system's goals.

Ideation
& Sketching

Ideation and Sketching

The design phase began with some basic sketching to explore efficient layouts for displaying information. A key insight from this initial step was that a larger screen was essential to reduce interaction complexity for the user.
These concepts were translated into low-fidelity wireframes, which helped clarify the user's journey through the product. This process was invaluable, as it exposed early errors in the information structure that were not immediately obvious. Identifying these issues compelled me to revise the concepts, ultimately leading to a more logical and user-friendly layout. This iterative cycle underscores the importance of early wireframing in building a solid design foundation.