Heuristic Evaluation Tesla Model 3 app

I performed a heuristic evaluation for the Tesla Model 3 app. One of the main benefits of conducting a heuristic evaluation on an app is that it does not require any users because users are expensive and time is money. This analysis could be conducted by any usability expert or a researcher at any place.

Analyzing reviews from both the Apple Store and Google Play, users are quite satisfied in general terms with the app. From the point of view of user experience, both the vehicle interface and the smartphone app, are examples of a satisfactory user experience.

What are the main features of the app?

Keyless Driving
Unlock and drive the car without the key.

Schedule Service
Schedule a service appointment for the car and stay updated through the app or SMS updates.

Range Status
Check the current range and receive notifications of the car’s charge status.

Climate Control
Remotely turn on the climate control system.

GPS Location
Never forget where have parked with GPS location features.

Valet Mode
Restrict access to the car by hiding all personal data from the touchscreen, limiting maximum speed and performance and locking the front trunk and glove compartment.

Referral Program
Share the unique referral link with potential owners to earn exclusive rewards when they purchase a car.

The Tesla app puts owners in direct communication with their vehicles anytime, anywhere. With this app, they can:

• Check charging progress in real time and start or stop charging
• Heat or cool the car before driving — even if it’s in a garage
• Lock or unlock from afar
• Locate the vehicle with directions or track its movement
• Send an address from the favorite apps to start navigation in the car
• Allow the passengers to quickly control media
• Flash lights or honk the horn to find the vehicle when parked
• Summon the vehicle out of the garage or a tight parking space (for vehicles with Autopilot)
• Update the vehicle software from wherever you are

I have decided to develop a heuristic analysis of the Tesla Model 3 smartphone app because I have looked for a lot of information about this topic but I have not been able to find hardly any written cases about it.

Have Tesla users been at the center of the design process?

The main idea of user-centered design is to keep the user in the center. Design must be based on understanding of users, their goals, needs and contexts of use.

“Usability is about people and how they understand and use things, not about technology”. Steve Krug.

Let’s see if the Tesla UX Design team, when designing the smartphone app that controls their products, have managed to offer a system that understands the needs of its users.

I must say that it seems to me a complicated task, Tesla products have many customization options and simplifying them so that any type of user can understand them is difficult.

Evaluation criteria for this case study

A heuristic analysis is a technique to evaluate the usability of a system of interfaces and processes by an expert, based on the principles of the discipline of Human-Computer Interaction. This technique is perfect for understanding the current state of a product and identifying basic problems.

To develop this study I have decided to use Nielsen’s 10 heuristics.

1. Visibility of system status

The system should always keep users informed about what is going on, through appropriate feedback within reasonable time.

This would be the case if the phone did not work as a key, the system offers possible solutions to this problem.

Heuristic Violated: No

2. Match between system and the real world

The system should speak the users’ language, with words, phrases and concepts familiar to the user, rather than system-oriented terms. Follow real-world conventions, making information appear in a natural and logical order.

As shown on this screen, the users can appreciate the state of their vehicle, even if a door is open and they are not near the car. They can check if the vehicle is stationary, the location, the remain range, interior temperature, etc. The labeling of the menus follows real-world conventions and the structure is set in a natural way.

Heuristic Violated: No

3. User control and freedom

Users often choose system functions by mistake and will need a clearly marked “emergency exit” to leave the unwanted state without having to go through an extended dialogue. Support undo and redo.

This screen is a great example to show that Tesla offers the users control and freedom in the system. On the first screen, it informs the users that an update is available for their vehicle, then, if the users decide to update, it informs them that it will take about 25 minutes to complete and that during that period of time the vehicle cannot be used and the alarm, if connected, will not work. The third screen shows how, if the users have decided to update, it tells them what time the update will start and allows them to cancel it.

4. Consistency and standards

Users should not have to wonder whether different words, situations, or actions mean the same thing.

In these three cases of access to functionalities, it is shown how the interaction structure always remains the same and it is easy for the users to recognize where they are and how to return to the dashboard. The design maintains consistency standards for design and labeling.

Heuristic Violated: No

5. Error prevention

Even better than good error messages is a careful design which prevents a problem from occurring in the first place. Either eliminate error-prone conditions or check for them and present users with a confirmation option before they commit to the action.

This would be the modal warning window that would appear if the users chose to open the front trunk. As it is possible that in some occasions this option is chosen by mistake when the users are not near the vehicle, the system informs previously to be able to undo the option.

Heuristic Violated: No

6. Recognition rather than recall

Minimize the user’s memory load by making objects, actions, and options visible. The user should not have to remember information from one part of the dialogue to another. Instructions for use of the system should be visible or easily retrievable whenever appropriate.

Relating remote charging options to nearby superchargers brings together similar tasks and makes the users not have to disperse looking for similar information.

Heuristic Violated: No

7. Flexibility and efficiency of use

Accelerators — unseen by the novice user — may often speed up the interaction for the expert user such that the system can cater to both inexperienced and experienced users. Allow users to tailor frequent actions.

The use of this app as we are seeing is quite efficient and simple in itself. Still, there are little shortcuts like access to the upper screen with charging options can be done both from the charging menu and from the dashboard by clicking on the range status.

Heuristic Violated: No

8. Aesthetic and minimalist design

Dialogues should not contain information which is irrelevant or rarely needed. Every extra unit of information in a dialogue competes with the relevant units of information and diminishes their relative visibility.

The Look and feel of the app help users to quickly navigate from one item to another. It also follows basic standards of visual design that is focused on the essentials. The system is created to communicate, not to decorate.

Heuristic Violated: No

9. Help users recognize, diagnose, and recover from errors

Error messages should be expressed in plain language (no codes), precisely indicate the problem, and constructively suggest a solution.

When the application fails to connect to the vehicle there is no error message that shows any suggestions on how to act to the users. The icons are disabled and the only information that appears is when the last connection to the vehicle was made.

Heuristic Violated: Yes

10. Help and documentation

Even though it is better if the system can be used without documentation, it may be necessary to provide help and documentation. Any such information should be easy to search, focused on the user’s task, list concrete steps to be carried out, and not be too large.

The Tesla app offers help and tutorials through simple and clear videos on the topics that could cause the most problems for users and also offers access to support.

Heuristic Violated: No

Heuristic analysis positions the Tesla app as a really good product regarding usability. The system speaks the user’s language, the organization and navigation structure is adequate, information overload has been avoided, the visual hierarchy is used correctly.

D. Pierotti and privacy

In 2004 D. Pierotti added three more elements to Nielsen’s list of heuristics, one of them was user privacy, “The system should help the user to protect personal or private information- belonging to the user or the his/her clients.”

This is a problem that worries some users when they share the vehicle with another member of their family, for example couples. The other user, from the smartphone, can see at all times where the vehicle is, if it is circulating, at what speed it is, and if it is parked, where it is. It can be a good way to know where our car is if necessary, but as I say, for some people it is a concern and they would like to be able to enable an incognito mode ;)

Some improvements that users demand

Investigating forums about the Tesla Model 3, I have found some functionalities that users would like to see implemented in the app.

• Ability to remotely view autopilot camera to monitor better.
  Currently the recordings made by the vehicle’s cameras can only be seen by removing the memory card. In the next version they can be seen in the vehicle itself, but it would be a plus to also see them from the smartphone itself.
• Tesla customer care chat service in app in order to have feedback and assistance in real time.

I am not saying this app is 100% perfect, there is always room for a few additional features to control vehicle functions, but it is very good up to now.