Fleet Management Platform
Fleetflex is a fleet management web platform that enables business operators to assign optimized routes to drivers and track their route progress with the goal to have all deliveries completed on time.
UX / UI Lead
Small business owners in LATAM
CONVERSATIONS AND SURVEYS
Surveys and conversations were crucial to understand the needs of users and find out what we were really trying to solve.
“I want my deliveries to get to the client on time and meet their expectations”.
OPERATION BEFORE FLEETFLEX
There are a variety of factors we found in an operation that can influence a late or incomplete delivery.
MOST COMMON PAINS FOUND IN OPERATION
Operator had no idea of their drivers’ location or if they were taking the right routes and being efficient.
Operators and clients would constantly call drivers to know their location and drivers would sometimes communicate and document through Whatsapp.
Drivers relied on knowledge of the road to find locations that sometimes Waze or even Google would not find.
Too much paper was being used to give drivers delivery information and document. These could end lost or submitted late and with incomplete or inaccurate information.
OPERATION WITH FLEETFLEX AS A SOLUTION
Creates optimized routes to assign drivers and is able to track all deliveries and any setbacks. A report is also available to see fleet’s performance.
Gets accurate directions to all delivery destinations to get there on time and is able to document all deliveries digitally.
Gets notified of estimated arrival of delivery and any setbacks.
When I joined the team, there was already an Alpha product being developed.
Evaluation of Dashboard
No clear visual of which driver was who and user had to click on the point to get the information of the driver and route details.
INITIAL WIRES FOR SECOND CONCEPT
When joining the team, I approached a second concept based on the feedback received from user interviews. I wanted a more dynamic dashboard that showed more of what the user needed to see without the need of extra interactions and what action they wanted to make based on the events that were happening. I was mainly inspired by Google inbox.
INTERNAL TEST FOR DASHBOARD
I did an internal test in my company and asked for feedback on both dashboard approaches. My coworkers liked the idea of having the information provided on the second concept as it was much more useful yet could seem repetitive and overwhelming and did think having a visual representation of the activity in a map, as in Alpha, was also needed.
INTERNAL TEST RESULT
The result was a merge of both approaches. A dashboard displaying the most vital information from the driver's route in the cards but also displaying the live position of your fleet in a map.
I traveled to Ecuador and Colombia to meet with 9 companies and talk about their operations and test the product.
The dashboard was further transformed from user's feedback by displaying specific information they wanted to see and some confusions they had with some graphic elements.
Creating efficient routes as a solution to deliver on time.
The user can:
Find accurate locations with Google API or drop a pin in the map if Google can not find the address.
Import locations from an excel sheet.
Input factors such as time windows where the driver needs to get to the destination.
accommodate all destinations in the best possible order for driver to complete all deliveries in time.
Save routes for future use.
With tools that enabled us to record user’s activity, I was able to analyze issues with the interface.
Main issues with initial route’s interface:
Some actions and information was not being easily found by users or they were not interacting with it at all.
We had a time picker defaulted to show routes for “today” so when users were creating routes for a future date, they would come back to this screen and not be able to see their route thinking it was not created.
Some graphic elements were not communicating correctly.
What if you are not staring at the dashboard all day?
Some operations were happening while users were not in the office or with a computer. We also found out many new users were signing in for the first time through mobile. Since we did not have an app for the dashboard, we decided to notify users via browser notifications of any alerts they needed.
Drivers carry an app which gives them accurate directions to all their assigned destinations and document their deliveries. Through the app, the fleet operator is also able to track their location and route progress.
Improvements made based on feedback from internal testings and users’ activity recorded using UXCAM.
HOW IT WORKS
How to get new users to try our product faster?
We had a very long process for registering a new account and getting the user to try the product. In many recordings from users, we found out users were not even going through the verification code we required after entering their account details. We decided to cut steps and get the user to try the product much faster by asking for less information at first and asking to verify their email and provide more info after. We also worked on an onboarding to help the user understand the basic first steps needed to use the product.
Recorded session of user's activity with Hotjar (tracking tool)
Keeping a good relationship with users is vital and offering free usage of the product in Return for their patience with bugs and their feedback is probably the best method to find problems and improve the product.
Delivery start-up tests product in a long distance route operation from Mexico City to Monterrey and comments the system is marking the driver late.
Operator in a water delivery company reports an address appearing in another language (maybe Russian).
REPORTING BUGS AND IMPROVEMENTS
Detecting bugs and changes to improve the experience was a daily task. We used Atlassian to report bugs in a backlog and prioritize them for the dev team to work on.
REPORTS AND ANALYSIS
As we move forward, we look to offer more visibility and detect inefficiencies but the real challenge lies on providing possible solutions to these found inefficiencies.
There is more to see!
Can we deliver not just pizza but also a better experience through an app?
How can we take the user to understand the service and try it out in a few steps?