This projects is under NDA and has been readapted to avoid the disclosure of sensitive or proprietary information.
Our client, employs Fleet Operations Agents (FOAs) who monitor and provide interventions to trucks being used for transporting general merchandise and goods as well as specialised cargo services. Currently, FOA’s do not have an adequate dashboard interface to easily complete their assigned tasks. Our solution should provide a comprehensive dashboard interface where FOAs can receive or select a truck driver assistance request, assess the needs of the driver and the truck, resolve the request, monitor the intervention for success, and return to other duties.
Conducted end-to-end user research including interviews, stakeholder needs analysis, userjourney mapping, and identification of key adoption and acceptance criteria.
To conduct our research, we began with meeting with our client’s in house research and design team over five interview sessions. The initial three meetings were with our project sponsor, who is our client’s User Researcher and allowed us to begin gathering background information on the company structure and state of the current operations. Upon meeting with the Principal User Researcher, we gainined more insight into the current agent experience, tasking workflow, and differences between current operations and proposed future ones. During this time we were also given access to the current Standard Operating Procedures file for agents. Finally, we met with a member of the design team which gave us access to current design files and information on how the design team and researchers interact with agents for feedback and testing.
From our initial meetings we developed a journey map for agent’s in their current workflow to understand pain points. This showcased that agent frustration mostly centred around needing to open many separate applications to complete their tasking, including slack for internal communications (on their phones), and other external tools like Google Sheets for reports and documentation.
For our solution, we developed a dashboard interface that would be a landing page for agents during their shift. We utilized the design software Figma to develop our prototype, creating multiple levels of fidelity throughout the user testing process. We began by using our task analysis to create preliminary cards, outlining specific pages and features of the dashboard. Next we developed wireframes and added the visual design already in use by client's team. Then we developed mid-fidelity mockups and prototyped critical task flows that agents would complete during their shift, allowing for user testing.
Available upon request