Fleet Admin Portal
Designing intuitive solutions for fleet management, streamlining operations for businesses in automotive, transportation, and mobility industries
Role: UX Designer; UX Researcher
Overview
Our client aimed to revolutionize the management of dealerships, customers, and reservations by rethinking their existing processes
Objective
Improve the efficiency of dealership management and customer interactions through a streamlined digital solution
Challenge
Dealerships were relying on outdated, inefficient reservation systems, with many users lacking technical proficiency
Solution
An intuitive admin portal that simplified reservation workflows and modernized data management, ensuring ease of use for all skill levels
Possible Solutions & Goals
Our solution is to design and develop an intuitive and user-friendly admin portal that empowers our client to efficiently manage dealerships, effectively handle customer interactions, and optimize the reservation process.
01 View KPIs & Dealership Data
Monitor dealership financial health and reservation data
02 Manage Customers & Reservations
Manage customer information for reservations, assign vehicles to customers, and create reservations
03 Manage Employees & Dealership Inventory
Keep track of inventory, view reservation vehicles health, manage employee tasks, and assign pricing groups to vehicles
Process
Initial Research
Based on initial interviews conducted with our users we were able to gain foundational information
Demographics
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Service advisors
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Car dealers
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Average user was male, age 40-50
User Insights
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Weren't tech savvy
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Preferred their days to be routine
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Would often work through their lunches because there were always customers coming in for maintenance
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Can have up to 100 appointments and walk-ins a day
Participant 1:
"More time on the computer is less time spent with my customer..."
Participant 2:
"In [omitted], there's 3 different pages to edit the same vehicle. It would be better to have 1 page but instead I'm going hunting for the right form fields."
Participant 3:
The duplication of work in [omitted] is a little bit rough...we don't want to be doing the same thing over and over again...a solution to that would be optimal"
Organize Ideas into Direction
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Information architecture was developed based on user needs from interviews and card sorting sessions
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Various iterations of initial sketches were mocked up
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Created a local design system that aligned with the client's global design system
Turn Concepts into Solutions
Low-fidelity sketches were validated through activities such as contextual interviews and A/B testing. Once converted into high-fidelity solutions, designs were rapidly iterated through usability testing.
Usability Testing
Research Questions
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Are users able to successfully navigate through the Admin Portal within a reasonable duration of time?
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Do users find the Admin Portal to have all the necessary functionalities to successfully complete their tasks?
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Do users understand the complex concepts behind certain features such as geofencing?
Session Details
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Sessions were conducted remotely with 4 participants using Microsoft Teams
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Each participant session lasted around 60 minutes
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This included a short briefing, survey, a usability test, and an interview
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A debriefing session was conducted internally to synthesize the insights
Synthesizing the Data
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Notes were categorized by common issues using thematic analysis
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Participant’s subjective task difficulty ratings were also calculated to find the average task rating for each task
Reflections
Findings
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Reservations and dashboard are the most important features for dealers according to the participants
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Dealers would like to view demand, status, and financial reports such as revenue
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While the dashboard was noted to be an important feature for the platform, many participants were confused as to what was being shown
Recommendation & Iteration
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Verify and edit terminology used within the Admin Portal to ensure user comprehension
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Explore the idea of making the dashboard more configurable
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Participants have complained about some functions having too many clicks. Explore potentially shortening some flows
After coming up with design recommendations, we were able to iterate on our designs and changed various elements to enhance the user experience. As a team, we looked at conducting more sessions of user testing in order to continue expanding onto other features as well.