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Driving UX Improvement Roadmap for Fleet Management System

Industry

When fleet managers across the globe found themselves grappling with an outdated asset management system, one of the world’s largest and most recognized car rental companies realized it was time for an upgrade. Employees had trouble accessing the necessary training, information and critical data, impacting their productivity and ability to make informed decisions. The needed to breathe new life into their system with improved functionality, greater connectivity and streamlined processes—and a future-focused roadmap for long-term fleet management

Focusing on people first, Veracity began assessing the user experience through a lens of design, usability, functionality and training. With insights gained from comprehensive research, we identified multiple opportunities for improvement. From task management dashboards to full-scale education plan, data-driven design to automated workflows, we paved the road to a successful partnership, enabling ongoing service design and digital improvements—and establishing a user experience practice for the company’s fleet management.

Veracity’s people-first focused user experience research practices helped define comprehensive improvements for employees and their fleet management system.

Strengthening & Implementing Immediate Training Processes & Dashboards

When fleet management employees tried to navigate the system, they faced an uphill battle. Without formal training, they struggled to find their way, resulting in time-consuming requests for assistance and frustrating workarounds. New hires, eager to contribute, were left waiting for system access. Recognizing the need for standardized training, Veracity recommended immediately implementing a comprehensive training process, enabling employees to effectively use the system upon onboarding and throughout their employment. Through a visually engaging learning dashboard featuring notification systems, quick searches, progress bars, activity ratings, and coursework assignments, users were empowered to self-manage their training right at their fingertips.

Imagining Better Data Access Through Role-Based Analytic Dashboards & Workorders

Through our intensive research, Veracity discovered employees had a deep desire for customization and streamlined workflows. Outdated systems, repetitive tasks and manual data entry hindered their productivity—and led to frustration. To address users’ need to simplify tasks, we recommended continuous data assessments to aggregate content to role-based dashboards, maintenance worksheets and work order pages, enabling users to analyze their work efficiently, track progress and streamline workflows. Plus, by introducing messaging features, teams could connect and foster a sense of unity across the enterprise.

Enhancing Access Through Faster Onboarding & Streamlined, Digitized Features

Veracity collaborated with fleet management employees to understand their needs around access and onboarding. Because the onboarding process took longer than anticipated, they found themselves resorting to manual paperwork and wasting time aligning information once they could access the system—greatly hampering their efficiency. Veracity proposed a faster onboarding process, granting immediate access and comprehensive training to new hires. We presented plans and design concepts for a training dashboard, along with improved forms and worksheets, as part of the long-term roadmap. With these improvements, users embraced a digital world that simplified their workflows and amplified their impact.
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Project Outcomes

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Specific Tasks Observed, Analyzed In Task Analysis
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483
Employee Participants In User Survey About Current State System
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Concept Cards Designed Of A Learning Dashboard, Role-Based Analytics & Task Management Dashboard, & Maintenance Work Order Optimization

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