Background
The current third-party application is limited in its adaptability to the specific needs of vehicle transporters for trip execution. It does not provide departure and arrival signals for better planning data, lacks a user-friendly interface, and fails to capture important points during vehicle handoffs.
Role
User Research
End to end visual design Interaction design
Prototyping & testing
Device
iPhone 12
Challenge
Background
The current third-party application is limited in its adaptability to the specific needs of vehicle transporters for trip execution. It does not provide departure and arrival signals for better planning data, lacks a user-friendly interface, and fails to capture important points during vehicle handoffs.
Role
User Research
End to end visual design nteraction design
Prototyping & testing
Device
iPhone 12
Encourage transporters to adopt new tools or processes without adding significant burdens to their workflow.
Competitive analysis
Goal
To evaluate key features and support mechanisms of leading vehicle transport competitors, aiming to enhance our product offerings and improve trip execution accuracy and driver experience.
Result
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Flexible selection
Instacart and Walmart Spark offer users a list of items to choose from without requiring a specific selection order, allowing them to pick any available items.
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Single focus
Other competitors adopt a different approach by directing users' attention to one task at a time, allowing them to focus entirely before revealing the next step upon completing the current task.
5
Vehicle transporter
User group: Direct user
Responsibility:
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Safely load and unload vehicles onto carriers, ensuring they are properly secured for transit.
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Conduct pre- and post-transport inspections and report any damage or discrepancies immediately.
3
Transportation manager
User group: Indirect user
Responsibility:
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Conduct training sessions on safety, compliance, and best practices
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Ensure all staff are trained on regulatory requirements.
6
Transportation training specialist
User group: Indirect user
Responsibility:
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Develop and implement efficient transportation strategies.
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Coordinate and oversee all transportation activities.
Qualitative interviews
Our system has both direct and indirect users, each with different responsibilities. After interviewing 14 stakeholders, I gather comprehensive insights from diverse perspectives, leading to a more thorough understanding of our operations and potential areas for improvement.
User insight
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Verification challenges - Verifying that they are working on the correct vehicle is difficult.
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Optimal loading - Knowing vehicle information (such as type, weight, offload location, and final destination) can help drivers plan optimal loading positions in advance.
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Defect display - Displaying previously marked defects can prevent duplicate entries.
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Trip updates - Receiving updates when a vehicle is added or removed from the trip is essential.
Origin
Task 1: Select truck
Task 2: Load vehicles
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Step 1: Scan vehicle to verify
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Step 2: Check damage
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Step 3: Load vehicle
Task 3: Confirm departure
Destination
Task 1: Confirm arrival
Task 2: Unload vehicles
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Step 1: Check damage
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Step 2: Unloading
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Step 3: Scan vehicle to update the location
Field research
I visited our Rocklin, Tolleson, and Riverside sites to engage with our vehicle transporters and gain insights by observing and riding along during their daily operations.
User research
I refined key elements using card sorting and user journey methods, focusing on edge cases and outlining how to handle pass-and-fail scenarios.
Usability testing
I engaged various user roles in testing during design iterations, enhancing understanding of user needs and validating workflows for greater effectiveness.
Enhance trip execution efficiency
To complete the trip, the driver must perform several tasks at the origin and destination. Since this can be complex and time-consuming, I conducted the research below to create a user-friendly system that simplifies navigation and makes the process more efficient.
Conclusion: leveraging mutual steps and providing clear instruction
Below is a comprehensive list of all the tasks and steps that must be completed at the origin and destination. Several steps were the same at both the pickup and drop-off points but in different sequential, so I leveraged this to design a consistent task pattern to make the process more intuitive and memorable for drivers.
A/B testing: seek the optimal workflow
Based on our research, we identified three key steps for handling vehicles at both origin and destination: Scan, Check, Damage, and Load/Unload. We have two implementation approaches, each with pros and cons. To find the best fit for business goals and user needs, I conducted A/B testing.
A: Sequential tasks
Complete all three tasks for a single vehicle before moving on to the next.
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Phase 1
Step 1
Step 2
Step 3
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Phase 2
Step 1
Step 2
Step 3
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Phase 3
Step 1
Step 2
Step 3
Pros
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Less foot traffic, as users can finish all tasks for one vehicle before moving on to the next.
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Reduces inaccuracies when marking damages, since all information is collected in one go.
Cons
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Requires more screens and steps to confirm in the user interface, which can complicate the process.
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It may take longer to complete as each vehicle is handled individually.
B: Task batching
Work on one task across all vehicles before proceeding to the next task.
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Phase 1
Step 1
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Phase 2
Step 2
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Phase 3
Step 3
Pros
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Fewer clicks are required, allowing for multi-scanning and increased efficiency.
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Following the "happy path" can save a significant number of steps in the process.
Cons
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Results in more foot traffic as users move between vehicles.
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Increases the risk of users marking the wrong vehicle, leading to potential errors.
The result
A: Sequential tasks
18%
Why
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Sequential task flow: To accommodate user mistakes and adjustments, we integrated a sequential task flow within the task batching framework.
B: Task batching
82%
Why
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Efficiency: Only 10% of the flow involves unhappy paths; prioritizing key user scenarios boosts overall efficiency.
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Task batching enables users to complete multiple scans and actions in one session, reducing clicks and screen interactions for quicker, intuitive use.
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Multi-scan feature: Users favor the feature, enhancing their experience by allowing simultaneous handling of multiple vehicles or tasks.
Key page design explorations
Trip overview
Displaying tasks associated with the origin and destination is vital for user understanding. By using a vertical stepper, we can visually link these tasks, showing how each relates to its context. This design simplifies navigation, enhances comprehension, and streamlines the workflow for a more intuitive experience.
Single focus
A blue border highlights the active task, and the section expands to include tasks users need to focus on.
The task will remain collapsed until users complete all tasks in the previous section.
Optimize loading
If the previous task is not completed, they cannot begin the next one, but they can still view the vehicle information to optimize loading.
Trip task detail
Display all steps in one view, with vehicle information updating dynamically. This design shows which tasks each vehicle has completed, allowing users to batch-complete tasks for efficiency or focus on one vehicle at a time. It also enables easy navigation for corrections.
Task batching
Provide users with a view of all items and steps to complete. Once they finish a step, it will move to the next step.
Add additional vehicle to the list
Work sequentially
Add a button at the top of the screen to notify users when an additional vehicle is added to their list. Once added, users can work sequentially on that vehicle.
Multi-scan
This feature lets users view camera mode alongside scanned and unscanned vehicle information, helping them verify the correct vehicle and identify outstanding tasks. It improves clarity, especially when multiple vehicles of the same make and model are present, reducing errors and enhancing workflow efficiency.
Verify scanned vehicle
Display the scanned vehicle information immediately after the user completes the scan, allowing them to verify that they scanned the correct vehicle.
Collapse the bottom sheet to provide more space for the photo frame while prominently displaying the user's scanning progress.
More space
Seeing results
Using the prototype for design validation ensured smooth user engagement. Despite the process's complexity, users instinctively understood the steps without instructions, leading to minimal negative feedback. This highlighted the effectiveness of our research and design.
4.3/5
App rating
90%
Task completion rate
Design screen by screen
Origin task flow
Select truck
Pick the trip
Pre-departure tasks
Enter truck number
Load vehicle
Step 1: Vehicle verification
Check staging lane
Open scanner
Multiscan vehicle
Scan successfully
Step 2: Check damage
Check damage
Report damage
No damage
Step 3: Ready to load
Load vehicle to truck
Loading failed
Confirm departure
Confirm departure
Pre-departure tasks completed
Loading completed
Destination task flow
Confirm arrival
Post-arrival tasks
Confirm arrival
Unload vehicle
Step 1: Check damage
Check staging lane
Check damage
Report new damage
Step 2: Unloading
Unloading
Unloading completed
Unloading failed
Step 3: Update location
Update location
Multiscan vehicle
Unload vehicles completed
Trip completed
Tasks completed
Trip completed
Future development
This MVP includes the standard trip, but it also accommodates other types of trips, such as swap truck trips and trips without loading or unloading.
Swap truck trip
When there is a long distance between two sites, the vehicle transporter will deliver the vehicle to a designated meeting point to reduce fulfillment costs. They will then swap trucks before returning to their original site.
Do not load/unload trip
When vehicles are simply passing through the site, we aim to avoid loading or unloading them since they are not at their final destination. In these cases, we focus on minimizing the labor and effort associated with these tasks.
Project
Carvana vehicle delivery experience
