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Service Programs
Fleetio
Product Design
Native & Web Applications
Our mission was to help our customers get the most out of their fleet and improve the lifecycle of their vehicles.
🚨 The Problem
With most vehicles, there is a recommended schedule of maintenance to be performed that the manufacturer will make available.
For our customers, the only way to apply a service schedule to their vehicle was to create a service reminder which would trigger an event in the future that would tell a manager that the vehicle is due for service.
Each service reminder had to be applied one by one, on each vehicle, making it difficult standardize schedules across fleets with similar vehicles.
What We Identified
Customers can not easily create, edit and apply service reminders across their entire fleet.
Customers can only get as specific as what we allow them to apply to a vehicle (A service reminder could only hold one service task).
We are not making use of Motor Data and OEM Schedules allotted to us by the VIN decode.
We are not keeping a compliance record or documenting the on time history of a service reminder.
🗺️ Discovery & Exploration
For customers who heavily relied on service reminders, what did their preventative maintenance schedule look like?
What vehicle years, makes and models did our customers manage?
What did the OEM maintenance schedules look like and how were they structured?
What data could we look at around live service reminders?
How were our current customers creating and interacting with their service reminders on a day-to-day basis?
Mapping OEM Service Schedules
Transcribing OEM Schedules
Existing Service Reminders
Fleetio customers were creating service reminders one by one, which over time, caused some overlap for their service schedules. We document and find some of the nuances and inconsistencies to help us better understand how service programs would conflict with existing customers.
🤔 Creating a Baseline
Our Assumptions
We should allow users to automatically apply multiple service reminders across multiple vehicles, groups and types.
We can standardize preventative maintenance across a user’s entire fleet.
We will lay the ground work to unlock motor data and start using automated data to improve the experience in Fleetio.
We need to improve on-time service for vehicles and give fleet managers a better picture of what is causing issues.
Planning
🕹️ Challenges & Constraints
Some current customers had already taken the time to set up each service reminder for every vehicle. How would we help users understand the value to what was already in place.
Service schedules have the potential to be pretty complicated. Each schedule could have many parameters, from milage/date intervals to multiple service tasks, such as oil changes and tire rotation.
OEM maintenance schedules can vary widely depending on trim levels, engine type, or environment. For example, a Ford F-150 located in Ohio might have a regular or "normal" schedule versus a Ford F-150 located in Arizona. The Arizona vehicle could have a "severe" plan due to dust or heat.
High Fidelity Designs
Users can add service reminders inside their program which eliminates the need for adding reminders on a per vehicle basis. Also, each reminder could now hold two or more service tasks, thus creating a building block of services. The basic mental model here is to think about taking your vehicle in for service, likely there is likely more than one service performed. Where as before, service reminders could only hold one service task.
🔦 Feedback & More Discovery
Through prototyping and customer interviews, we were able to determine that getting users to create service programs from our Motor data inside the program felt a little disjointed.
We found that around 82% of our new and trialing users were decoding the VIN when adding a new vehicle into Fleetio.
We also found that around 64% of our existing users favorite hotspot inside the product was the vehicle page. The vehicle was the heartbeat to the entire product, so naturally, we needed to make service programs visible inside this experience.
The Vehicle Page
📓 Our Retrospective
What Went Well
Our customers enjoyed creating their service programs. When we launched this feature, we had a lot of positive feedback about managing their service reminders from one place.
The work with Service Programs opened the door for a number of high value roadmap items.
Kaizen
Due to the complexity of the project, we took away some great lessons about getting too far into the weeds and that it's ok to step back and rethink some things.
When an existing vehicle is applied to a service program, the probability of having reminder conflicts (duplicates) went up, causing further scope.
As a senior product designer, I worked closely with leadership, project management and engineering to identity problems and create solutions specifically in areas like vehicle service, work orders, labor tracking and inspections.
🤝
Max Pridgen
Project Manager
Justin Licata
Engineer
Back
© 2023 - Keep it stupid simple
Back
Service Programs
Fleetio
Product Design
Native & Web Applications
Our mission was to help our customers get the most out of their fleet and improve the lifecycle of their vehicles.
🚨 The Problem
With most vehicles, there is a recommended schedule of maintenance to be performed that the manufacturer will make available.
For our customers, the only way to apply a service schedule to their vehicle was to create a service reminder which would trigger an event in the future that would tell a manager that the vehicle is due for service.
Each service reminder had to be applied one by one, on each vehicle, making it difficult standardize schedules across fleets with similar vehicles.
What We Identified
Customers can not easily create, edit and apply service reminders across their entire fleet.
Customers can only get as specific as what we allow them to apply to a vehicle (A service reminder could only hold one service task).
We are not making use of Motor Data and OEM Schedules allotted to us by the VIN decode.
We are not keeping a compliance record or documenting the on time history of a service reminder.
🗺️ Discovery & Exploration
For customers who heavily relied on service reminders, what did their preventative maintenance schedule look like?
What vehicle years, makes and models did our customers manage?
What did the OEM maintenance schedules look like and how were they structured?
What data could we look at around live service reminders?
How were our current customers creating and interacting with their service reminders on a day-to-day basis?
Mapping OEM Service Schedules
Transcribing OEM Schedules
Existing Service Reminders
Fleetio customers were creating service reminders one by one, which over time, caused some overlap for their service schedules. We document and find some of the nuances and inconsistencies to help us better understand how service programs would conflict with existing customers.
🤔 Creating a Baseline
Our Assumptions
We should allow users to automatically apply multiple service reminders across multiple vehicles, groups and types.
We can standardize preventative maintenance across a user’s entire fleet.
We will lay the ground work to unlock motor data and start using automated data to improve the experience in Fleetio.
We need to improve on-time service for vehicles and give fleet managers a better picture of what is causing issues.
Planning
🕹️ Challenges & Constraints
Some current customers had already taken the time to set up each service reminder for every vehicle. How would we help users understand the value to what was already in place.
Service schedules have the potential to be pretty complicated. Each schedule could have many parameters, from milage/date intervals to multiple service tasks, such as oil changes and tire rotation.
OEM maintenance schedules can vary widely depending on trim levels, engine type, or environment. For example, a Ford F-150 located in Ohio might have a regular or "normal" schedule versus a Ford F-150 located in Arizona. The Arizona vehicle could have a "severe" plan due to dust or heat.
High Fidelity Designs
Users can add service reminders inside their program which eliminates the need for adding reminders on a per vehicle basis. Also, each reminder could now hold two or more service tasks, thus creating a building block of services. The basic mental model here is to think about taking your vehicle in for service, likely there is likely more than one service performed. Where as before, service reminders could only hold one service task.
🔦 Feedback & More Discovery
Through prototyping and customer interviews, we were able to determine that getting users to create service programs from our Motor data inside the program felt a little disjointed.
We found that around 82% of our new and trialing users were decoding the VIN when adding a new vehicle into Fleetio.
We also found that around 64% of our existing users favorite hotspot inside the product was the vehicle page. The vehicle was the heartbeat to the entire product, so naturally, we needed to make service programs visible inside this experience.
The Vehicle Page
📓 Our Retrospective
What Went Well
Our customers enjoyed creating their service programs. When we launched this feature, we had a lot of positive feedback about managing their service reminders from one place.
The work with Service Programs opened the door for a number of high value roadmap items.
Kaizen
Due to the complexity of the project, we took away some great lessons about getting too far into the weeds and that it's ok to step back and rethink some things.
When an existing vehicle is applied to a service program, the probability of having reminder conflicts (duplicates) went up, causing further scope.
As a senior product designer, I worked closely with leadership, project management and engineering to identity problems and create solutions specifically in areas like vehicle service, work orders, labor tracking and inspections.
🤝
Max Pridgen
Project Manager
Justin Licata
Engineer
Back
© 2023 - Keep it stupid simple
Back
Service Programs
Fleetio
Product Design
Native & Web Applications
Our mission was to help our customers get the most out of their fleet and improve the lifecycle of their vehicles.
🚨 The Problem
With most vehicles, there is a recommended schedule of maintenance to be performed that the manufacturer will make available.
For our customers, the only way to apply a service schedule to their vehicle was to create a service reminder which would trigger an event in the future that would tell a manager that the vehicle is due for service.
Each service reminder had to be applied one by one, on each vehicle, making it difficult standardize schedules across fleets with similar vehicles.
What We Identified
Customers can not easily create, edit and apply service reminders across their entire fleet.
Customers can only get as specific as what we allow them to apply to a vehicle (A service reminder could only hold one service task).
We are not making use of Motor Data and OEM Schedules allotted to us by the VIN decode.
We are not keeping a compliance record or documenting the on time history of a service reminder.
🗺️ Discovery & Exploration
For customers who heavily relied on service reminders, what did their preventative maintenance schedule look like?
What vehicle years, makes and models did our customers manage?
What did the OEM maintenance schedules look like and how were they structured?
What data could we look at around live service reminders?
How were our current customers creating and interacting with their service reminders on a day-to-day basis?
Mapping OEM Service Schedules
Transcribing OEM Schedules
Existing Service Reminders
Fleetio customers were creating service reminders one by one, which over time, caused some overlap for their service schedules. We document and find some of the nuances and inconsistencies to help us better understand how service programs would conflict with existing customers.
🤔 Creating a Baseline
Our Assumptions
We should allow users to automatically apply multiple service reminders across multiple vehicles, groups and types.
We can standardize preventative maintenance across a user’s entire fleet.
We will lay the ground work to unlock motor data and start using automated data to improve the experience in Fleetio.
We need to improve on-time service for vehicles and give fleet managers a better picture of what is causing issues.
Planning
🕹️ Challenges & Constraints
Some current customers had already taken the time to set up each service reminder for every vehicle. How would we help users understand the value to what was already in place.
Service schedules have the potential to be pretty complicated. Each schedule could have many parameters, from milage/date intervals to multiple service tasks, such as oil changes and tire rotation.
OEM maintenance schedules can vary widely depending on trim levels, engine type, or environment. For example, a Ford F-150 located in Ohio might have a regular or "normal" schedule versus a Ford F-150 located in Arizona. The Arizona vehicle could have a "severe" plan due to dust or heat.
High Fidelity Designs
Users can add service reminders inside their program which eliminates the need for adding reminders on a per vehicle basis. Also, each reminder could now hold two or more service tasks, thus creating a building block of services. The basic mental model here is to think about taking your vehicle in for service, likely there is likely more than one service performed. Where as before, service reminders could only hold one service task.
🔦 Feedback & More Discovery
Through prototyping and customer interviews, we were able to determine that getting users to create service programs from our Motor data inside the program felt a little disjointed.
We found that around 82% of our new and trialing users were decoding the VIN when adding a new vehicle into Fleetio.
We also found that around 64% of our existing users favorite hotspot inside the product was the vehicle page. The vehicle was the heartbeat to the entire product, so naturally, we needed to make service programs visible inside this experience.
The Vehicle Page
📓 Our Retrospective
What Went Well
Our customers enjoyed creating their service programs. When we launched this feature, we had a lot of positive feedback about managing their service reminders from one place.
The work with Service Programs opened the door for a number of high value roadmap items.
Kaizen
Due to the complexity of the project, we took away some great lessons about getting too far into the weeds and that it's ok to step back and rethink some things.
When an existing vehicle is applied to a service program, the probability of having reminder conflicts (duplicates) went up, causing further scope.
As a senior product designer, I worked closely with leadership, project management and engineering to identity problems and create solutions specifically in areas like vehicle service, work orders, labor tracking and inspections.
🤝
Max Pridgen
Project Manager
Justin Licata
Engineer
Back
© 2023 - Keep it stupid simple