A Mobile Transport application for Employees to track company's cab
Project Background
Convergys Corporation is an organization that sold customer management and information management products, primarily to large corporations. Customer management products included agent-assisted, self-service, and care software tailored to the communications, financial services, technology, retail, healthcare, and government markets. Information management provided convergent billing and business support system (BSS) products and services including revenue management, product, and order management, and customer care management to telecom, utilities, and cable/satellite/broadband service providers.
Project Scope
Convergys provides pick up and drop off cab services to their employees and every time a cab has to pick up an employee, the transport team at the company has to call the employee and inform the whereabouts of the cab to employees. The organization has planned to develop an MVP that helps employees to check their cab schedules, cancel and schedule cabs for their shifts and find out what route they are on for their shifts.
Role: Digital Project Coordinator/Jr.Product Designer
I was the Digital Project coordinator responsible for managing the projects as well as collaborating with the Senior Product designer in User research, Ideation, and Wireframing.
The Challenge
Many employees are facing difficulties with New Transport facilities provided by the organization, the forth and back calls from transport dept to employees to inform whereabouts of their cab caused a great confusion leading them to miss their cabs and reaching late to work. In addition to that, a certain amount of the employee’s salary would be deducted if the employee couldn’t cancel the cab in case of last-minute sick leaves or if they decided to come by self-transport. There are few such issues that are causing a lot of problems for the employees as well as the organization.
Project Goals
User: Provide Real-time updates of their cab and ability to cancel and schedule the cab for their shifts.
Business: Decrease the employee absence rate and reduce Transport compensation costs.
User Research
We began by analyzing the cost impact on the business and then started conducting user interviews with employees. From the analysis, it was found that approximately 15% of the employee benefits are being consumed by the Organization’s Transportation services (including cabs, drivers, and transportation department employees).
Our research revealed few important issues caused by the current transport system
75%
of the interviewed people mentioned that had to wait too long for their cabs
45%
of the interviewed people mentioned that they missed their cabs every now and then
88%
of the interviewed people mentioned that not being able to cancel the cab on time was pressurizing as they would be charged for it
Impact on Business
Every time an employee missed the company cab due to technical issues, the company had to pay transport charges to the employee
Uncancelled cabs added unnecessary travel time resulting in wastage of company resources
Manually informing employees which cab are they accommodated in and updating them every day was not efficient
Ideation
We created a persona based on primary users to understand user behavior, goals, and expectations. This helps us to empathize with users. By analyzing our personas’ frustrations and goals with the application, we were able to start ideating solutions
From the results of the interviews, we sketched a few designs that will help the user to easily check schedules of cabs, cancel/schedule cabs, find out where are the user's team members and check the real-time location of the cabs.
Key Ideas
Simplify the canceling/scheduling process
Provide the real-time location of the cab
Notify if there is a Delay
Information Architecture
We started Brainstorming the information architecture for the Map application and developed a Sitemap keeping in mind our goal to develop a Minimum Viable Product, we made sure that the application doesn't have a complicated path.
Designing Solutions
Wireframes
I collaborated with the product designer and developed Low-fi wireframes, explaining how the application should and what content goes into each feature. We used these wireframes to present the concept design to the key stakeholders and leadership.
Hi-fi Mockups
After the presentation to the stakeholders and leadership, we got the green signal to proceed with the final design. We designed the mock-ups based on our wireframes.
User Testing
We conducted a series of user testing with our employees, the first session was with the wireframes, where each user validated our concept and was able to provide even more insight and things to consider in future iterations. For our final testing session, we observed that most of the users were pretty happy about using a mobile application to manage their transport.
48%
Reduction in employee absence rate due to transport issues
1100+
Employees satisfied with the MyTransport Mobile application
3%
Decrease in Compensation and Benefits Business costs
Reflection
This project was a great experience. I had never worked through a problem that involved so many departments before. We thought we might have too many hands in the kitchen at first, but everyone played a vital role in the solution. This was my first product design experience, I really loved the entire process of solving a problem using Human-centered Design, along with it I also got an opportunity to improve my management and collaboration skills.