Project Duration
6 Months
Services Provided
User interface design, User Experience design, Visual design
Structured Coaching for Improved Driver Performance
User experience, User interface (2023)
Context
Previously, fleet managers relied on email-based coaching methods, often sharing screenshots and comments from the Fleet app. However, this approach left drivers without a clear understanding of the specific areas for improvement or the potential impact of addressing risky driving behaviors on their performance. Interactions between fleet managers and drivers are infrequent and lacked efficiency.
For example, some fleets held safety meetings on a weekly or monthly basis, while others used bulletin boards to display weekly safety print-outs. Additionally, many companies conducted safety ride-alongs only once or twice a year, further limiting opportunities for consistent, impactful coaching and feedback.
Customer Interviews
Over the years, we’ve conducted on-site visits, observations, and ride-alongs with customers like Herr Foods, TruGreen, and FedEx. We engaged with a diverse group of participants, including drivers, branch managers, fleet managers, operations managers, office supervisors, and safety advocates. These firsthand experiences provided us with valuable insights that have been instrumental in shaping our design solutions.
Competitive Research
We conducted a competitive analysis of Lytx, Samsara, and Netradyne to better understand their coaching experiences.
Our findings revealed that Lytx lacks a dedicated coaching section. Instead, they use an infographic illustrating a 4-step coaching process, with coaching-related features dispersed across the Home, Insights, and Tasks tabs on their web platform.
Samsara, on the other hand, offers a more cohesive coaching experience with a dedicated coaching session feature. This allows users to focus on multiple event types, add notes, and maintain a smoother workflow.
Netradyne promotes both self-coaching and managed coaching through their Driver-i system, which automatically sends driving tips via their mobile app. However, while managers can access detailed insights and reports on the web application, Netradyne, like Lytx, does not have a fully dedicated coaching workflow.
Iterations
Web Application Phase 1
Recognizing the complexity of the Coaching feature, we adopted a phased approach to development, with Phase 1 focusing on the web Fleet application. During this phase, we explored the concept of a session and session summary, while dedicating significant effort to reimagining the filtering experience through card-based designs. This led to an exploration of various visual styles for cards. Additionally, we designed two distinct coaching workflows: one targeting high-risk events, which occur less frequently, and another for lower-risk events, which are more common. We also incorporated the option for users to select pre-defined commentary provided by the Smith System Driver Improvement Institute, enhancing the coaching experience.
Design Decisions
Web Application Phase 1
Based on user feedback indicating confusion, we decided to remove the filtering cards. Their interaction patterns also proved to be inconsistent with the rest of the application's list filtering experience, and additional interaction challenges emerged during development.
To streamline the experience, we introduced a toggle between high-risk and non-high-risk events, making it easier for users to filter and focus on relevant coaching scenarios.
Additionally, we added a visual cue on the commentary card that dynamically reflects the number of selected events, providing clearer feedback to users during the coaching process.
Design Decisions
Mobile Application Phase 2
Based on feedback from the engineering team, we determined that integrating the trip concept would significantly extend backend efforts and timelines, making it less feasible to prioritize in this phase.
Similarly, implementing full messaging capabilities between managers and drivers was assessed to require substantial backend resources and development time, leading us to deprioritize this feature for the current phase.
Future Phase
Backlog
Looking ahead to a near-future phase, we're planning to implement a viewed status for each event, allowing managers to see if a driver has viewed it. This enhancement is based directly on feedback from several fleet managers who highlighted its value.
We're also exploring the addition of an in-event comment system to enable direct communication between managers and drivers, creating a more seamless and collaborative experience.
Outcome
Increased driver engagement
Improved driver safety scores
Manager coaching participation
