DriverIQ Research & Redesign

The Challenge

Repair agent interest in DriverIQ program with minimal information

Our customer success team brought forward two pieces of high level client concerns delaying client from scaling their program with our telematics software:

  1. A lack of agents offering and enrolling users into the program

  2. Enrolled users placing a high number of calls to the client’s service center

With that information alone, I set out to understand the program’s current state process and design, as well as the jobs-to-be-done of the agents / client / users, in order to create and test hypotheses in order to provide client with low effort and high impact recommendations.

PROJECT DETAILS

  • Role: Sole UX Strategist

  • Timeline: 2 Weeks

  • UX Budget: $300 for incentives

  • Tools:

    • UserInterviews.com

    • UserTesting.com

    • Figma

METHODS:

  • Problem Identification

  • Research Planning & Execution

  • Client Management

  • Usability Testing

  • ‍‍‍‍‍Prototyping

DELIVERABLES

  • Interview Syntheses

  • Journey Maps

  • UX Recommendations

  • UI Design

OUTCOMES

  • Reduced call-center complaints

  • 15,000 MAU increase

  • 19% reduction in churn from program

Initial State

Chaotic UI created confusion amongst users and agents

Heuristic analysis and design principles

Unrelated to user job to be done of joining program

Working Hypotheses:

Qualitative Research

Uncovering the jobs-to-be-done for users and agents

Went into it to learn:

Key Takeaways:

Revised Working Hypotheses:

Iterations & Validations

Tested Hypotheses

Solution

Uncovering the jobs-to-be-done for users and agents

Final Solution

Business Impact

Phase 2