Fleet management system

Improved a booking system through user research and user interaction

UX design | Project length — 3 months
1 min read

    



















The context
Last Mile Link was a tech start-up company part of CitySprint, where both companies joined synergies to build a white label fleet management system to coordinate vehicles and bookings with the aim to improve efficiency, reduce costs, and provide compliance with government regulations. On this project, Ana was tasked with the re-desiging of the online booking system of the Citysprint’s website, where she autonomously performed as a user researcher and interaction designer as part of her UX role.



The team

Design lead 

Adrian Leonardi



UX design

Ana C. Pereira



Engineering team

Internal team



Stakeholders

CitySprint marketing team


The goal
CitySprint had the goal of making the booking system easier in order to allow customers to promptly book what they need, since it was first launched. Although, and because it was being built in Lean UX methodology, still were there several issues with space for improvement to make the booking system quicker. With that in mind the project goal was to understand the B2B existing and new users’ behaviour while booking a parcel. There was also the requirement to introduce to customers automated and self-service channels (e.g. such as a chatbot, FAQ’s, knowledge base and so on) therefore reduce the number of communication (e.g. phone calls and emails booking) with the customer support team, as well as reducing the company’s cost to serve and enabling the service centre teams to be more efficient.


Mockup








               
     
under construction

Sounds good?

Get in touch

 
If you are a start-up or scaleup company, creative agency, consultancy or recruiter, and if you like how it sounds please reach out to discuss a new opportunity for your client or company, and together we can decide the best design approach.

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