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Black Modern Car

Fleet Admin Portal

Designing B2B & B2C products for world-class clients throughout the automotive, transportation, and mobility industries

Overview

Our client aimed to revolutionize the management of dealerships, customers, and reservations by rethinking their existing processes.

As part of this project, we were tasked with designing and developing an admin portal that will provide a more efficient and streamlined experience for the users. The goal was to enhance the overall management of dealerships, improve customer interactions, and optimize reservation processes. ​

Possible Solutions & Goals

Our solution is to design and develop an intuitive and user-friendly admin portal that empowers our client to efficiently manage dealerships, effectively handle customer interactions, and optimize the reservation process.

High fidelity wireframe of vehicle management dashboards

01  View KPIs & Dealership Data

Monitor dealership financial health and reservation data

02 Manage Customers & Reservations

Manage customer information for reservations, assign vehicles to customers, and create reservations

03 Manage Employees & Dealership Inventory

Keep track of inventory, view reservation vehicles health, manage employee tasks, and assign pricing groups to vehicles

Role & Process

  • Role: UX Designer & Lead UX Researcher

  • Duration: 6 months

Define the Problem

Based on initial interviews conducted with our users we were able to gain foundational information

Demographics
  • Service advisors

  • Car dealers

  • Average user was male, age 40-50

User Insights
  • Weren't tech savvy

  • Preferred their days to be routine

  • Would often work through their lunches because there were always customers coming in for maintenance

  • Can have up to 100 appointments and walk-ins a day

Participant 1:

"More time on the computer is less time spent with my customer..."

Participant 2:

"In [omitted], there's 3 different pages to edit the same vehicle. It would be better to have 1 page but instead I'm going hunting for the right form fields."

Participant 3:

The duplication of work in [omitted] is a little bit rough...we don't want to be doing the same thing over and over again...a solution to that would be optimal"

Organize Ideas into Direction

  • Information architecture was developed based on user needs from interviews and card sorting sessions

  • Various iterations of initial sketches were mocked up 

  • Created a local design system that aligned with the client's global design system

Portal Information Architecture
Image of Figma components

Turn Concepts into Solutions

Low-fidelity sketches were validated through activities such as contextual interviews and A/B testing. Once converted into high-fidelity solutions, designs were rapidly iterated through usability testing.

Usability Testing

Research Questions
  • Are users able to successfully navigate through the Admin Portal within a reasonable duration of time?​

  • Do users find the Admin Portal to have all the necessary functionalities to successfully complete their tasks?​

  • Do users understand the complex concepts behind certain features such as geofencing?​

Session Details
  • Sessions were conducted remotely with 4 participants using Microsoft Teams 

  • Each participant session lasted around 60 minutes

  • This included a short briefing, survey, a usability test, and an interview

  • A debriefing session was conducted internally to synthesize the insights

Thematic Analysis sticky notes
Synthesizing the Data
  • Notes were categorized by common issues using thematic analysis

  • Participant’s subjective task difficulty ratings were also calculated to find the average task rating for each task

Notes written over a high fidelity wireframe of a dashboard categorized by what went well and what needs improvement

Learning & Takeaways

Findings

  1. Reservations and dashboard are the most important features for dealers according to the participants

  2. Dealers would like to view demand, status, and financial reports such as revenue

  3. While the dashboard was noted to be an important feature for the platform, many participants were confused as to what was being shown

Recommendation & Iteration

  1. Verify and edit terminology used within the Admin Portal to ensure user comprehension

  2. Explore the idea of making the dashboard more configurable

  3. Participants have complained about some functions having too many clicks. Explore potentially shortening some flows

After coming up with design recommendations, we were able to iterate on our designs and changed various elements to enhance the user experience.  As a team, we looked at conducting more sessions of user testing in order to continue expanding onto other features as well.

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