Who are the stakeholders?
From our research, we found that:
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The use of telematics dramatically differs with the size of the customer.
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Communication between Volvo CE and their small business owners (standard customers) is transported through multiple stakeholders.
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Volvo CE has excellent connections with nation key accounts, whereas not so much with small business owners (standard customers)
Research Insights
Customers want to get actionable items without interpreting the data.
Volvo's subscription product interface is hard to read compared to that of their competitors. Therefore, the customers reach out to Volvo's Sales Manager to interpretation.
Inefficient communication leads to delays in action.
When the subscription product has a new alert, the new information is passed down through many levels and channels, taking time to reach the equipment manager or the technician and operator.
Customers need more time to realize the value of telematics.
Small business owners (standard customers) do not understand the impact of data on there business
The Opportunity
How might we make the service more accessible for small business owners (standard customers) to realize the value and impact of telematics service on their business?
Concept Development
After team brainstorming, the main feature identified was a customizable dashboard, followed by multiple sub-features that could go into the dashboard. A customizable dashboard would help each stakeholder gain actionable information that they need at a glance and develop insights that can impact their business. Also, a customizable dashboard could work as a "container" to include many sub-features and datasets.
To test the viability of our concepts, we decided to conduct co-design sessions with stakeholders to identify what they want to see on the dashboard, and give suggestions on other customers’ view.
Fleet Owner
Value uptime, ROI, and efficiency
Fleet Manager
Value efficiency, utilization, and misuse
Operator
Need to complete paper checklist before each work session, and wish to see job performance.
Technician
Need to get machine information ahead of time to complete fix.
Our solution, Telos, is a versatile platform that provides essential information to different types of users via a hybrid business resource planning and analytics dashboard.
The Solution
Right information for the right people
Next Generation Fleet Management
Duration
January - May, 2021
My Role
UX Designer
Overview
A Carnegie Mellon University graduate degree’s capstone project sponsored by Volvo Construction Equipment.
This project is under NDA, please contact me for more details.
Background
Volvo Construction Equipment’s machines have sensors that collect data like fuel efficiency, machine alerts, and so on to help machine owners make key business decisions. These data are called “Telematics.” Often, telematics is vast in amount and challenging for the users to extract useful information. Volvo CE has two data subscription products: CareTrack and Active Care Direct. They are looking for new solutions to provide the customers with insightful information while not overwhelming them.
With Volvo’s problem statement:“How can we help the customers better utilize and understand the data being collected in order to increase uptime, plan for service and maintenance, ensure individual value, and not be overwhelmed by data overload?”
The team decided to re-examine the provided challenge with research to understand the industry and explore other underlying opportunities.
