B2B EV onboarding for fleet managers
I led the end-to-end design of a smoother, more transparent onboarding experience for fleet managers managing electric vehicles. The goal was to simplify vehicle connection, improve data clarity, and ensure accurate tracking of utility program participation. Through rapid prototyping and 3 rounds of user testing with real fleet users, I redesigned the flow to reduce confusion, streamline setup, and surface critical vehicle data. The outcome: ✔️ 30% increase in user satisfaction ✔️ 35% faster onboarding ✔️ 95% of vehicles now accurately show program status (up from 70%)
Problem definition
Challenge
Fleet managers face significant inefficiencies in the onboarding and monitoring process for vehicles in the ConEd SCNY program.
Key issues
Vehicle Data is unintuitive and often inaccurate.
Lack of clear telemetry data status, causing fleet managers to miss when telemetry access is lost.
Utility program participation status is missing, making it difficult for fleet managers to track program participation.
Vehicles are hard to identify, slowing down workflow and creating errors in fleet management.
Desk Research
User Interviews: Conducted 5+ interviews with fleet managers to understand key frustrations.
Telemetry & onboarding workflow analysis: Mapped current processes to identify major gaps in data visibility and usability.
Benchmarking: Studied 3 competitor fleet management platforms to identify best practices in vehicle listing, onboarding, and telemetry data presentation.
Key Friction Points
Fleet managers need more transparency in vehicle data, specifically regarding telemetry status and program participation.
Vehicles without clear identification or data access indicators cause errors in vehicle assignment and management.
Project Goals & Objectives
Goal
The goal of this short sprint was to:
Onboard new vehicles more efficiently with streamlined data relationships.
Create a functional vehicle listing page that provides clear data and easy identification for fleet managers.
Key Metrics
Onboarding efficiency: decrease the time required to onboard a vehicle by 30%.
Usability improvements: Increase user satisfaction with the vehicle list page by 25% (measured through user surveys and feedback).
Design Process & Iteration
Ideation: Brainstormed solutions for data clarity and improved vehicle identification. Focused on simple, intuitive design changes.
Wireframing & Prototyping: Developed low-fidelity wireframes for rapid iteration based on early feedback.
Usability Testing: Conducted 3 rounds of testing with fleet managers to validate and refine the design, ensuring all key features were met.
Key Features
Redesigned EV selection and connection flow for clarity
Status indicators for vehicle connectivity and data sync
Program participation visibility integrated into the vehicle list
Improved error handling and success confirmation states
Improvements
Onboarding Workflow: Streamlined data relationships between B2B organisations, vehicles, and users to improve vehicle onboarding speed.
Vehicle Identification: Added vehicle names and make logos for easier identification.
Telemetry Data Visibility: Introduced clear indicators showing when telemetry data is lost.
Utility Program Participation: Added an indicator to clearly show which vehicles are part of a utility program.
Intuitive Data Presentation: Redesigned the Vehicle Data column for better clarity and usability.
Results
+30% increase in user satisfaction, exceeding the 25% target
35% faster onboarding, meeting the efficiency goal
95% accuracy in program tracking, up from 70%
