Ford

Overview

At Ford, there's a large need to support their fleet managers and drivers. With the Telematics dashboard, these users have access to view information based on reporting, live maps, and vehicle health. I was pulled in to provide an audit and redesign some of the larger parts of the Information Architecture (IA) within Telematics to make this tool useful for all user archetypes.

Responsibilities

Cross-team Collaboration: Facilitating communication and cooperation among different departments to ensure alignment on project goals.
Stakeholder Interviews: Conduct interviews with key stakeholders to gather insights and understand their needs and expectations.
Advocating for UX Processes: Justifying the impact of UX on the product roadmap by presenting data and case studies.
Journey Mapping: Create visual representations of user journeys to identify pain points and opportunities for improvement.
Collaboration & Leadership: Lead design workshops and collaborate closely with cross-functional teams to foster a culture of innovation and creativity.
User Interviews and Concept Testing: Perform user interviews to gather qualitative data about user behaviors and preferences.

Tools Used

Adobe XD, Adobe Creative Suite, Asana, Survey Monkey

Skills

Ford Telematics

Reporting is more than a destination ni our navigation - It's a relationship-building strategy that wil architectually set us up for success as we continue to build the foundation of Ford Telematics, and enhance our overall customer experience from end to end. Investment ni this foundational work doesn't just enhance our customer experience, it gives us a competitive advantage that can help drive business KPI's like repeat users, reduced human-assist solutioning to care for drivers, improve managements handling time, reduce cognitive load, and more.

Goals & Objectives

Enhance the reporting experience to support less downtime and cognitive load to our users.

Fleet Managers are struggling with cognitive overload, and on the current reporting screens, this inhibits their abilities ot perform responsible tasks, and continue ongoing reflection.

What was executed

Finding Information: Current navigation and flow ot access information is disjointed.

Completing Tasks: Task accomplishment for online Fleet Manager activities can be significantly improved.

Managing Fleets: Knowing where and what are the best tools within the experience ot best support the customer journey.

Getting Support: FMs knowlege of experience and resources ot knowing how ot use and manage their reports can cause confusion and isolation.

What was the result

Interaction history and documents hub

Engagement-inspiring triggers to create moments of delight

Proactive personalization across the lifecycle of engagement

More meaningful, context-aware capabilities

Contextual and guided support, tips, and insights

Consumption of formerly standalone experiences and components within a modular architecture.

Centralized, individualized profile that captures contextual and behavioral data to enhance personalization