ux/ui redesign for Skytrack's mobile app
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Overview
Skytrack is a fleet management software based out of Thessaloniki, Greece that was largely built out on desktop before a mobile app was developed. Many of their users had requested a mobile app version of the software they could use on their phones. However, after spending a significant amount of effort into developing an app, their users were dissatisfied with the functionality of the app and didn't use it very often.
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At first, Skytrack believed it was a visual design issue and brought myself and my design partner in to carry out a UI overhaul of the app. While UI updates were a significant part of the project, we also found that there were issues with the available features and user journeys on the mobile app. We conducted user interviews with users, specifically fleet managers, to understand why they weren't using the app and what features needed to be implemented in order to help them complete necessary tasks on the app.
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The result was a revamped mobile app that went beyond UI design and included new dashboards, navigation, and task completion features that allowed users to use Skytrack while out in the field and didn't require them to be at their desk.
PROJECT PROCESS & DETAILS
UI DESIGN & PROJECT PIVOT
When we initially began this project, my designer and I were focused on updated the visual design of the app. We set to work on building out new prototypes in Figma to demonstrate the design changes and updates.
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However, I can't necessarily turn off my research brain and I started to get the sense that there might be more issues users had with the app that went beyond visual design. I went back to Skytrack and asked them if we could increase the scope of the project to include conducting user research with users and potentially building out new workflows and features depending on the results of the research.
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At first, Skytrack was hesitant to conduct user research, but after many conversations and many weeks of persistence, they agreed to letting us conduct interviews with 3 fleet managers who had used the app and provided feedback to the company in the past.
USER INTERVIEWS
Once approved to conduct user interviews, my teammate and I developed a set of questions to ask user about their experience using the Skytrack app. Questions focused on understanding their roles, their behavior, and what type of tasks they needed to complete as part of their role.
1. How often do you use the app? Why?
2. What do you like about the current app? What do you dislike?
3. What are the most important tasks you need to perform as part of your role?
4. Does the app support you in completing those tasks?
5. What improvements could be made to the app that would make it easier for you to use?
Interviews were conducted with 3 fleet managers who had used the app and had provided feedback on the Skytrack software in the past. I personally did not conduct the interviews, because they all spoke Greek and I do not speak Greek. However, the designer I worked with on this project is Greek and was able to conduct the interviews with our participants. He then translated the transcripts into English so I could analyze the data.
DATA ANALYSIS
Data analysis began with coding the transcripts from the user interviews to find common patterns between users. These patterns were then mapped onto an affinity map that helped us determine common pain points among users, behaviors across multiple participants, and key tasks they needed to be able to complete on the app.
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The biggest insight that came from the data was that while participants were able to complete necessary tasks on the desktop software, they were often working out in the field and needed to be able to complete these tasks on their phones. The app did not support essential features that were part of the desktop software. We used this insight to inform new feature builds and feature redesigns on the app.
THE INSIGHT
Users were often on the road and needed to be able to easily complete essential tasks while out in the field rather than on a desktop in an office.
From there, we developed new features and designs that supported key tasks and journeys that were essential functions for these fleet managers. Some of the new features and designs included:
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New dashboard with fleet stats
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Improved navigation menu
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Creating and editing routes
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Managing maintenance
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Managing objects/vehicles
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Accounting and billing
WIREFRAMING & PROTOTYPING
Once our new features were defined, we started designing by first creating wireframes to get a sense of how these new features might look and check in with development and leadership teams to ensure the design was on the right track and fit within the technology capabilities.
FINAL DESIGNS
After multiple rounds of design iteration with wireframes, the UI design was added to the screens to create final designs, complete with a clickable prototype to demonstrate new feature interactions.
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Updated dashboard, navigation, and object control screens
New route creation feature
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New accounting and billing feature
REFLECTION
What I learned:
This project was a huge learning opportunity for me in demonstrating the value of user research and advocating with the leadership team to have research approved that would inform design. I focused on aligning the business goals and objectives with the purpose and outcomes of the research in order to tell a story of how research would impact the design and take the app experience to the next level.
Managing the scope of this project was also a learning opportunity for me, where I had to take the new ideas from research and development teams and balance that with the project goals, timelines, and budgets.
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If I had more time:
If I had more time I would want to conduct user interviews with more types of users beyond fleet managers. It would be beneficial to get the perspectives of truck drivers and warehouse managers who also use the app and make sure their needs were also being met with our new designs.
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I would have also liked to conduct usability testing after each round of design iteration in order to ensure the designs were headed in the right direction and we were building the right features for our users in a way that mad sense to them