Ux research & dovetail

Overview

Research Focus

Today, when a bus driver calls in sick and cannot cover their route for the day, their route needs to be re-assigned so it is covered.

As a result, when student transport personnel needs to reassign a route, they are often scrambling to find a way to quickly re-assign the route, often under stressful last-minute conditions.

However, there is currently no way to address this pain point within Zonar’s OnRoute experience. To solve this pain point for our customers, the OnRoute product needs a quick and easy way for dispatchers to re-assign routes to available drivers to ensure that the route is covered.

Desired Business Impact: Inform product functionality to solve customer problem and improve competitive advantage
Contributions: Oversaw creation of user test plan and testing materials, participated in interviews, research synthesis, and created executive summary.

Project Length: 3 weeks
Team Size: 3 people, Eva Collins, Devansh Sharma and myself
Role: UX Manager, UX researcher

“How might we empower users to create and maintain routes that maximize the resources they have?”

Methodology

Research Plan

Methodology

Customer interviews with 5 different schools / 8 people. Conducted with scripts, captured in Teams, and transposed to Dovetail for synthesis.

Objectives

… understand how significant this problem for customers is today

… capture what steps, tools, or task flows do they utilize today to solve this problem

… understand what the customers’ expectations of routing software in terms of triaging this problem

… gather information to generate prototype-able solutions to test with customers

Research Plan

Dovetail

Interviews added to Dovetail..

We then used Dovetail to highlight, sort, and derive insights from customers...

Figjam

…then organized user suggestions into categories to enhance clarity and actionable insights.

Insights

During our research sessions, we identified a greater number of customer challenges than initially anticipated. However, we successfully validated that adding route modification capabilities to the OnRoute product provides significant value to customers. Based on the insights gathered, I compiled an executive summary highlighting additional pain points that, while beyond the scope of this research, may warrant consideration for future improvements.