Senior UX Designer
•
Lytx
•
3 months
•
2022
Lytx Driver ID
Built systematic user flow to allow assignment, distribution, and usage of QR codes for assigning drivers to vehicles.
ROLE
Senior UX Designer
Company
Lytx
Duration
3 months
Year
2022
The Challenge
Fleet operators needed a reliable way to associate individual drivers with vehicles across large, distributed fleets. Manual driver assignment was error-prone, often skipped, and created data gaps in safety reporting. Without accurate driver attribution, safety scores were unreliable and compliance reporting was incomplete.
The Solution
The Lytx Badge allows drivers to assign themselves to a trip by simply holding a QR code up to the camera to scan in at the start of a trip.
This allows assigning any driver to any vehicle within the company. Administrators can distribute badges electronically to phones (via email) or as physical print-outs, since badges are created automatically for all drivers.
"Our drivers hold it up to the camera, the device makes the scan-in noise, and they're off."
— Fleet Administrator, Enterprise customer (sentiment on how their drivers start a trip)
Outcomes
Responsive
Auto Badge Creation
↑ Scale
Fast Fleet-wide Distribution
+ Insights
Trip Assignment Tracking
The process
1
Discovery & Research - Summary
Conducted several contextual customer interviews jointly with a product manager to discover usage patterns, existing workflows, and functional needs.
Scripted most of the questionnaire, and the product manager recruited the interview participants.
Tested two possible solutions developed by engineering, one of which was QR code scanning.
Users
Customers with no driver ID solution implemented in their driver safety program.
They had multiple drivers and a video recording device with forward facing camera in their vehicles.
They had an admin and staff responsible for coaching risky driver behavior captured on video.
They had the latest video recording device hardware version installed.
Needs
Reduce burden on safety personnel who have too many unidentified video events and data points to manage efficiently.
Assign video events and data to drivers before coaches or managers see it.
Should be easy to implement with minimal to no additional cost to user.
Problems
Some drivers are not assigned to specific vehicles; could drive any vehicle.
Some drivers have no set schedules, making it difficult to assign by API.
Findings
Some drivers carry badges; leveraging existing habit of carrying one could work. [use existing paradigms]
Some customers were interested in integration with existing badges to minimize disruption
Customers willing to print out badges for scanning if made easy for them to distribute; common badge sizes.
Many customers are mostly familiar with or able to learn 3rd party label printing software
QR code scanning was easier and more cost effective to implement than an alternate solution (further data on this is confidential).
2
Definition - Summary
Mapped the full lifecycle of a driver ID credential: creation by admin, distribution to driver, assignment to vehicle at trip start, and trip logging through data insights.
Opportunity
Given there are existing and potential customers who can't use an API solution or designated vehicle assignment for driver ID, QR code scanning is a functional alternative.
Logistically: Drivers could be assigned unique QR codes identifying themselves.
Technologically: Existing hardware was capable of reading QR codes with a software update.
Operationally: Customers were willing to distribute badges to drivers and require their use.
Personas
Driver: Cares about getting paid, getting home safely, and not getting in trouble; fulfills pre-trip checklist responsibilities.
Coach: Cares about correcting problematic behaviors as soon as possible to keep drivers safe.
Admin: Cares about efficiently running operations and managing personnel.
Wants/Needs
Driver: Ability to easily register for a trip with minimal hassle, avoid getting in trouble for forgetting to do it.
Know when device is ready for scanning. [Device prompt]
Have access to instructions for help. [Badge prompt]Coach: No pending tasks of assigning drivers to unassigned videos; focus on coaching. [Passive benefit]
Admin: Ability to easily distribute QR codes to drivers.
Automatically assign QR codes to driver. [System function]
Print in bulk to paper or adhesive labels to stick to badges. [Admin function]
Email QR code to drivers who can scan code on their phone screen. [Admin function]
Pain Points
QR code must be clearly readable and unaltered; can cause problem with printed badges.
Label printing software can sometimes be difficult to work with regarding importing badges.
Drivers might need more opportunity to scan if they forget.
3
Design & Prototyping - Summary
Designed the QR code generation, bulk distribution, and in-cab scanning flows across admin web app and driver mobile interfaces.
Designed error states for lost cards, multi-driver vehicles, and shift handoffs.
Designed device feedback states and tones.
Ideation
System Workflows
Admins > Web portal flow
Drivers > In-vehcle interaction
Badge Management
Admin page layout and automated behavior (if user given role of driver).
Workflow for downloading and emailing driver badges.
Interaction and workflow for bulk distribution of badges.
Built-in error prevention to ensure only proper roles receive a badge.
Badge Design
Design of badge layout:
Physical layout and dimensions
Digital layout and dimensions
Adjustable font sizing based on name length (smaller if longer, multiple lines).
Device Hardware Interaction
Design of LED feedback on vehicle camera for badge scanning.
Badge ready to scan
QR code read error (invalid code)
QR code scan success
Design of audio feedback for scan interactions
Prototyping & Testing
Badge Testing
Printed multiple QR code sizes.
Printed badges using different label-making software.
Tested scanning from expected range of distances.
Incorporated findings into printable badge instructions.Tested multiple name lengths, solved with variable sizing
Updated design with unique readable identifier to solve for drivers with same name
Device Testing
Designed color scheme and light pattern to accommodate color blindness accessibility
Added LED animations and timing to better communicate device status.
Brainstormed unique animation pattern with design team.
Tested upward intonation audio feedback for success, downward for errors.
Software Testing
Iterated Admin screen designs and flows
Tested click-through screens for crude prototyping (designed in Sketch).
Tested multiple languages, adjusting instructions to fit on badge preview for all languages.
Walked through mockups with customers to test expectation of functions and receive feedback.
4
Delivery - Summary
Partnered closely with engineering through QA cycles to validate edge cases.
Ran structured QA testing sessions with developers using production hardware.
Delivered a hardened flow that accounted for all roles impacted.
Results
Launched Lytx Badge initiative which was rolled out to customers. It was eventually incorporated into a Driver App by another designer, however feedback suggests some considerations for QR contrast ratios and screen glare weren't accommodated during app integration. As a result, data analytics revealed lower than expected usage of the approach. New Facial ID functionality is also being introduced to assist in the identification tasks.
Lessons Learned
While customers now have a new method for assigning drivers, there were some psychological aspects not taken into account during initial product planning. We discovered how customers were using the badge solution based on user interviews and data analytics following roll-out.
Assumption: Drivers will badge in because their company requires them to do it.
Reality: Drivers often don't badge in.
Companies often don't enforce badge scans or reprimand drivers for not badging in. Even with insights report to track Driver ID usage within the company, people often aren't following up with drivers who don't scan, possibly from a change to the industry with driver retention challenges (further investigation underway).
Drivers can choose not to scan without repercussions.
Drivers aren't motivated to scan because it means getting into trouble for bad behavior.
Drivers forget to scan because sometimes they have too many trips.
Drivers get tired of scanning sometimes because they have too many trips.
Drivers sometimes report difficulty in getting a successful scan (further investigation required).
Badge scanning is lower than expected (the numbers are company confidential).
On the upside, more customers than before are able to have videos automatically assigned to drivers because of the badge solution.
