Introduction
The TRAC Operations App was designed as an efficient and user-friendly tool for ground-level maintenance of micromobility fleets. Closely integrated with the TRAC Dashboard, the app empowered Operators with key functionalities, including vehicle location tracking, task management, maintenance oversight, specification adjustments, report generation, and profile management. By streamlining these processes, the app aims to enhance operational efficiency and support smooth fleet management.
Stakeholder
Location
Problem Space
Micromobility fleet operations face inefficiencies due to the lack of a centralised tool for managing ground-level tasks. Operators rely on disjointed systems like external chats, notes, and spreadsheets, causing delays and communication breakdowns. This hampers their ability to respond to real-time demands, reducing productivity and service reliability. The absence of a purpose-built app adds unnecessary complexity to fleet management.
Secondary Research of Fleet Management Solutions
unplanned maintenance can lead to losses exceeding $760 per vehicle annually.
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Efficiency Gains
Real-time data enables operators to monitor vehicle health, optimize placement, and proactively schedule maintenance, leading to improved customer satisfaction and reduced downtime.
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Fleet Management Software Expansion
The fleet management software market is anticipated to grow from $28.80 billion in 2023 to $93.17 billion by 2032, with a CAGR of 14.70%
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Operational Efficiency
Implementing fleet management software can automate processes, reduce manual errors, and enhance productivity and profitability.
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Operator INTERVIEWS
User interviews with three Operators from a key client provided valuable insights into the challenges of micromobility fleet management. Their real-world experiences informed the design of the TRAC Operations App, ensuring it addresses pain points, enhances efficiency, and supported workflows. Here are some key takeaways and snippets.
What challenges do you face when managing the fleet operations daily?
Raj Patel - Field Technician
“The ability to easily track vehicle health and maintenance history is often overlooked. It would save us time in finding recurring problems.”
Joselito Reyes - Task Coordinator
“Sometimes, we overlook how important real-time vehicle tracking is. It’s easy to forget but so important for operations.”
Ahmed Al-Mansoori - Shift Lead
“The need for detailed task step-by-step isn’t considered. Without clear instructions, we waste time addressing issues that could be handled later or quicker.”
How do you currently track maintenance or operational issues?
Raj Patel - Field Technician
“The lack of some quick filters means sometimes we miss something. It would make completing tasks faster.”
Joselito Reyes - Task Coordinator
“We usually overlook how important it is having a centralized reporting tool. Without it, it’s hard to track progress or spot common problems.”
Ahmed Al-Mansoori - Shift Lead
“Sometimes task status updates are not fully appreciated. Knowing where each task stands in real time would really help.”
What features would improve your daily operations?
Raj Patel - Field Technician
“A feature that tracks vehicle stats. It would help us understand where delays are happening and improve my work time.”
Joselito Reyes - Task Coordinator
“Having operations status notifications, especially for urgent tasks, is something that would be really helpful.”
Ahmed Al-Mansoori - Shift Lead
“The ability to easily flag and track ongoing issues throughout the day isn’t prioritized. We have no way to tell others the status of a job easily and make it trackable.”
Understanding Operators
Insights from the three operator interviews have been used to characterise their specific needs, pain points, desires, and identified opportunities. This mapping aids in the creation of the operations app, directly supporting their work in managing micromobility operations.
Streamlining Operations: Insights and App Navigation
These diagrams illustrate the key tasks operators perform and how the app supports these activities. By mapping out operator needs and aligning them with app features, the design focuses on making their processes smoother and addressing pain points directly.
TAsk Map 1: Operator Roles & Responsibilities
This map shows how different micromobility operators work together. By outlining their daily tasks and shared responsibilities, it highlights key touchpoints for collaboration, helping to design an app that facilitates seamless coordination among operators.
TAsk Map 2: App Structure & Workflow Alignment
This section visualises how the app’s structure supports operator workflows. It breaks down shared and role-specific tasks, pages, actions, and decisions, ensuring the app is easy to navigate and meets the operators’ needs effectively.
ORiginal vs Refresh
This side-by-side view highlights the operations app’s transformation from its original design (2022) to a refreshed version (2023). The original lacked official Fluent Design resources for mobile (at the time), leading to ad hoc elements. The refreshed version vastly improves visibility, accessibility, navigation, and consistency.
This refresh represents a complete overhaul, prioritising operator needs with enhanced usability and seamless navigation.
Before
Task Map (Home)
The Task Map serves as the home screen for the TRAC Operations app. Operators can select tasks directly from the map, search for tasks, centre their location, scan vehicle QR codes, view the task list, access the side menu, and apply filters to the task map.
After
Task Map (Home)
The UI has been revamped to enhance usability and efficiency. Core app functions are now located in a new tab bar for clearer navigation. The header has been redesigned, and the side menu has been removed. A swipe-up drawer has also been introduced, allowing Operators to access common actions and shortcuts, such as finding nearby tasks.
Before
Team Messages
Team Messages functions as an internal chat feature of the app, allowing Operators to communicate with other Operators, colleagues, and report in with HQ.
After
Chat
The Team Messages feature has been updated to Chat. Operators can now filter messages, create and manage groups, view statuses, and access a contacts book with quick filters for better organisation. The UI has been restructured for improved usability.
Before
Task List
The Task List allows Operators to view pending tasks that need to be completed. It shows who is assigned to tasks, unassigned tasks, whether a task is marked as urgent, and includes filters for vehicle and task type. There is a tab view to see all tasks, My Tasks, and unassigned tasks.
After
Task List
The Task List now has enhanced search functionality. Task filters have been redesigned to a draggable filter bar. A new reminder feature notifies Operators when they are assigned new tasks. The Scan QR code button has been added to quickly start tasks. The layout and icons have been improved for better visibility and usability.
Before
Task Process
The Task Process page provides a step-by-step guide to help the Operator complete a task. The Operator must follow the steps in a set order, inputting required data along the way. Each step is slightly different, depending on the task.
After
Task Process
The Task Process page has been completely revamped. Operators now have access to the status of the vehicle and any previous logs. A breadcrumb trail has been added to track progress more clearly. Each step includes clear visuals and actionable, step-by-step guidance, helping Operators complete tasks more accurately and safely. A new Report button has been added to allow Operators to report issues or mark tasks that cannot be fulfilled.
Before
Side Menu
The side menu interfaces with logistics trucks for loading and transporting micromobility vehicles. Users can log fleet vehicles, reset the truck, or adjust fleet vehicle specifications such as frame or battery numbers.
After
Vehicle Ops
This functionality has been moved to a new page, Vehicle Ops. Users now access all logistics truck functions in one place, with added context for clarity. The dedicated page enhances visibility and accessibility.
Before
Load Vehicle
The Load Vehicle page is for Operators to physically place vehicles onto logistics trucks for transport to the fleet depot. Vehicles are tracked and logged by scanning the QR code on each micromobility vehicle.
After
Loading
Logged vehicles are now more clearly displayed, with key specs and product images (if available). A new search bar and help button have been added, along with a more prominent, centred scan button for improved usability.
Before
Reset Vehicle
The Reset Vehicle button allows Operators to communicate with the logistics truck to confirm that no vehicles are loaded onto it. A confirmation screen is displayed before the action is performed.
After
Reset Service Vehicle
The Reset Vehicle function now includes a more contextual alert with additional details before the reset is performed. This enhances clarity and usability. The UI is still dependent on the device’s OS.
Before
Specs Mode
Specs Mode allows Operators to manually adjust the specifications of a micromobility vehicle by scanning its QR code. This ensures vehicle trackability when hardware changes or special hardware installations are made, typically through a text field.
After
Specs Mode
Specs Mode has been improved for better visibility. A Vehicle ID title has been added, along with descriptions for each specification. Additional features include a clear text button, as well as report, save changes, and rescan buttons.
Design System
This project utilised the Microsoft Fluent Design System for its well-defined framework and neutral aesthetic, avoiding alignment with any single brand identity. A 2023 personal refresh incorporated Microsoft Fluent 2 iOS UI kit in Figma to address design flaws of the original project, apply new skills, and reflect my transition to Figma.
During the original design process at TRAC Mobility (2022), Adobe XD was used. In the absence of official Fluent files for Adobe XD or Figma, community-created resources were leveraged to ensure adherence to the design system.
Project Thoughts
From the start of the Operations App redesign, a user-first approach was key to solving operational pain points and ensuring tasks were completed efficiently. User feedback drove improvements to navigation, accessibility, and workflows, although balancing diverse input was challenging. The original project posed a unique challenge as it required designing a solution with few existing examples.
This meant pulling inspiration from other, unrelated products like navigation tools, notes, and to-do lists to create something entirely new.
Returning to the project a year and a half later, with fresh skills and perspective, I was able to significantly refine and improve the design. The end result feels more polished, with a focus on the details.
