Top 3 Equipment Rental Company
Logistics inspection app
My team and I provided design and UX support for logistics feature updates across desktop and mobile, piloted a logistics web app to replace legacy systems, aligned systems with evolving business needs and user feedback, and researched a mobile app concept to enhance the driver experience.
Industry
Top 3 Equipment Rental Company
Agency
CapTech Consultancy
My Role
Product designer, visual designer
Tools
Figma, Salesforce LDS
Disciplines
Journey mapping
Lightning Design System (LDS)
Product design
Salesforce
Stakeholder and user interviews
User personas
UX/UI design
Visual design
User flows
Top 3 Equipment Rental Company
Logistics inspection app
My team and I provided design and UX support for logistics feature updates across desktop and mobile, piloted a logistics web app to replace legacy systems, aligned systems with evolving business needs and user feedback, and researched a mobile app concept to enhance the driver experience.
Industry
Top 3 Equipment Rental Company
Agency
CapTech Consultancy
My Role
Product designer, visual designer
Tools
Figma, Salesforce LDS
Disciplines
Journey mapping
Lightning Design System (LDS)
Product design
Salesforce
Stakeholder and user interviews
User personas
UX/UI design
Visual design
User flows
Top 3 Equipment Rental Company
Logistics inspection app
My team and I provided design and UX support for logistics feature updates across desktop and mobile, piloted a logistics web app to replace legacy systems, aligned systems with evolving business needs and user feedback, and researched a mobile app concept to enhance the driver experience.
Industry
Top 3 Equipment Rental Company
Agency
CapTech Consultancy
My Role
Product designer, visual designer
Tools
Figma, Salesforce LDS
Disciplines
Journey mapping
Lightning Design System (LDS)
Product design
Salesforce
Stakeholder and user interviews
User personas
UX/UI design
Visual design
User flows
Ask
Service to scale
As a leading equipment rental company's digital experience team grew, they wanted to ensure the team was designing for a user-first experience and that internal teams vetted new ideas and experiences prior to creating any code. We partnered with them and Salesforce to provide strategic and high-fidelity Figma-based design support to encourage long-term adoption.
Ask
Service to scale
As a leading equipment rental company's digital experience team grew, they wanted to ensure the team was designing for a user-first experience and that internal teams vetted new ideas and experiences prior to creating any code. We partnered with them and Salesforce to provide strategic and high-fidelity Figma-based design support to encourage long-term adoption.
Ask
Service to scale
As a leading equipment rental company's digital experience team grew, they wanted to ensure the team was designing for a user-first experience and that internal teams vetted new ideas and experiences prior to creating any code. We partnered with them and Salesforce to provide strategic and high-fidelity Figma-based design support to encourage long-term adoption.
Approach
Uncovering opportunities
Based on stakeholder feedback and an internal audit of the service and logistics systems, my team and I drafted a user persona, journey map, and several illustrated user flows as part of a detailed driver’s journey storyboard. Logistics has many moving parts, and our findings were complex, so we designed visual aids for the driver journey map to make our analysis easier for stakeholders to digest.
Approach
Uncovering opportunities
Based on stakeholder feedback and an internal audit of the service and logistics systems, my team and I drafted a user persona, journey map, and several illustrated user flows as part of a detailed driver’s journey storyboard. Logistics has many moving parts, and our findings were complex, so we designed visual aids for the driver journey map to make our analysis easier for stakeholders to digest.
Approach
Uncovering opportunities
Based on stakeholder feedback and an internal audit of the service and logistics systems, my team and I drafted a user persona, journey map, and several illustrated user flows as part of a detailed driver’s journey storyboard. Logistics has many moving parts, and our findings were complex, so we designed visual aids for the driver journey map to make our analysis easier for stakeholders to digest.
Driver user persona illustrating their daily tasks, pain points, and needs.
Driver user persona illustrating their daily tasks, pain points, and needs.
We analyzed the daily routines of in-shop service techs and the drivers who are responsible for rental equipment pickup and repairs. We broke down drivers' daily operations into several phases—pre-trip, driving, drop-off, pick-up, breakdown service calls, and post-trip—pinpointing key tasks, pain points, areas of need, and where these items of note showed up in a driver's journey. Ride-alongs helped establish the driver persona and journey map creation to show driver pain points and inform UX and design
We analyzed the daily routines of in-shop service techs and the drivers who are responsible for rental equipment pickup and repairs. We broke down drivers' daily operations into several phases—pre-trip, driving, drop-off, pick-up, breakdown service calls, and post-trip—pinpointing key tasks, pain points, areas of need, and where these items of note showed up in a driver's journey. Ride-alongs helped establish the driver persona and journey map creation to show driver pain points and inform UX and design
We analyzed the daily routines of in-shop service techs and the drivers who are responsible for rental equipment pickup and repairs. We broke down drivers' daily operations into several phases—pre-trip, driving, drop-off, pick-up, breakdown service calls, and post-trip—pinpointing key tasks, pain points, areas of need, and where these items of note showed up in a driver's journey. Ride-alongs helped establish the driver persona and journey map creation to show driver pain points and inform UX and design
Detailed driver journey map illustrating their daily routine from pre-trip to post.
Detailed driver journey map illustrating their daily routine from pre-trip to post.
Notable areas of tension: Drop-off and pick-up stages of a driver's journey + associated feelings
Notable area of tension: Drop-off stage of a driver's journey + associated feelings
Notable areas of tension: Drop-off and pick-up stage, driver safety concerns + the tools they utilize
Notable area of tension: Drop-off stage, driver safety concerns + the tools they utilize
Notable areas of tension: Drop-off and pick-up stage pain points + opportunities to improve the experience
Notable area of tension: Drop-off stage pain points + opportunities to improve the experience
In addition to work on the inspection pilot, we created storyboards illustrating the current state vs. future state conceptual mobile designs for a next-gen driver app, paving the way for an improved driver app that increases driver satisfaction and eases delivery complications.
In addition to work on the inspection pilot, we created storyboards illustrating the current state vs. future state conceptual mobile designs for a next-gen driver app, paving the way for an improved driver app that increases driver satisfaction and eases delivery complications.
In addition to work on the inspection pilot, we created storyboards illustrating the current state vs. future state conceptual mobile designs for a next-gen driver app, paving the way for an improved driver app that increases driver satisfaction and eases delivery complications.
Sample storyboard - Delivery stage current state with existing system
Sample storyboard - Delivery stage current state with existing system
Sample storyboard - Delivery stage future state for driver app concept with driver journey improvements
Sample storyboard - Delivery stage future state for driver app concept with driver journey improvements
Results
Field service prototype
With strong stakeholder buy-in, we began transitioning off the legacy system and piloting an inspection app designed to improve the drivers’ experience and align with yard technicians and customer care staff on the service side. We conducted a competitive analysis to uncover opportunities and identify UX best practices, built a component library, created UI designs, and produced several high-fidelity flows with a prototype to demonstrate the app’s utility.
Results
Field service prototype
With strong stakeholder buy-in, we began transitioning off the legacy system and piloting an inspection app designed to improve the drivers’ experience and align with yard technicians and customer care staff on the service side. We conducted a competitive analysis to uncover opportunities and identify UX best practices, built a component library, created UI designs, and produced several high-fidelity flows with a prototype to demonstrate the app’s utility.
Results
Field service prototype
With strong stakeholder buy-in, we began transitioning off the legacy system and piloting an inspection app designed to improve the drivers’ experience and align with yard technicians and customer care staff on the service side. We conducted a competitive analysis to uncover opportunities and identify UX best practices, built a component library, created UI designs, and produced several high-fidelity flows with a prototype to demonstrate the app’s utility.
Inspection app custom Salesforce LDS components
Inspection app key screens
Inspection app custom Salesforce LDS components
Inspection app key screens
We included support for notifications and photo capture for drivers on desktop and mobile, easing day-to-day frustrations, schedule pressures, and inaccuracies.
We included support for notifications and photo capture for drivers on desktop and mobile, easing day-to-day frustrations, schedule pressures, and inaccuracies.
We included support for notifications and photo capture for drivers on desktop and mobile, easing day-to-day frustrations, schedule pressures, and inaccuracies.
Wanna try it out?
Yes
Wanna try it out?
Yes
Click here to view the Figma prototype
