## **Gorgias Chat in customers' websites**

As of January 2024

Gorgias Chat Redesign

## **How might we help users make sure drivers are following a planned route?**

### **Problem**

By collecting and analyzing feedback from Product Board, I was able to point out that users struggled to check if drivers were following the planned routes they were assigned and if there were any deviations from the main route – which may lead to higher fuel expenses, delayed deliveries – since there was no connection between the Routing and Trips features, having to **manually compare a trip and the planned route report (.xls)** to check if everything went according to plan.

> **"I need to see the planned route alongside the current trip so if the driver deviates from the route, I can take immediate action."**
>
> *– Fleet manager at Guima*

\
**Solution**

From user feedback and the defined problem, the squad got to a solution: compare a planned route and the assigned driver's trip, allowing the fleet manager to check if all the planned stops were made and make sure that the route was executed as close to the plan as possible.\
\
It also aimed to help users identify unplanned stops and any potential delays.

* **Check for unplanned stops and route deviations**

* **Make sure deliveries are being made on time**

* **Improve current process of route and trip comparison**

\
**Proof of concept**

To quickly validate the value of the proposed solution, we developed a lean version of the feature and tested it for a month.\
\
It allowed the users to:

* See all routes planned for a selected date while using the **Trips** feature

* Visualize the planned route over the executed trip, as well as the planned stops

Some usability aspects (such as overlapping stops or the route selection picker) were compromised in order to deploy the feature faster and collect user feedback sooner.

```cv
gallery
{"layout":"hscroll","images":[{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FaVNe1Q2XESbnW3pLkkQGnlShSom2%2FJpnbBSp040BhtlVvul1f%2F72f4b902-543c-4c91-b94d-a7e5283fab7e.png?alt=media&token=40ea0b03-49af-469d-a1c8-7ee0a264c393","id":"72f4b902-543c-4c91-b94d-a7e5283fab7e","width":1440,"height":1440,"filename":"proofOfConcept.png","type":"image/png","caption":"","border":false}]}
```

### **UI Refinement**

The main feedbacks we gathered from the proof of concept were:

* It's hard to select the correct route to compare, having a lot of routes planned on the same day and not being able to customize their names

* Overlapping pins make it complicated to see if there were any stops made that weren't planned

* When planning a route, I get to see its estimated fuel cost, duration and mileage; This information should also be available when comparing routes and trips

Based on that, I worked on the following **improvements**:

* Assign driver to route during planning and show only those routes on Trips

* Compare estimated and actual trip information (fuel cost, mileage, trip duration)

* Highlight stops made outside a saved location's geofence – often considered unplanned stops

* Map components facelift – trip path and stop pins

```cv
gallery
{"layout":"hscroll","images":[{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FaVNe1Q2XESbnW3pLkkQGnlShSom2%2FJpnbBSp040BhtlVvul1f%2F543c517a-5106-4962-990c-e79e971eb978.png?alt=media&token=78bb3cd9-2ef8-40de-a027-2317639c981f","id":"543c517a-5106-4962-990c-e79e971eb978","width":2880,"height":800,"filename":"actions.png","type":"image/png","caption":"","border":true}]}
```

```cv
gallery
{"layout":"hscroll","images":[{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FaVNe1Q2XESbnW3pLkkQGnlShSom2%2FJpnbBSp040BhtlVvul1f%2F063008d9-4d8e-4fe5-a5e8-1bcaffb72820.png?alt=media&token=ab41f0f2-8df6-43bc-863f-013f385e8ab2","id":"063008d9-4d8e-4fe5-a5e8-1bcaffb72820","width":2660,"height":2148,"filename":"UI-1.png","type":"image/png","caption":"","border":false},{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FaVNe1Q2XESbnW3pLkkQGnlShSom2%2FJpnbBSp040BhtlVvul1f%2F3ea148b4-5575-4890-9333-17da3377566e.png?alt=media&token=a992511a-ecd9-4b9d-a1b4-6ec5245fc731","id":"3ea148b4-5575-4890-9333-17da3377566e","width":2660,"height":2148,"filename":"UI-2.png","type":"image/png","caption":"","border":false},{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FaVNe1Q2XESbnW3pLkkQGnlShSom2%2FJpnbBSp040BhtlVvul1f%2F2aab0256-429b-4caa-9e03-dd22f491166b.png?alt=media&token=7c37193c-46cd-4a57-a205-6121b748a40f","id":"2aab0256-429b-4caa-9e03-dd22f491166b","width":2660,"height":2148,"filename":"UI-3.png","type":"image/png","caption":"","border":false}]}
```

### **Results**

The first month after feature launch indicated that users were exporting less planned route reports and saving routes more frequently, while also comparing routes. It is possible to imply that the feature improved the manual process users went through to compare previously planned routes and actual executed trips.

* **+102% saved routes**

* **379 Trip x Route comparison events**

* **-15% Planned routes report export**

(400 MAUs using Routing at the time)

Route Comparison

## **Design Sprint**

### **Setting the stage**

To prepare for the design sprint, we gathered to define a schedule and team, which was composed by me as the designer and co-facilitator, a facilitator, a front-end engineer, a back-end engineer and a product manager.\
\
The big challenge was to enable our users to **track planned routes and deliveries in real time**.\
\
With the challenge in mind, we raised questions we needed answers to and outlined technical constraints, which would guide our expert interviews and help us define the problem and pick a target to work on.

```cv
gallery
{"layout":"hscroll","images":[{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FaVNe1Q2XESbnW3pLkkQGnlShSom2%2FQ63n0Y33gvrt4eCJGe37%2F34d5f880-5fa4-45aa-9d2a-82da7b244818.png?alt=media&token=5b4ab5fe-be39-43aa-bbd1-84330d960960","id":"34d5f880-5fa4-45aa-9d2a-82da7b244818","width":1640,"height":2200,"filename":"set-the-stage.png","type":"image/png","caption":"","border":false}]}
```

### **User journey**

By conducting lightning talks with stakeholders (Cobli's sales consultants, customer success managers and product managers) we aimed to gain insight on what were the our users' needs and the challenges they met to map the user journey, which turned out like this:

```cv
gallery
{"layout":"hscroll","images":[{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FaVNe1Q2XESbnW3pLkkQGnlShSom2%2FQ63n0Y33gvrt4eCJGe37%2Fc19496db-9a61-44fb-9518-97abc5bfc566.png?alt=media&token=51cf2d96-d06a-4045-90b0-45bb09b32afb","id":"c19496db-9a61-44fb-9518-97abc5bfc566","width":3596,"height":1622,"filename":"user-journey.png","type":"image/png","caption":"","border":false}]}
```

### **Discovery**

Since we wouldn't be able to have users coming over for lightning talks due to their busy schedules, we ran a quick discovery process, in which I was responsible for conducting user interviews while my teammates would gather industry and analogous benchmarks and user feedback from Product Board.

#### **User interviews**

I focused mainly on discovering how users currently planned and tracked routes and deliveries and the problems they faced in these processes.

Some of the guiding questions were:

1. Could you tell me about the logistical process you go through, step by step, from receiving a new order to it being delivered?

2. While routes are being executed during the day, what are the activities/tasks you do to track them and guarantee deliveries are being made in time?

3. What are the main problems you face while tracking planned routes?

Below are the key findings from the interviews:

```cv
gallery
{"layout":"hscroll","images":[{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FaVNe1Q2XESbnW3pLkkQGnlShSom2%2FQ63n0Y33gvrt4eCJGe37%2Fdecbc0f5-8fb7-4efb-9a26-5fa833e0d6f6.png?alt=media&token=9e49bb5a-839d-44ff-b0d6-780d661e95bf","id":"decbc0f5-8fb7-4efb-9a26-5fa833e0d6f6","width":2639,"height":1714,"filename":"insights.png","type":"image/png","caption":"","border":false}]}
```

### **Problem & target**

From the user journey and insights, we were able to pinpoint our targets:

1. How might we show in detail which deliveries were made and which ones were still pending?

2. How might we make it easier for fleet managers to check the whole fleet route progress?

> * **No visibility of delivery status**
>
> * **Needs to check vehicle's trip by trip to get an idea of route completion**

### **Solution**

We then sketched multiple solutions and created storyboards to vote and decide which ones would make it to the prototype.

```cv
gallery
{"layout":"hscroll","images":[{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FaVNe1Q2XESbnW3pLkkQGnlShSom2%2FQ63n0Y33gvrt4eCJGe37%2F2eb800c9-bd20-482f-8e47-ed0571562080.png?alt=media&token=9a7c6f75-8e05-4505-ae27-e22fcb395ed7","id":"2eb800c9-bd20-482f-8e47-ed0571562080","width":2000,"height":1640,"filename":"remix-sketch.png","type":"image/png","caption":"","border":false}]}
```

There were two technical constraints: (1) we couldn't depend on driver input to update delivery status since the driver app adoption and engagement were very low at the moment and this could limit the potential value of the solution and (2) routes needed to have drivers assigned to them so we could track progress, as temporary geofences would be created and delivery status would be updated when the vehicle entered them.\
\
We then decided the prototype would contemplate:

* Displaying an overall route progress on the Monitoring tab (product's most used feature)

* A section to show each route's progress and delivery status

* Showing individual vehicle's route progress

Below are the prototype key interfaces:

*Note: the first prototype screen was designed by Nathalia and we paired on the second. Third and fourth were designed by me.*

```cv
gallery
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```

### **Usability tests**

Four usability tests were conducted with users, and the main takeaways were:

* Progress card on monitoring works when the fleet manager needs an overall route status update; Information should be clearer though

* Makes sense to find the track routes section inside the "Routes" menu and it's easy to find route details, but route information (estimated duration, mileage) is not relevant in this context

* All users tried to find the individual vehicle progress shown on map by going to the Trips feature instead of clicking the button "Acompanhar" (track) on the vehicle list.

From these insights, I refined the solution that went to production.

```cv
gallery
{"layout":"hscroll","images":[{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FaVNe1Q2XESbnW3pLkkQGnlShSom2%2FQ63n0Y33gvrt4eCJGe37%2Fe0270362-9d22-4c41-a57f-7f2b7e292c58.png?alt=media&token=a13bc8e9-cc76-4c03-b3c8-52a3af0eafbd","id":"e0270362-9d22-4c41-a57f-7f2b7e292c58","width":1580,"height":2324,"filename":"usability-test-takeaway.png","type":"image/png","caption":"","border":false}]}
```

### **Refined solution**

```cv
gallery
{"layout":"hscroll","images":[{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FaVNe1Q2XESbnW3pLkkQGnlShSom2%2FQ63n0Y33gvrt4eCJGe37%2F931242d9-7e6f-4a5e-8636-4700bf9592f2.png?alt=media&token=5a424af6-022e-40ef-8fbd-34e2a64a5305","id":"931242d9-7e6f-4a5e-8636-4700bf9592f2","width":2760,"height":2248,"filename":"ui-track-routes.png","type":"image/png","caption":"","border":false},{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FaVNe1Q2XESbnW3pLkkQGnlShSom2%2FQ63n0Y33gvrt4eCJGe37%2Fd26ef53f-6d69-4820-8c9b-687ac362b8f7.png?alt=media&token=da7b8a25-1c2f-488f-a58c-7de431df5d2f","id":"d26ef53f-6d69-4820-8c9b-687ac362b8f7","width":2760,"height":2248,"filename":"ui-track-routes-row-hover.png","type":"image/png","caption":"","border":false},{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FaVNe1Q2XESbnW3pLkkQGnlShSom2%2FQ63n0Y33gvrt4eCJGe37%2Fbb84b017-a5b7-4f41-844b-e96f6c014f0c.png?alt=media&token=5d33df2c-54e9-4b9e-8713-0568de5dacda","id":"bb84b017-a5b7-4f41-844b-e96f6c014f0c","width":2760,"height":2248,"filename":"ui-track-routes-details.png","type":"image/png","caption":"","border":false},{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FaVNe1Q2XESbnW3pLkkQGnlShSom2%2FQ63n0Y33gvrt4eCJGe37%2F9460877d-87fb-4004-ab37-311fe1587100.png?alt=media&token=ce4d9c14-770d-4638-902b-ea505b8df9ca","id":"9460877d-87fb-4004-ab37-311fe1587100","width":2760,"height":2248,"filename":"ui-card-day.png","type":"image/png","caption":"","border":false},{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FaVNe1Q2XESbnW3pLkkQGnlShSom2%2FQ63n0Y33gvrt4eCJGe37%2Fc6f17a50-96fc-4938-a35e-37e767fc44a5.png?alt=media&token=cb7075ad-6578-4560-b0f4-659186d8c90f","id":"c6f17a50-96fc-4938-a35e-37e767fc44a5","width":2760,"height":2248,"filename":"ui-card-night.png","type":"image/png","caption":"","border":false},{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FaVNe1Q2XESbnW3pLkkQGnlShSom2%2FQ63n0Y33gvrt4eCJGe37%2F26730f74-570e-4d0f-87be-178126581834.png?alt=media&token=77b8e037-e5be-41d9-8ebd-aecf392eddd8","id":"26730f74-570e-4d0f-87be-178126581834","width":2760,"height":2248,"filename":"ui-card-completed-routes.png","type":"image/png","caption":"","border":false},{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FaVNe1Q2XESbnW3pLkkQGnlShSom2%2FQ63n0Y33gvrt4eCJGe37%2Ff2dd5d28-9657-49c6-8e93-06836670f9aa.png?alt=media&token=abb6adb8-5905-49a6-bccf-ba20b9b1489b","id":"f2dd5d28-9657-49c6-8e93-06836670f9aa","width":2760,"height":2248,"filename":"ui-card-no-routes.png","type":"image/png","caption":"","border":false}]}
```

Route Tracking

## **Sign in flow enhancement**

### **Problem**

A common user feedback was that it was too cumbersome for drivers to sign in to the app, as the fleet manager had to generate an access code for each driver and share it with them, being too time consuming. The code expired after 2 weeks, so fleet managers would have to regularly repeat this whole process.Also, the code was a 6-character random sequence of letters and numbers, which was hard for drivers to remember, so they had to constantly check the message sent by the fleet manager to retrieve it. This was causing a drop in the app's adoption rates since the whole process took too much time and effort to simply to log in to the app.

> 1. **Too much time and effort to generate and share codes**
>
> 2. **Code was hard to remember**
>
> 3. **Repeat the whole process every two weeks**

### **Solution**

While revamping the sign in flow, I had to make sure the solution would contemplate three constraints:

1. Driver needs to be associated to the fleet in some way, for security reasons

2. Log in information must be easy to remember

3. Fleet manager must be able to remove a driver's access if needed

So the proposed enhanced flow would:

* Associate driver <> fleet through a mobile phone number

* Drivers would be able to set a password and log in with their phone numbers

* Fleet managers would be able to switch the access on or off

```cv
gallery
{"layout":"hscroll","images":[{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FaVNe1Q2XESbnW3pLkkQGnlShSom2%2FVq78To9SlTFYcvn4gPrX%2F9db0887d-d24f-489a-9805-e607c2f98fbd.png?alt=media&token=dffc6e47-6222-4ab0-b1cf-6d375c19b7c6","id":"9db0887d-d24f-489a-9805-e607c2f98fbd","width":2880,"height":1400,"filename":"user-journey.png","type":"image/png","caption":"","border":true}]}
```

```cv
gallery
{"layout":"hscroll","images":[{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FaVNe1Q2XESbnW3pLkkQGnlShSom2%2FVq78To9SlTFYcvn4gPrX%2F4e24b85d-390b-4dac-92de-6edf698651cb.png?alt=media&token=7f556f4f-cc99-48af-a8ce-c33c43b047f0","id":"4e24b85d-390b-4dac-92de-6edf698651cb","width":2760,"height":2248,"filename":"1-drivers.png","type":"image/png","caption":"","border":false},{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FaVNe1Q2XESbnW3pLkkQGnlShSom2%2FVq78To9SlTFYcvn4gPrX%2F31ae37f5-6bc0-442d-845c-6b648e21dbc0.png?alt=media&token=0fddaac6-ddb5-4b5f-a5ae-19f1a9834368","id":"31ae37f5-6bc0-442d-845c-6b648e21dbc0","width":2760,"height":2248,"filename":"2-new-driver.png","type":"image/png","caption":"","border":false},{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FaVNe1Q2XESbnW3pLkkQGnlShSom2%2FVq78To9SlTFYcvn4gPrX%2F0ae2a1f8-64cc-4936-979f-2a62db2af500.png?alt=media&token=3184b986-7fc4-42aa-ac2b-8b04ad9bc1d1","id":"0ae2a1f8-64cc-4936-979f-2a62db2af500","width":2760,"height":2248,"filename":"3-access-granted.png","type":"image/png","caption":"","border":false}]}
```

```cv
gallery
{"layout":"hscroll","images":[{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FaVNe1Q2XESbnW3pLkkQGnlShSom2%2Fcobli-driver-app%2Fade5df7d-868e-4c39-a4e0-084715579770.png?alt=media&token=5276a0b5-e551-4f7c-a0a8-ceae613ac53d","id":"ade5df7d-868e-4c39-a4e0-084715579770","width":560,"height":1212,"filename":"1-phone.png","type":"image/png","caption":"","border":false},{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FaVNe1Q2XESbnW3pLkkQGnlShSom2%2Fcobli-driver-app%2F8fde33f3-b0f4-4a5e-ac17-c9030609f10c.png?alt=media&token=2451d530-75b4-4009-ab2b-2a9d50d574b1","id":"8fde33f3-b0f4-4a5e-ac17-c9030609f10c","width":560,"height":1212,"filename":"2-code.png","type":"image/png","caption":"","border":false},{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FaVNe1Q2XESbnW3pLkkQGnlShSom2%2Fcobli-driver-app%2F79f12a5b-c41a-43d8-93bb-b723f86a5a18.png?alt=media&token=b287631d-7656-40aa-9382-c1308db6bb5a","id":"79f12a5b-c41a-43d8-93bb-b723f86a5a18","width":560,"height":1212,"filename":"3-password.png","type":"image/png","caption":"","border":false}]}
```

---

## **Freemium tracking app**

### **Problem**

The service Cobli provides depends on a device (OBD) to get data from vehicles and transform them into information and insights available on the dashboard, a web application.\
\
Many leads asked for a free trial, which could only be offered to potential clients with over a determinate amount of vehicles because of the costs involved, mainly: device cost, shipping and the operations team work to send and retrieve (in case the lead didn't convert to customer) devices.\
\
As a way potentialize the go-to-market strategy, the company decided to develop a freemium product – so leads could easily test the web application without the costs and operations team overhead and vehicle's downtime caused by installing hardware.

> 1. **Free trial not available for every lead**
>
> 2. **Vehicle downtime due to hardware installation**
>
> 3. **Operational cost to provide free trial**

### **Solution**

The proposed freemium product was a Tracking App, which would track the vehicle position through a smartphone's GPS and limited features on the web dashboard. Users would be able to upgrade to the premium product and gain access to all product features.\
\
The MVP would be tested with a few lost leads (for budget or needs reasons) that would be contacted by the Customer Success team with an offer to test the freemium product and a private link to create an account and download the app.

```cv
gallery
{"layout":"hscroll","images":[{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FaVNe1Q2XESbnW3pLkkQGnlShSom2%2Fcobli-driver-app%2F0284884d-e1d0-4e52-9be3-3057ea1995bd.png?alt=media&token=1c9dea51-3407-4c68-8438-1d83759ee3a7","id":"0284884d-e1d0-4e52-9be3-3057ea1995bd","width":2880,"height":1328,"filename":"solution-flow.png","type":"image/png","caption":"","border":true}]}
```

On the web application end, we would show the premium features as "locked", with hint popups shown on hover briefly explaining the feature's purpose and value with a CTA to upgrade. The driver mobile app would serve only to activate and deactive tracking in the first release.\
\
This showcase presents the UI designed for the mobile app:

```cv
gallery
{"layout":"hscroll","images":[{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FaVNe1Q2XESbnW3pLkkQGnlShSom2%2Fcobli-driver-app%2Ffb82cb6b-a1d8-412d-a492-52de52f8c4bd.png?alt=media&token=28e00a60-f04d-427b-89de-24e806d61305","id":"fb82cb6b-a1d8-412d-a492-52de52f8c4bd","width":560,"height":1212,"filename":"1.png","type":"image/png","caption":"","border":false},{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FaVNe1Q2XESbnW3pLkkQGnlShSom2%2Fcobli-driver-app%2Fbfa6de5d-769b-4f1c-9015-4b1f6da7c0dd.png?alt=media&token=67a0e5c8-b3aa-4465-80b0-6b6d1b5ff16c","id":"bfa6de5d-769b-4f1c-9015-4b1f6da7c0dd","width":560,"height":1212,"filename":"2.png","type":"image/png","caption":"","border":false},{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FaVNe1Q2XESbnW3pLkkQGnlShSom2%2Fcobli-driver-app%2F754c6dac-fc1b-448d-923b-944be446775f.png?alt=media&token=8ba91ee7-6a08-4374-b3d2-36adc704ec69","id":"754c6dac-fc1b-448d-923b-944be446775f","width":560,"height":1212,"filename":"3.png","type":"image/png","caption":"","border":false},{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FaVNe1Q2XESbnW3pLkkQGnlShSom2%2Fcobli-driver-app%2F38fbdc6a-6372-4bfc-bb5a-0209faedf896.png?alt=media&token=f1369c0f-e6a0-47ce-b291-71b7006b214a","id":"38fbdc6a-6372-4bfc-bb5a-0209faedf896","width":560,"height":1212,"filename":"4.png","type":"image/png","caption":"","border":false}]}
```

These solutions were not shipped to production due to deprioritization of both projects.

Driver App

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