Telematics Portal Discovery
Exploring the potential of extending a telematics portal to branch employees revealed underlying concerns about data quality and application overload. Analysis suggested integrating information into existing workflows.
Would branch locations benefit from access to a telematics portal?
A telematics portal was created for use by service technician support and sustainability teams at the corporate office. Design and product wanted to understand if and how it may be useful for branch locations.
Research Objectives
How do different roles at the branches currently use telematics?
​
​In what scenarios would each role want to see:
-
Equipment location
-
Fuel/battery levels
-
Utilization data
-
Service maintenance information
​
How do these scenarios inform the experience for each role?
​
How do notifications/alerts fit into the experience?
​
To what extent does the channel (desktop, mobile, etc.) inform that experience?​​
Methodologies
Branch Employee Interviews: Gathered insights from 12 branch personnel in different roles about current telematics use, importance about different data points, and how needed information would best fit into their workflows.
Key Insight
Branch Workflow Integration
​
​Adoption at the branch is highly dependent on the most useful information being presented at the point the information is needed.
Additional Insights
Enable Proactivity
-
Enabling proactive problem identification is a highly anticipated benefit universally stated across all roles.
Telematics Data vs Telematics Portal
-
Real-time data on equipment is desirable.
-
An additional application that requires effort to retrieve and interpret data is not desirable.
Tarnished View
-
Previous experience with telematics data being unreliable has made employees apprehensive.
Impact
These findings were used to develop a long term plan to integrate telematics and IoT data across applications into employee workflows. In the short term it informed which data points are most important to increase revenue, reduce service spending, and improve customer satisfaction.
