Overview
Muv is a company that offers hail-riding services. A back-end app is needed to be able to quickly take action remotely whenever the company needs. From being able to quickly contact drivers and customers to tracking the states of trips or procure solutions when problems arise, Muv Admin is there to aid the company oversee complex situations.
Bettering the UX - Saving a huge amount of human hours
Prioritizing good information architecture, quick flows for certain actions and a clear positioning of information and data history allows employees to save work hours which results in saved revenue.
Challenge
I was in charge of developing sections for the different teams; The financial team, the marketing team and the customer service team. I needed to gain insights on what they needed and what would accelerate their current workflows.
Complex workflows
The current model of action wasn't automatized, a lot of their daily tasks didn't exist on the system and where done manually.
Pain points
This resulted in many lost working hours, disordered history and a rise in frustration for the customers, the departments felt very unheard.
Hierarchy of action
What should the hierarchy of information be when displayed? Can we make interventions that help mental order and produce a sense of control?
Process
I was in charge of developing sections for the different teams; The financial team, the marketing team and the customer service team. I needed to gain insights on what they needed and what would accelerate their current workflows.
Research for discovery
A lot of internal Interviews where had with the employees to gain insight in what each department needed
Wireframing faster workflows
Each department has different actions they take daily. What are those actions and why do they do the things they do in the current model?
Iterating with stakeholders and departments
With stakeholder workshops we were able to prioritize low hanging fruit and things that perhaps needed more time as well as convey action.
User testing and finalization
Testing was done easily as the users where internal employees and we had repeated access to them. Iteration with them was key in the process
Conclusion
Back-end side apps have needs that are very different to client-side apps. I found that it is easier to design for complexity when the users and involved parties are easily accessible for quick iteration, meetings and communication. The company was able to save a lot of human hours with this back-end platform and was happy to see their problems ease immensely.
