REBECCA TORVIK
Airspace
ID Check Integration & Automation
Project Description
Team
Design: Rebecca
PM: Kiyasha
Dev: Jacob, Lis, Alex D
QA: Alex V
Duration
5 weeks design (2022)
Design Tools Used
Figma, Miro
Summary
Missing an ID check can cost Airspace a lot of money, and even worse, their IAC. Previously, a very manual process was required to complete an ID check, which left room for error. To solve this issue, the mobile team added the ID Check process to the app, while our team determined how to integrate the mobile inputs with the Ops dashboard. We worked on how to best display what needed to be done and what was done automatically to the operations team.
Timeline
The Process
Research
Design & Evaluate
Test
Iterate
Implement
Project Goals
Integrate the New Mobile ID Check Process
Build new mobile app process into desktop
Save Ops time
Reduce ops phone calls and ops touch
Reduce Risk
Reduce risk of Airspace losing IAC and make it impossible for drivers to forget or leave incomplete
Background
Previously, a Driver prints an ID check form and completed it at pickup. The driver then emailed it to ops to download and attach to the order. There are several operations tasks on the dashboard that are associated with the manual ID Check process.
Current Process
Manual Form
Mobile Team's Initial Wireframes
Prior to starting the Operations Dashboard side, the mobile team had a general idea of how id check would work on the app. We were also able to give feedback on the initial designs as the mobile team iterated. Our job was to determine how to make it clear to the operations team what was happening on the mobile app.
"How Might We" Questions
The mobile and ops dashboard Product Managers and I developed a list of HMW questions.
Research
Brainstorming New User Flow
I used the initial questions and background research to brainstorm ideas about an initial user flow. I shared the idea with my design team during one of our weekly design critiques and received helpful feedback.
Risks and Assumptions
The PM and I record any risks and assumptions we may have. Then, we group and plot them according to the level of riskiness and certainty.
Most risky and unknown assumption included:
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Ops will understand what has occurred with ID check on any given order.
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Ops will understand that blank items in the form don't need to be filled out.
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The warning makes clear to Ops what will happen if they move the order forward when on-app ID check hasn't been completed yet.
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Ops will understand what info on the id check doc needs review and will know when to report an anomaly.
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Having an ID check missing/incomplete task will provide Ops with greater transparency about what they need to do when something has gone wrong.
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Ops will understand what has happened on the order with separate notes. Notes with explanations + driver notes will be too much information.
Designing and Evaluating
Testing & Iterating
Hypothesis and Test plans
I developed hypotheses and test plans for ones in the high-risk + uncertainty quadrant from the risks and assumptions exercise. The PM and I then set the criteria for each testing scenario.
Prototyping
I created an interactive, high-fidelity prototype with several scenarios to test our hypothesis' with real users.
Usability Testing
We tested with 6 ops specialists of various experience levels. We organized the qualitative data into an affinity diagram and recorded the quantitative data in a table.
Iterated flow
Based on the usability test results, we iterated, and revised the user flow.
My developers and I worked together to implement the new workflow and designs on the desktop side. The project released in 2022.
Mobile Team's Designs
Auto-generated form based on mobile app inputs
Workflow Builder
Automated Task
Automated Notes
Verification Task
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Implemented Designs & Workflows
Impact
Value Derived
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Reduced risk of a manual ID check process
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Gave transparency into what has been completed and what still needs to be completed
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Reduced number of Ops touches
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Prevented errors by implementing a verification process for mobile data inputs
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Allowed ability to still use manual process for off-app drivers
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Set the foundation for future task automation projects
Other Work
