Intro
Year+ after releasing the app. Competitor analysis, users' feedback (mostly from stores and tech support) and ideas from business stakeholders gave us hypothesis to test. Prototype testing is cheaper but should be well prepared for the most effective results.
My role
Working with CX department. I introduced the application to a researcher and explained the main scenarios that need to be covered in testing. I generated hypotheses, reviewed the scenario and, of course, created prototypes to test on. Later participated in research and prepared this case study.
About the testing
Tested product
Research methods
Moderated UX research, Interviews
Research objectives
- Learn how users interact with the interface
- Learn how users perceive and understand interface elements
- Сonfirm or disprove hypotheses
Sample
12 truck drivers:
- 6 new users with experience less than 3 month
- 6 old users with experience more than 6 month
Insights and main results
1. Users will seek help instructions
not confirmed
not confirmed
Only one user used the instruction, the rest followed the process on their own.
7 users coped with the task specifically to find the instruction.
7 users coped with the task specifically to find the instruction.
2. Users will prefer to refuel according to the scenario when several actions are on one screen
confirmed
confirmed
8 users admitted they prefer more the prototype with several actions on one screen.
3 users don't see much difference.
Why they like more this way:
3 users don't see much difference.
Why they like more this way:
- feels like less pressing
- they assume that the loading will be faster in poor internet conditions
- better to see more information on the screen
3. Displaying fuel brands and prices on the map
Brands:
10 users admitted they like brands on the map:
How it works: drivers use fuel prefilter (yellow round button), they pick a fuel type. The lowest fuel type price is displayed on the map. More details here.
Drivers not sure why exactly that price is displayed. They assume it is summer fuel price, because it is cheaper. So they do realize those are the lowest prices but not sure what fuel for. 10/12 users answered that way.
10 users admitted they like brands on the map:
- no need to tap fuel card and seek this information inside
- 2 users suggested in addition using different colors for different gas station brands
- feels like the map will load longer
- too large titles, blocking the view
How it works: drivers use fuel prefilter (yellow round button), they pick a fuel type. The lowest fuel type price is displayed on the map. More details here.
Drivers not sure why exactly that price is displayed. They assume it is summer fuel price, because it is cheaper. So they do realize those are the lowest prices but not sure what fuel for. 10/12 users answered that way.
4. Using route button
In 1 prototype users didn't pay attention to the small icon-button and didn't use it
In 2 prototype the button is big and under the main refuel button. Users started to press it and noted how convenient it is to build a route in app.
In 2 prototype the button is big and under the main refuel button. Users started to press it and noted how convenient it is to build a route in app.
5. Understanding of map pins
Drop pin (for refueling only with vehicle registration number):
10/12 understood quickly, 2/12 needed a bit of help or answered partly correct
Phone pin (for refueling by app):
4/12 understood quickly, 3/12 needed a bit of help or answered partly correct, 5/12 could not answer
Conclusions:
Drivers understand that a drop is a gas station, but they don’t indicate that gas station is only by VRC. So some of the answers can be interpreted as partially correct.
Drivers don't get phone pin so we have to come with something else.
What can be done: competitive analysis + interviews, surveys won't work good with the specific of road work.
*current competitors also can use unclear icons and often use brands logos - we cannot use brands due to legal restrictions
10/12 understood quickly, 2/12 needed a bit of help or answered partly correct
Phone pin (for refueling by app):
4/12 understood quickly, 3/12 needed a bit of help or answered partly correct, 5/12 could not answer
Conclusions:
Drivers understand that a drop is a gas station, but they don’t indicate that gas station is only by VRC. So some of the answers can be interpreted as partially correct.
Drivers don't get phone pin so we have to come with something else.
What can be done: competitive analysis + interviews, surveys won't work good with the specific of road work.
*current competitors also can use unclear icons and often use brands logos - we cannot use brands due to legal restrictions
6. Fuel prefilter
Task: change fuel type to display the price of the desired fuel. 9/12 couldn't do it.
Conclusions:
- Drivers don't associate this button with the fuel price
- Drivers couldn't understand what this button does while using it
- Drivers don't understand button icon
Conclusions:
- Solid explanation on UI for this feature is highly required at this point.
- Or reconsider the mechanics of work, as it is still too difficult.
What now
Instructions
This research showed that there is no clear need for instructions in the application yet. However there is certain need in informing the drivers employers (companies management) why this app is useful for them and why they should ask their truck drivers to install it.
One screen scenario
Is worth development. But resources do not yet allow including this feature in the backlog for the next 3 months.
Fuel brands and prices
Released in Dec 2022. There were no complains from the drivers so far. But since the display of prices for drivers is enabled by their manager, some drivers still ask to display fuel prices in the comments in the app stores.
Route button
We left the big button with icon under the main fueling button since drivers use it often
Map pins
I plan to conduct second prototype testing on Monopoly drivers (our inner drivers, legally easier) with 2-3 variants of icon sets after new competitor research and collecting data from sales managers and marketing team
Fuel prefilter
Easiest for now will be adding an explanation text under the heading in modal - while we discuss with product managers the mechanics of this feature.
