Inspection Builder

Case Study
An illustration of various asset illustrations used for Both Inspection Builder and the EVIR mobile app.

Inspection Builder is a web application that allows fleet administrators to create customized electronic inspections (for the EVIR app) tailored to their fleet's specific needs, validated through usability testing, adoption metrics, and operational KPIs.

Overview

Context
As we onboarded more and more customers to the EVIR app we quickly realized that the current process for creating inspections, tailored to the customer’s needs, wasn’t scalable. The team responsible for this work, the Configuration team, asked us to create a customer facing tool that would allow customers to easily configure these inspections settings themselves.
Problem
We were excited to help, but we knew this was going to be a significant undertaking given the complexity of the problem, something that currently involved several different system databases and many steps, all within a aging legacy system.
Solution
We designed a web app experience, using a drag and drop system, for building inspection configs that was easy and intuitive for our customers with minimal training.

Details

Length
Initial MVP was launched in 5 months. We continued to test, refine and development feature improvements for the next year, where we raised our CSAT score from 56 to 87.
Platform
Web application integrated with the EVIR Mobile App
Role
Product design lead.
Work
Research and User testing, Product vision and concept development, Cross functional collaboration, UX and Visual design, Presenting UX concept  to client and Development team, Wire-framing & User flows, Original Asset illustrations and Design, UX oversight during build process, Design lead.
Team
Shruti Mishra
Alejandro Vazquez
Florencia Gonzalez
Joel Stevick
Elias Cole
Jennifer Gaines
Jen Carrigan
Joe Le

Defining the Solution

Approach
  • Gathered requirements and interviewed stakeholders for a better understanding of the user's needs
  • Analyzed existing processes and pain points
  • Iteratively refined designs based on feedback
Hard Skills
Icon - Wireframing.
Wireframing
Icon - UI Visual Design.
UI Visual Design
Icon - Prototyping
Prototyping
Soft Skills
Icon - Creativity.
Creativity
Icon - User advocacy.
User advocacy
Icon - Active listening
Feedback integration
Early whiteboard exercises with team
Collage of whiteboard images featuring handwritten flowcharts, diagrams, and notes related to software configuration, user interface elements and questions.
Internal stakeholder interviews
Document detailing a custom config tool project, including links, research notes, acceptance criteria for config creation, and product acceptance criteria with layout and library specifics.

Design & Iteration

Features
  • Map View for intuitive zone selection
  • Customizable inspection templates
  • Drag-and-drop interface for component arrangement
Iterations
  • Conducted usability tests to refine user flows and UI
  • Collaborated with developers to ensure feasibility
Hard Skills
Icon - UI Visual Design.
UI and UX design
Icon - Interaction design
Interaction design
Icon - Accessibility compliance
Accessibility compliance
Soft Skills
Icon - Team collaoration
Team collaboration
Icon - Active listening
Attention to detail
Early wireframe sketches
Three hand-drawn wireframe sketches of an account and template management interface showing config sections, templates list, vehicle views with checkboxes, and configurations table with edit and visibility icons.
Early comps
Three side-by-side screens of an Inspection Builder app showing asset map and configurations on the left, a companies record list in the center, and an activity log with quick links on the right.

Validation & Testing

Methods
  • Moderated Usability Testing
    10 different internal participants not familiar with EVIR, from multiple teams: CX, TPM, Sales, PAG, Learning & Content teams
Outcomes
  • Participants found the overall layout of the inspection builder space to be well organized and intuitive, resulting in high completion rates (90%)
  • The current design mostly captured the testers’ mental model but needed some changes
  • Unclear terminology or naming conventions were found in several areas
  • SEQ (Single Ease Question)
    First impression results 60%
    Post impression results 80%
  • Task Completion Rates:
    90% (for all questions)
Hard Skills
Icon - User research and analysis.
Usability testing
Icon - Data analysis
Data analysis
Icon - Accessibility compliance
Iteration planning
Soft Skills
Icon - Empathy
Open-mindedness
Icon - Creativity.
Handling constructive criticism
Icon - Cross-functional communication.
Continuous improvement mindset
Participant Sentiments
" ...A lot of people like to overcomplicate things, but y'all just make it so simple and so easy that … you could bring in a fifth grader, you could teach this to that kid, and that kid will be doing the job within a couple of weeks
Sales participant
Testing results share out
Slides from Zonar's EVIR Inspection Builder usability testing results, including methods, participant quotes, insights, time-on-task findings, and recommendations with visuals of dashboards and data charts.
User testing Insights
Four slides summarizing key insights from user testing on web app design, highlighting ease of use, mental model issues, terminology confusion, and lack of visual feedback with corresponding interface screenshots.
Recommendations
Table listing recommendations with action items, descriptions, priorities marked as high, and assignees as TBD, including onboarding guide, contextual help, visual indicators, and simplified language.
Prototypes for testing
Series of screenshots showing the workflow of creating and editing inspection types within the 'Inspection Builder' interface, including popup dialogs for 'Create new inspection type' and 'Descriptions', hover states for OK and Apply buttons, and confirmation messages.
Dovetail research and insight repository
Screenshots of Dovetail notes showing a project with user interviews, analysis documents, a top-line report, and clustered notes.

Outcomes & Impact

Results
  • Completely removed burden of inspection creation from Configuration team
  • Enhanced flexibility in inspection creation
  • Reduced training time for new users
  • Unclear terminology or naming conventions were found in several areas
Results
  • Usability - SUS improved from 62 to 81 in the first 3 months of use
  • Adoption - 91% within this same timeframe
  • Operational Impact - Support tickets reduced by 83%
  • Likert approval score - 5 (strongly approve) via Pendo Guide
Hard Skills
Icon - Interaction design
Performance tracking
Icon - Problem framing
Reporting
Icon - Process optimization
Process optimization
Soft Skills
Icon - Creativity.
Leadership
Icon - Strategic thinking
Strategic thinking
Icon - Active listening
Impact assessment
Most recent itteration
Screenshots of Zonar Inspection Builder app showing asset map views, configuration panels, inspection form with pre-trip details, and inspection submission interface.

Retrospective & Reflection

Learnings
  • Importance of user-centric design in compliance tools
  • Value of iterative testing and feedback loops
  • Need for cross-functional collaboration in complex projects
Next steps
  • Explore integration with other fleet management tools
  • Adapt tool for use with other types of inspections i.e. buildgings, airplanes, etc.
  • Identify areas for further enhancement of existing UI and userflow
Hard Skills
Icon - Post-project analysis
Post-project analysis
Icon - Stakeholder interviews
Documentation
Icon - Process optimization
Knowledge sharing
Soft Skills
Icon - Creativity.
Self-reflection
Icon - Strategic thinking
Adaptability
Icon - Cross-functional communication.
User research and analysis
Next project