Understanding Fleet Operators, Mechanics, and Compliance Stakeholders

The first step was to understand the distinct user groups interacting with the EVIR platform—drivers, fleet managers, inspectors, and maintenance crews—each with unique goals, tech access, and safety responsibilities. Through extensive field research, I observed users conducting real-time vehicle inspections and reporting procedures in varied environmental conditions and time constraints.

Research activities included:

• Contextual field studies in commercial fleet yards and garages

• Stakeholder interviews with compliance officers and IT administrators

• Diary studies and follow-ups with drivers to capture real-world pain points

• Workflow analysis across mobile and web touchpoints

Key insight:

Drivers need a mobile experience that minimizes taps, works reliably offline, and reduces the risk of failed inspections due to missed steps.

Deliverables:
Field Notes, Empathy Maps, Persona Profiles, Current-State Journey Maps

Synthesizing User Needs and Operational Gaps

From the empathy phase, I distilled user data into actionable insights and clearly articulated problem areas. I facilitated internal workshops to align engineering, product, and safety compliance teams on these findings.

Key challenges:

• The inspection workflow was too rigid, causing friction in dynamic field environments.

• Offline capabilities were inconsistent, leading to user frustration.

• Users in global markets lacked localized interfaces and regional compliance references.

• There was no formal system for capturing and integrating research insights into the development cycle.

Problem statement:

How might we redesign the EVIR platform to provide a streamlined, accessible, and globally scalable inspection experience—while embedding research practices into the product lifecycle?

Deliverables:
Problem Statements, Opportunity Areas Deck, Design Brief, Service Blueprint

Generating Solutions Across Product and Process

I led ideation sessions across teams to address both UX enhancements and operational scalability. We mapped out potential solutions including interface improvements, offline workflows, and a new framework for continuous user research.

Key concepts included:

• Tap-to-verify interactions using NFC hardware, reducing cognitive load and inspection time.

• Role-based dashboards for managers to monitor compliance in real-time.

• A modular ResearchOps framework to standardize recruitment, consent, data handling, and findings distribution.

• Internationalization guidelines that informed UI copy, layout, and language support across markets.

I also created a set of Research Method Cards—adaptable to different stages of the product lifecycle—to support ongoing generative and evaluative research.

Deliverables:
Concept Maps, Feature Prioritization Framework, Research Method Cards, Internationalization Plan

Building and Localizing the EVIR Experience

With prioritized features in place, I designed and tested high-fidelity wireframes and prototypes for both mobile and desktop platforms. I created UI components that complied with safety regulations and worked under demanding conditions (e.g., gloves, poor lighting, unstable connectivity).

Prototyping highlights:

• Mobile-first flows for streamlined inspections and defect reporting

• Dark mode options and large touch targets for use in industrial settings

• Localized interface prototypes tested in Spanish and French for rollout in North America and Europe

• Website enhancements that followed localization and accessibility best practices

Deliverables:
Interactive Prototypes (Figma), Localized UI Mockups, Design System Guidelines, Mobile Interaction Flows

Iterating Through Feedback Loops and Institutionalizing Research

We conducted usability testing with fleet operators and compliance personnel to validate key workflows. Testing was iterative and focused on:

• Reducing friction in NFC-tap flows

• Confirming accessibility and clarity of form inputs

• Assessing inspection times before/after UX changes

• Validating localized content with bilingual users

In parallel, I formalized the ResearchOps division, standardizing documentation, recruitment protocols, and insight repositories—ensuring that user feedback was consistently funneled into product strategy.

Key outcome:

Inspection error rates dropped, and user satisfaction increased. Research became a continuous and scalable part of the EVIR product lifecycle.

Deliverables:
Usability Findings Report, Accessibility Testing Summary, Insights Repository Framework, Process Improvement Playbook