FedEx Office
Autonomous fleet management
Role: Experience Director + Strategy + Research
FedEx Office was looking to rollout a fleet of autonomous delivery robots and brought my team in to design a brand new fleet management experience. As experience director I lead a research and design team that worked to create an intuitive and efficient system that allowed agents to manage a national fleet and also able to drill in and control routes at the individual bot level.
From 30,000 feet to street level.
We designed key bot agent flows to make it easy for agents to address issues with a bot or trip and to enable new ideas and capabilities not available in legacy fleet management tools.
A look at the process.
With limited budget and the height of Covid preventing our usual research methods, we had to get creative to do enough research to understand the needs and challenges that would be faced by customer agents once the delivery bots were rolled out. Interviewing stakeholders and observing users of traditional fleet management tools remotely to identify issues, find new opportunities, and for the first time enable agents to directly control the fleet itself.
And here are the results.
After presenting the new design to potential users and then key executive stakeholders, the team received high praise for the design's functionality and intuitiveness. The design was simple but scalable, aligning with FedEx's plans for a pilot phase and eventual nationwide rollout. The FedEx team was excited to share our research and design work and then take the next steps towards building a powerful and intuitive agent experience.