Manage Mileage & Reimbursements

Runzheimer

WHAT PROBLEM WERE WE TRYING TO SOLVE?

For someone that is required to drive regularly for their work, managing their mileage can be a cumbersome task. It takes valuable time away from their main priorities. Add on to that the complexity of different company policies, programs, and requirements, and it can quickly become confusing and frustrating.

Our goal was to create a simple, intuitive experience that provides guidance, clear communication, and reduces the amount of time needed to manage mileage.

MY INVOLVEMENT

Field studies
Data analysis
Persona development
Information architecture
Website design
Mobile app design
(IOS & Android)
Usability testing
Online surveys
Beta testing

WHERE DID WE START?

To fully understand the needs of someone on the program, it was essential to know how the mileage reimbursement process fits into their overall role and responsibilities. To gain this understanding, we rode along with participants from varying industries and locations and participated in their day-to-day activities.

We were able to pull valuable insights into how the program fits into their daily schedule and see their current struggles first-hand. The information gained challenged many of the existing assumptions about the participants' needs. We also used this information to start developing personas.

WHAT DID WE LEARN?

Most have a variety of apps and tools they are already using as part of their role.
Training typically comes from peers or others in the same role. The amount of information they receive varies greatly from company to company.
Although they are typically on the road, they didn't all want to manage their mileage from their phone. Some preferred to save the task for the office where they have a larger screen.

How frequently they interacted with the mileage app decreased as trust in the app increased.
Many changed or developed negative behaviors to accommodate company metrics and measurements.
There are many more "fringe" case scenarios out there that caused people to believe the existing app wouldn't work for them.

MORE RESEARCH & ANALYSIS

We analyzed call reasons, emails, surveys, and spent regular sessions listening in on support calls. We consolidated observations and data to identify trends and patterns.

Sessions were held with program administrators and trainers to discuss challenges faced, questions received from people on the program, and topics that typically need training.

We documented and reviewed all existing participant flows within the current system and identified opportunities for improvement. Benchmarked competitor mileage software and applications, identifying the strengths and weaknesses of each.

DESIGN & VALIDATE

We defined user tasks and stories based on business goals and participant needs. Incorporated critical findings from research and identified opportunities for significant improvement. This process included establishing new rules and logic that should be incorporated to reduce user confusion.

Led a cross-functional design collaboration session that resulted in paper prototypes. Implemented a process that enabled us to get fast feedback on iterations of the wireframes using online click testing software. I was able to test key functionality and revised it based on responses quickly.

Developed high-fidelity prototypes and conducted full usability tests with both internal and external participants on the program. This process became the foundation and defined standards for projects going forward.