YAK ACCESS supplies complete access matting solutions for various types of construction projects throughout North America. Dauntless, the digital agency I was working for, was contracted to help automate their systems related to large and frequent deliveries of matting to often remote locations.
I was an integral part of the team that designed two new apps for YAK ACCESS. The first, YAK DRIVER, a mobile app for sub-contracted drivers to manage their loads, navigate to their destinations, and update on problems and estimated arrival times. The second, YAK MAT is a customer facing app for clients to manage their project deliveries and track individual loads.
YAK ACCESS currently uses a paper-based system for organising and tracking deliveries and mat pickups. The challenge was to develop a mobile app for use by the delivery drivers that enhanced efficiency and accuracy, and improved communications about loads and status of deliveries.
As part of the design team responsible for the experience and design of the app, I led the UX/UI work, producing all major deliverables e.g. wireframes, UI designs and prototypes for client presentations.
Working with the marketing department and a business analyst we mapped and analysed the company’s existing systems in order to draw up a future state to work from in designing the app.
I carried out a competitor analysis, examining existing apps and websites from a selection of related companies. I Analysed the user interface and user experience of similar technology solutions from an expert and user point of view, highlighting key features and making recommendations about their inclusion in the new design.
In parallel to the competitor analysis, marketing carried out initial user research. Key findings were that drivers:
Responding the user research, I devised several solutions to make the app accessible without the driver having to ‘sign up’, as well as to provide incentives and highlight the benefits of signing up. The user can bypass the log in screen and scan a QR code to initiate the delivery process via the app. Signing in gives each driver access to his/her load history and to proof of delivery records, which drivers require to get paid. In future releases they could get paid directly from within the app once a load is completed. Other incentives included the collection of badges (gamification); e.g. you’ve made 50 deliveries. These badges could then have a monetary value to be exchanged for YAK swag such as branded baseball caps, which the drivers covet.
Another feature to boost driver confidence in the app was to allow the driver to pause location tracking (GPS). Putting them in control of when they are being tracked.
As a team, we utilised the competitor analysis and the user personas created by marketing from the user research, to compile a features and functionality list. The features and functions were then prioritised using MoSCoW methodology into what should be included in release one (MVP) and beyond.
I created wireframes for the app based on user flows. Using InVision I then created a working prototype to present to the client. This helped the client visualise the app and informed decision makers about proposed features and content. The wireframes were updated iteratively following client feedback, from meetings and comments on the prototype.
After the wireframes were signed off, working in two week sprints alongside the development company based in Portugal I designed the user interface. Using Adobe XD I produced UI designs for each of the user stories in the backlog. I drew icons in Adobe Illustrator. Again, I uploaded designs to InVision and created a working prototype for client review, I also annotated the prototype with technical notes, as a guide for the developers on how elements interact and animate, for example: 'notification will animate in from the bottom, remain for ten seconds then animate off screen.'
When the screens were ready for production, I uploaded them in Zeplin to handover to the developer team. From these I also created a UI board/guidelines explaining the rules and design decisions of the app providing the building blocks for the developers Guidelines include specific instructions for interface elements such as: colour palette, typefaces used and sizes, and the amount of padding required around elements.
The development of the app is still ongoing.
After the wireframes and the UI designs were produced it would have been good to get the prototypes in front of some real users for user testing, not just the client. This could have provided valuable feedback including:
Due to time constraints imposed by the client this was step was missed, which means the first piece of user testing will be when the MVP is released in a few weeks.