Logistics/Telematics
from Complexity to Simplicity
Setting the Stage: What is BlackBuck?
Before diving into the project details, let's set the context. BlackBuck is a leading platform in India's freight management space. Think of them as the digital backbone of India's trucking ecosystem.
The Project: Fuel Sensor System
At its core, the fuel sensor project was about giving users more visibility and control over fuel costs—something our research revealed was sorely needed in the industry.
This case study will take you through our journey of transforming this feature from a complex, fragmented system into an intuitive, integrated solution. We'll explore the challenges we faced, the insights we gathered, and the impact we created.The Team Behind the Transformation
Our team dug deep into the trucking industry's unique challenges. My role encompassed several key responsibilities:
- Conducting in-depth research through interviews and field visits to truck yards
- Designing end-to-end solutions that addressed user pain points
- Creating and testing prototypes to validate our design decisions
- Participating in user testing sessions to gather direct feedback
How Does the Fuel Sensor Work?
The fuel sensor system operates through a straightforward yet sophisticated three-step process that ensures reliable fuel monitoring for our users:
1. Professional Installation
The journey begins with installation. A BlackBuck technician carefully installs the device, ensuring minimal downtime and continuous monitoring capability.
Research and Discovery: Getting Our Hands Dirty
First-hand observation and field research proved crucial in shaping our design decisions.
Key Research Insights
Users were not just struggling with UI—they faced issues with trust, usability, and legacy hardware technology.
From Insights to Opportunities
We converted research findings into "How might we" questions to focus our problem-solving approach:
Design Solutions: An Iterative Journey
Learning and refining our solutions based on continuous feedback. Let's walk through how we tackled each opportunity:
Solution 1: Fuel Level at a Glance
Our first challenge was making fuel information immediately accessible while distinguishing between different service tiers. This went through several iterations:
Iteration 1: Basic Icon Approach
We started with a static fuel icon displaying current fuel level and simple status.
Solution 2: Evolving the Metrics Display
The presentation of fuel metrics and events was crucial to our users' daily operations. We went through several iterations to find the right balance between comprehensive data and usability.
Iteration 1: Overview with Mileage
Our first approach focused on simplicity.
Iteration 2: Detailed Monitoring
We then swung to the other end of the spectrum:
- Added an E-F fuel level indicator
- Incorporated detailed metrics for consumption
- Integrated theft and refueling tracking
- Enhanced real-time monitoring capabilities
Though comprehensive, users found the interface somewhat cluttered. The lack of clear visual hierarchy made it difficult to quickly scan and act on information.
New Design
- Simplified metrics display
- Improved data clarity
- Actionable insights surfaced for quick decision making
Solution 3: Graph Experience
The fuel trend graph was a critical feature that required several iterations to get right. Our users needed to visualize fuel consumption patterns, detect anomalies, and track events over time.
Multiple Design Iterations
Our graph experience went through several versions as we worked to refine event tracking, data display, and ease of use.
New Design
- Clean, interactive graph for pattern discovery
- Timeline below the graph shows refuel and theft events for easy cross-checking with data
User Testing
We conducted online usability tests with our users, facilitated through Google Meet. One of our CROs was physically present with the user to help us get real-world insights into user comprehension and identify areas for improving the clarity of graph elements.
Goal
The goal was to assess whether users could understand the map, read and interpret fuel graphs, and spot theft and refueling events on their own.
- Test comprehension of new graph design
- Evaluate icon clarity and legend understanding
- Validate feature improvements before full rollout
Updated Design
- Increased graph stroke width for visibility
- Clearer legends and color use
- Dual-axis for fuel and mileage
Solution 4: Streamlining Installation
The next major challenge was streamlining the fuel sensor installation process. This was crucial as it represented the first step in the user’s journey.
- Complicated steps for drivers and technicians
- Lack of standardized procedures
- Difficult quality verification
Impact on Operations
This streamlined process brought several benefits:
- Faster onboarding
- Fewer installation errors
- Easier troubleshooting when issues arise
Cross-Platform Solutions
Our internal MIS dashboard allowed the operations team to schedule sensor installations, monitor order progress, and oversee repair tickets. This comprehensive view ensured the team could efficiently manage workflows and resolve issues promptly.
Desktop Application for LFO (Large Fleet Owners)
Understanding that Large Fleet Owners (LFOs) often prefer desktop interfaces, we also created a dedicated desktop app for this user group—giving them the tools to manage their fleets efficiently and access vital data.
Outcome and Impact
The incremental rollout and feedback-driven approach allowed for smoother adoption and gave users time to integrate the new functionality into their workflows.
Reduce Fuel
Cost
Real-time monitoring helped reduce fuel costs by 10%, driven by improved tracking and theft prevention.
Operational Efficiency
The dashboard improved repair management, resulting in a 15% faster response and reduced downtime.
User Engagement
A more intuitive interface led to a 30% increase in active monitoring, with users engaging more regularly.
Straight from Our Users
Rakesh Sharma
Maharashtra
"This new tracking feature is amazing! Now I have complete control over my fuel. I feel like I'm driving more efficiently and saving fuel!"
Santosh Kumar
Karnataka
"The interface is so simple! I can easily check my fuel levels. Now I don't have to face any problems, and my work has become much easier."
Mandeep Singh
Punjab
"This new tracking feature is amazing! Now I have complete control over my fuel. I feel like I'm driving more efficiently and saving fuel!"
Learnings & Reflections
User-Centered Design Requires Iteration
Throughout the project, iterative design was crucial to refining the user experience. From heuristic analysis of the third-party app to real-world feedback, every round made the product better.
Collaborative Testing Drives Real-World Solutions
Working closely with the CRO during the online user testing session provided a practical understanding of how users interact with the product in real-world settings.
Designing for Scalability and Adaptability
As the number of installed fuel sensors grew from 191 to 843 post-release, one key learning was designing with future expansion and adaptability in mind.
And... That's a Wrap!
Thanks for diving into my journey with the fuel sensor project. It's been a challenging, yet rewarding ride, and I've grown immensely as a designer.
Shoutouts: Big thanks to the amazing team who made this possible:
- Utkarsha Chandra - for incredible product leadership
- Karteek - for strategic vision and guidance
- Our developers - for bringing the designs to life
- BlackBuck's fleet owners - for valuable insights and feedback