ROUTING INTEGRATIONS RESEARCH
I proposed and co-led research 1) to understand the role of routing integrations in the admin workflow; 2) gather feedback on the as-is experience; and 3) identify insights to inform upcoming roadmap opportunities.
OBJECTIVE
Accelerate enterprise sales by increasing adoption and CSAT for routing integrations features
PROBLEM
Despite a growing customer base, limited integrations functionality led to low CSAT scores, customer escalations, and sales hurdles for enterprise AE’s.
METHODOLOGIES
Research interviews (n=40)
CSAT baseline surveys (n=176)
AUDIENCE
• Enterprise admins
• Enterprise drivers
• Sales engineers
• Customer success managers
• Integrations partners
OUTCOMES
• Quick win features
• New customer personas
• E2E cross-platform user journey
• Design-led roadmap proposal
• Patent filed for Samsara
“RoadNet has no clue about Samsara’s drivers even though Samsara has a ton of information that could make
choosing the best driver easy. ”
E2E INSIGHTS
The E2E journey focuses on the dispatcher and key interactions with drivers, planners, driver managers, and customer service reps.
Insight categories
• Workflow efficiencies
• Accuracy and usability
• Driver satisfaction
• Smarter route assignment
• Useful reporting
• Informed post-integrations support
Excerpt from routing integration user journey
NEW PERSONAS
We met with thirty enterprise admins–across six different roles– and discovered three new enterprise personas.
IT DIRECTOR
• Makes purchasing decisions
• Manages IT vendors and internal ENG
• Contact with CSMs
• Manages onboarding activities
• Familiar with dispatching
PLANNER
• Reviews orders and plans “pre-trips”
• Primarily uses CRM & TMS
• Collaborates closely with dispatchers
PLANNER
• Reviews orders and plans “pre-trips”
• Primarily uses CRM & TMS
• Collaborates closely with dispatchers
QUICK WIN
The E2E journey map and research insights pointed the team to our first quick win: improving route visibility in the driver app.
PROBLEM
The original route list relied on a 5-day calendar view. This date-centric approach didn’t fully account for the nuances of shift-based work as a driver.
SOLUTION
Prioritizing task completion made it easier for drivers to plan, complete, and review their routes.
• Driver experience is front and center
• Tabs organize driver workflows chronologically
• Route visibility increased to +/- 30 days
• UI enhancements to improve hierarchy and legibility
Company: Samsara Timeline: 3 weeks for research (planning, interviews and synthesis); 2 weeks for design Contributors: Shirley Chen (Product Manager); Tirso Pereguo (Senior Engineering Manager); Eric Shreve (Senior Engineer); Helen Chung (Senior Engineer); Noah Ray (Engineer); Andrew Ackermann (Design Director); and Sean McGee (Product Director)