ROUTING INTEGRATIONS RESEARCH
I proposed and co-led research to understand the role of routing integrations in the admin workflow. I worked with product to gather feedback on the as-is experience; synthesize research; and identify roadmap opportunities.
OBJECTIVE
Accelerate enterprise sales by increasing adoption and CSAT for routing integrations features
PROBLEM
Despite a growing customer base for routing integrations, limited functionality led to low CSAT scores, escalations, and 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
Research plan excerpt
E2E INSIGHTS
We met with thirty enterprise admins and discovered new personas, pain points, and features to improve the overall routing experience.
The E2E journey focuses on the dispatcher and key interactions with drivers, planners, driver managers, and customer service reps.
As-is journey for routing integrations
“Operations go into crisis mode when communication between Samsara and McLeod breaks down. Everything should flow automatically. Ideally dispatchers would never open Samsara’s dashboard.”
- IT Director
PAIN POINTS
• Workflow efficiencies
• Accuracy and usability
• Driver satisfaction
• Smarter route assignment
• Useful and automated reporting
• Informed post-integrations support
NEW PERSONAS
“It’s crisis mode when communication between Samsara and McLeod breaks down. Ideally the dispatchers would never open Samsara’s dashboard.” Everything should flow automatically.
- IT Director
PAIN POINTS
• Workflow efficiencies
• Accuracy and usability
• Driver satisfaction
• Smarter route assignment
• Useful and automated reporting
• Informed post-integrations support
“Operations go into crisis mode when communication between Samsara and McLeod breaks down. Everything should flow automatically. Ideally dispatchers would never open Samsara’s dashboard.”
- IT Director
NEW PERSONAS
“It’s crisis mode when communication between Samsara and McLeod breaks down. Everything should flow automatically.”
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QUICK WIN
The E2E journey map and research insights pointed the team to our first quick win: improving route visibility in the driver app.
INSIGHT
Drivers experience is a key factor in fleets’ purchasing decisions
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.
METRICS
• Increase routing feature adoption
• Increase CSAT for automated route tracking system
• Increase workflow completion rate for route-stop workflows
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)