Ranger app, inforgraphics & stats
Tier
Tier is currently the leading micro-mobility company in Europe, already serving more than 100 cities across Europe and the Middle East, and expanding rapidly.
All maintenance and repairs are handled
in-house, so we rely on our own mechanics working in all the cities where Tier is present. Tier mechanics are using the Shelter App on a daily basis.
Ranger App
The Ranger app is a vital tool used by our workers, referred to as rangers, who are out on the street. They use the app to report damages and initiate tasks such as collecting scooters to bring them back to the warehouse. One of the key responsibilities for these rangers is to replace scooter batteries. The Ranger app plays a crucial role in supporting these operations by streamlining their tasks and providing a centralized platform for reporting and managing various tasks.
The problem
We discovered a discrepancy in the metrics displayed to rangers regarding completed tasks when comparing data from the Ranger app to what we see in Looker. The problem lies in the fact that the Ranger app shows raw task data, whereas in Looker we apply a specific logic to determine whether a task is compliant or not.
For example — if a ranger replaces a scooter battery three times, and only one of those times does the battery level actually increase, in Looker we would count it as one successful task and two unsuccessful tasks. However, in the Ranger app it would be counted as simply three tasks completed.
Currently, there is no way to identify whether a task that has just been completed on the Ranger app is compliant. This is problematic for two reasons:
Efficiency is lost if a Ranger completes a non-compliant task that is still marked as “done”. This Ranger may move on to the next task instead of correcting the non-compliant task, which wastes precious resources and slows down the workflow.
Overpayment may occur as the External Operator will not have visibility into whether a task was compliant or not, and may end up invoicing us for non-compliant tasks that Tier should not pay for.
Goal
The purpose of the initiative is to provide full transparency to the Rangers by giving them a centralized area to view their performance. This includes a summary of their activities for a specific date or shift, such as a list of reparation/adjustment performed with details, a list of tasks performed with details, a list of reports sent, and the zone(s) they operated in. Additionally, the page will display the total number of tasks marked as Done and the total number of tasks deemed Compliant per task type for the specified date or shift.
To ensure accuracy in the Ranger app numbers, it is necessary to align the definitions of task compliance and tasks done with Looker/Company Analytics.
Research
I created a research plan, and conducted a round of interviews with Shift planner and Rangers. Link here
Secondary research
Screens
User testing
I conducted screen tests using the Maze tool, and here are some of the results for your review.
Following the initial round of tests, I was able to identify and redesign the flaws in the screens, resulting in improved usability.
