Tierpark, Tier operations
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.
TierPark
TierPark is a fleet management tool available in all cities. The tool allows us to track rides (duration and speed), see the different parking zones and business areas.
Introduction:
In todays paced world it is essential for operations managers and coordinators to have a shift monitoring system. TierPark, a mobility company faced a challenge, with their systems. In this article we will delve into the process of developing a shift monitoring system that revolutionised TierParks operations.
Empathise & Understand
For this project I conducted a first round of interviews with the differents Mangers, and Ops managers to discover what they main pain points are when organising the work of their Rangers.
I consequently clustered the data together and determined four different problem groups:
- Planning: they often can not plan because they do not have enough data to support their strategy.
- Assigning: to assign a zone to a worker they have to send them a message in Slack or Whatsapp, or tell them in person in the morning. With shifts of up to 40 workers this creates a lot of noise.
- Supporting: Managers do not have visibility of what is hapening during the Shift. They can see some data only at the end of it.
- Looking back/ analysing: after the shift they can see data, but it’s incomplete, for instance they can not see all the task types, just some of them.
Define a strategy
At this point, I needed to decide which problem to address first. Even though these issues were interconnected, they seemed to create a loop, like the classic “chicken and egg” scenario. So, I evaluated which problem could be resolved more quickly and efficiently, considering the available technology and resources.
I came to the conclusion that managers faced challenges in planning because they lacked access to accurate data. Therefore, my initial focus was on ensuring they had all the necessary data, particularly concerning the shifts during which the Rangers are working.
Second round of research
I aimed to establish a data tracking system for Tierpark and initiated a second round of interviews to map out the entire user journey of a manager responsible for scheduling shifts for the rangers.
Secondly, I created a Service Blueprint, that could identify the steps done by the Manager while planning the shift, the Ranger shift and the post shift. I identified and defiend the needs and pain points of a Manager user persona.
Do you wan to have a look at the interviews? Here you can read the documentation.
The Old System
TierParks existing Shift and Swap pages were reminiscent of an era. Originally designed for vehicle collection purposes these pages had functionality in the context. They simply displayed what needed to be collected. What had already been collected.
The issue was further exacerbated by elements antiquated map icons and components that were no longer suitable for TierParks evolving needs.
The problem was compounded by outdated elements, old map icons, and components. These relics from the past no longer supported TierPark’s evolving needs.
A Lean Approach
A few years ago, TierPark introduced swappable batteries, necessitating a change in the way shifts were monitored. The managers needed visibility into these swaps, and the solution was to create a lean page that could accommodate this new requirement.
Evolving Needs
TierPark has embarked on a journey of improvement since 2019. They have introduced responsibilities, like deploying, cleaning, checking and parking. Have even expanded their vehicle fleet to include bikes and mopeds. However the existing shift monitoring pages did not accurately represent these updates.
The Vision
The vision was clear — create an advanced shift monitoring system that empowers operations managers (OMs) and coordinators (OCs) with real-time insights into Ranger shifts. This system needed to be agile, accommodating the changing dynamics of TierPark.
Ideate
To tackle these concerns a significant architectural change was undertaken. The previous Shift and Swap pages were phased out paving the way, for a page called “Ranger Shift Monitoring.”
Key Features:
1. Comprehensive Information: The new system displays the chronology of events during Ranger shifts, including tasks and reports. OMs and OCs can now monitor what has been accomplished, how, when, and by whom.
2. Planning Tool: The system helps in planning future Ranger shifts based on past activity and pending tasks. This ensures efficient allocation of resources.
3. Battery Consumption Insights: Understanding the consumption of embarked batteries by Rangers is crucial. The new system provides this data, helping TierPark optimize battery usage.
4. User-Friendly Interface: The system is built as a lean MicroFrontEnd (MFE), ensuring speed, performance, and mobile-friendliness. The default view is a map that displays shift events with icons, making it intuitive for users.
5. Filtering Options: Users can filter data by shift dates, shift types, Rangers, destination types, and task details, providing flexibility in data retrieval.
6. Tracking and Metrics: Integration with tracking tools allows for the monitoring of map and list view usage. Valuable insights into user behavior and interaction patterns are gathered, aiding continuous improvement.
Prototype
I made significant changes to TP’s architecture. By replacing the Shift and Swap pages with a single, all-encompassing Ranger shift monitoring page, I was able to achieve the following goals:
- Display the sequence of Ranger activities on a map or in list format for each shift.
- Provide real-time monitoring of activities during and after shifts, highlighting key accomplishments, methods, timing, and the individuals responsible.
- Empower OMs and OCs to effortlessly monitor, plan, and analyze shift activities.
- Improve insight into battery usage patterns during shifts.
Provide external Ops partners with crucial insights to better plan the shifts.
Improvements
New map pins
Regarding UI improvements, I wanted to make sure that every user can clearly differentiate between different pin selections and filtering. Therefore, I made every pin selection behave in a unique way. For Ranger pins, I ensured there’s a clear distinction between van and bike drivers, to help highlight essential roles and their associated tasks. For greater inclusivity, managers can personalize their avatars. I also implemented vehicle pins that display the type of vehicle (bike/scooter) and include extra information like the number of tasks completed and their priority level.
Conclusion
To sum up the process of developing a shift monitoring system, for TierPark highlights the significance of being flexible and adaptable, to changing requirements. By replacing outdated systems with a user-friendly, data-rich platform, TierPark has empowered its operations team to make informed decisions and improve efficiency.
The new Ranger Shift Monitoring system is more than just an upgrade — it represents how TierPark is dedicated to being the best in the business. It’s important to remember that in our world that’s always evolving, being able to change and come up with new ideas is critical to achieving success.
