Intuitive & effortless bookings
I was hired as a Principal Product Designer. As a generalist playing the player-coach role, I designed various experiences, scaled the design function, and helped EROAD grow its business revenue.
I established design quality benchmarks, and a continuous research practice at the company. I created design hiring rubrics, interviewing strategies, and levelling frameworks for a small design department, inclusive of product design, UX research, and marketing.
Drove revenue growth by revamping the experience of the product. Updated a design system to unify components, styles, grids, typography, and iconography to improve the efficiency of design delivery.
Tools
Highlights
Improved NPS (Net Promoter Score) to win new customers
Enhanced loyalty at 75%, inspiring repeat visits for existing users
+30 % conversion rate
Enhanced teamwork, 30% faster development, & quicker first-phase feature launches.
Overview
EROAD is a fully integrated technology, tolling and services provider, based in Auckland, New Zealand. We were the first company in the world to implement a GNSS/cellular-based road charging solution across an entire country.
EROAD BookIt is an easy-to-use pool booking platform designed to specifically increase fleet utilisation and eliminate administration.
Project objectives
To develop a highly scalable and engaging solution that significantly increases sales conversion rates for larger, more complex customers.
To create a data-driven solution that improves sales team efficiency and reduces the cost of onboarding complex customers while simultaneously increasing their lifetime value.
To build a robust and flexible platform that positions us as the leading provider for complex customer needs, establishing a sustainable competitive advantage
The aim was to uplift the platform experience. EROAD BookIt required a user-friendly upgrade, offering enhanced control and simplicity. Elevating the look and feel in line with the vibrant EROAD Branding, making it intuitive and delightful for every user.
Streamlines the engagement process for larger, more complex clients, improving their satisfaction and retention by 80% while unlocking new revenue opportunities.
Early insights
Initial insights from customers and stakeholders showed us that the existing portal has a lot of problems in it.
Rationale for revamping a new dashboard for users
Co-designing with customers
Key questions customer asked
What i learnt
Intelligent rebooking
When a vehicle is late back or unavailable, the user is automatically rerouted to another suitable vehicle and notified
Two searches in one
Now each Book a Vehicle search also includes a Book a Seat search by default
Book a seat
Don’t feel like driving? Secure your ride in a company vehicle making a similar journey