Managing Safety & Efficiency In Transit (mSET) is an SaaS that provides security and efficiency for millions of people in the public transportation sector.
Upon acquiring several competitor companies, Luminator inherited seven software modules. The newly acquired software modules were outdated and had incohesive workflows.
The new SaaS, mSET, would be an all-inclusive solution that offered transit customers a more cohesive experience, reduced maintenance and operational costs, as well as improved safety and reduced liability claims.
Luminator saw an opportunity to consolidate and merge the newly acquired software modules with their existing SaaS.
Upon validating our assumptions and ideas with users, the following key findings were identified:
Transit authority users required full control over their vehicle fleets by managing their drivers, tenant clients, video surveillance units, and infotainment creation and publishing within a simple, easy to use web application.
Transit authority agencies needed to regulate which users had permission to publish content on vehicle displays and edit unit configurations within the vehicles.
Users preferred having a single location for administrative operations such as managing their vehicle fleets and managing system preferences to control the rest of the application modules.
PRIMARY USER OPERATIONS
Within the seven newly acquired applications, we identified the primary operations performed by users: creating and editing infotainment presentations, managing presentation content/assets, accessing video security surveillance, and administering system preferences.
Our team helped solve Luminator’s digital product crisis and transform Luminator into the world’s reliable mass transit technology company.
MANAGING SAFETY & EFFICIENCY IN TRANSIT
To simplify the application based on the primary operations performed by users, the seven newly acquired software applications were consolidated into four mSET modules, containing several intuitive and easy to use workflows.
OPERATIONS & ADMINISTRATION
As users preferred having a single location for all administrative functions, the Operations and Administration module was created to control the settings of the entire mSET suite. Plus, having all of the important administrative functions in a single module, allows an admin user to restrict the functionalities of a specific user role.
OPERATION & ADMINISTRATION – VEHICLES
Operations and Administration allows transit authority agencies to easily manage their entire vehicle fleet in just a few clicks – from adding vehicle(s) to a fleet group to adjusting a vehicle’s onboard unit configuration.
Content Manager allows users to import and manage content files. These content files (images) are then used to create presentation assets.
CONTENT MANAGER – CREATING AN ASSET
Presentation assets are created using a set of layout templates. This allows users to create a presentation asset by choosing a template and selecting the content to be displayed based on events and activities related to the vehicle.
For example, a specific store’s advertisement can be set for display as the vehicle approaches a scheduled stop located near that store.
Presentation Editor enables users to create, edit and manage presentations in a simple and efficient way.
PRESENTATION EDITOR – NEW PRESENTATION
To create a new presentation within Presentation Editor, users simply drag and drop the asset(s) that they previously created, unto the presentation’s timeline.
By actively collaborating with the client, the product was completed within budget and delivered 2 weeks early.
During the planning phase, we prioritized key stakeholders for the project, as well as defined the goals, key risks, assumptions, product KPIs, and the timeline for user validation and development inception.
Interviewing stakeholders and Subject Matter Experts (SMEs) helped our team understand Luminator’s business, their customers, and market needs. These interviews also helped clarify the pre-existing notions and expectations of stakeholders, and gave them a chance to analyze and align with their own objectives.
UNDERSTANDING THE USERS
User interviews and contextual user inquiries were used to establish an understanding of mSET users. This allowed our team to understand the users’ pain points, goals, and objectives while utilizing the current solutions.
BUILDING USER RELATIONSHIPS
Based on formative research, our team developed six user personas for each of the user types. Each persona included a journey map, to help us understand the user actions and pain points experienced while performing and completing certain tasks.
ESTABLISHING USER EMPATHY
To get a better understanding of the users, we created a service blueprint to diagram the flow of goals, stages, and touchpoints of each user persona interacting with Luminator’s products.
Having an established relationship with mSET users, our team proceeded to understand the software. We created sitemaps which rendered a bird’s-eye view of the acquired applications, and helped highlight the requirements needed to build mSETs architecture.
Of the acquired software was simplified into a single application suite.
To build the application’s architecture, we first focused on consolidating the Operations and Administration module as it controlled the rest of the suite.
For the final Operations and Administration module, over 250 screens that contained settings functions were consolidated into about 30 screens. This process piloted the integration of the remaining modules.
With an established application framework, we began optimizing user workflows. To do this, flowcharts visually diagramed each step within the user journey for accomplishing a specific task. This enabled our team to account for all of the use cases and requirements.
The example flowchart shows the workflow of a single function within “Operations and Administration”.
ESTABLISHING VISUAL HIERARCHY
Due to numerous functional requirements and the complexities of the application workflows within the suite, wireflows were used to highlight the necessary components of each screen. This allowed us to make quick iterations based on continuous requirement changes.
The wireflows example shows “Unit and Firmware Publishing” within “Operations and Administration”.
USER VALIDATION TOOLS
During usability testing sessions, wireframes were a simple, cost-effective way to make quick iterations while constructing the product’s visual layout.