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Zonar Systems, a fleet management company, needed to modernize its legacy admin tools to support its growing EV (Electric vehicle) customer base in the heavy-duty vehicle space. Creating and managing EV config (configuration) packages was a slow, manual process that made scaling difficult for internal teams. SMEs (Subject Matter Experts) relied on outdated tools, while Customer Care teams lacked the visibility they needed to support customers effectively. I set out to design a solution that served both technical and non-technical users. The redesigned tools contributed to a 29x increase in EV customers.
Fleet electrification introduced complex configuration needs, especially for heavy-duty EV buses. SMEs struggled with inefficient workflows, and Customer Care teams lacked access to key system data. Our goal was to design intuitive, scalable tools that simplified EV management and supported a growing user base.
Workflow Mapping
I conducted a detailed task analysis diagram to map the SME's workflow. This included tagging findings, technical feedback, and pain points along the task flow. This process revealed friction points and decision moments within the existing system.
Key Insight
Two distinct user group: SMEs vs. Customer Care
They required divergent UX approaches. SMEs needed powerful tools; Customer Care needed clarity and accessibility.
- Doug (Daily SME): Manages configs for multiple EV buses; needs speed, clarity, and control.
- Rob (Rare Configurator): A technically inclined but inexperienced SME; needs onboarding and structure.
- Carol (Customer Care): Needs to find the right info fast when supporting customer issues.
I started with low-fidelity wireframes, progressed to mid-fidelity click-throughs, and continuously refined based on user input and the Job steps from our story mapping sessions with the product team. Key sprint focus areas:
1. Create Configs
2. Edit & Track Configs
3. Manage Lifecycle at Scale
Design Goals
1. Consolidate tools into a single, intuitive platform
2. Accommodate both advanced and novice users
3. Ensure future extensibility for additional EV system features
New users like "Rare Rob" could feel more empowered to create the configuration if the learning curve wasn't so steep.
Result: Beak the steps down into an easy and digestible to follow 3 step process with a wizard
Users spends a lot of time on the manual steps
Result: Automating many of the manual steps thank to the new backend
Users had to split their time between several places to get the status of a configuration
Result: Created an area for users to see the status of the configuration
User no longer need to got to 13 different places to know which step to do next to set up the configuration
Apply newly created configuration package with ease
Users only need to go to one place to see the configuration status, the time past since inital creation and the config package name
“Before we had this, I had to go to 8 different tools to accomplish what we're doing here … And 13 steps”
- Zonar's Senior Solutions Manager
The redesigned IoT Device Manager tools contributed to a 29x increase in EV customers.