Fleetcor: Powering the Future of EV Payments
How do you transform an industry leader in Fuel cards into the go-to brand for EV fleet solutions?
Fleetcor, a global business payments powerhouse listed on the NYSE, turned to and jump to unlock new opportunities in EV. Our mission is to innovate and accelerate the development of EV features for their online platform.
We ran our custom design sprint to identify opportunities and develop a new service. Putting customer-centricity at the heart of the process united teams and gave confidence in the outcomes.
Primary research became a game-changer, revealing a significant opportunity for Allstar to lead in the sector and high-value EV opportunities for customers. High-fidelity prototyping brought these concepts to life, giving the business confidence to move forward.
Services
Design sprint
Audience panel
Design research
Prototyping
Service design
UX and UI design
Product innovation
Product strategy
Kathryn Gough, VP, Product and Transformation, Allstar Business Solutions
“The prototype came with a WOW factor that was unexpected. We loved the clean, modern look and feel and intuitive navigation, which was very different from the existing customer experience.”
Defining our north star and mapping the new service
We began by creating an experience map of our new product. We walked each of our primary personas through the service, detailing their needs at each stage.
To keep the scope focused, we concentrated on the fleet manager, who uses the service daily and interacts with drivers and finance managers.
Sketching new feature ideas
Once we had our map and target persona, we started sketching. Starting with written descriptions, we used different exercises to iterate on our ideas.
In addition to cost and spend features, the team explored the level of carbon reporting that fleet managers might need. How open were they to AI, driver performance, and fleet management reporting?
Storyboarding our prototype
We developed the EV dashboard storyboard to ensure it was effective for user testing, covering all desired tests and creating the right prototype.
Prototyping
Insight into the fleet and logistics sector and audiences was sparse relative to other industries.
We built a segmentation representative of the customer base and an audience panel to understand needs, behaviours and motivators and pinpoint the right people. To recruit at speed, we automated the process.
We conducted two rounds of testing to identify design solutions and define what success looks like for users. We extend user testing beyond the traditional one-day duration. This gives deeper insights and a stronger prototype, resulting in greater confidence in the work.
We make research a team sport by integrating different teams in the playback of findings. Insights were synthesised into a research repository and made easily shareable across the business.
Human-centric innovation
We deviate from a traditional design sprint prototyping to a higher fidelity with more depth across the journey.
We find this helps teams respond better to the prototype, making it much more solid to test with customers.
In this case, we built the core user journey, covering carbon reporting, green storytelling, driver performance, and car benchmarking.
Launching new features onto the current platform
We synthesised customer insights, criticisms, and feature ideas. These findings were integrated into a new prototype, which gave the team a solid version to work from when sequencing the product roadmap.
Next, we reviewed existing datasets and mapped which new features were ready to go versus those requiring more development.
This resulted in a shortlist of functionality we could launch into the current platform without significant disruption.
UX Review and wireframing
The EV features needed a home within the platform. To reduce the cognitive load on the user, we reviewed the dashboard UX, tweaked the structure, and simplified some of the journeys.
The final prototype reflected the platform with the new EV features to get stakeholder buy-in and have a reference point for developers.
The MVP features were implemented alongside a prioritised roadmap for future development.
Results
49
New breakthrough features identified
7
New EV features launched on the platform in release one
1
Product roadmap with prioritised features ready to build
Let’s start something special
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