Aptiv + Lyft: Autonomous Vehicle Management
How might we add value to the user experience of not just riders of autonomous vehicles, but those who manage them?
Aptiv Connect Command Center is a data-driven, integrated autonomous vehicle management platform that delivers real-time, actionable insights of the many variables of self-driving cars, including rider experience.
I had many roles for this MVP version of the product that can be attributed to a UX Strategist: business analysis for value propositions, product management, and design lead. My contribution started in September 2018.
I collaborated cross-functionally with other stakeholders in Aptiv, along with UX and visual designers of our software provider.
The MVP product, called Aptiv Command Center, launched at CES 2019 (January 8th, 2019).
I defined user goals, behaviors, and motivations that translated into use cases, product requirements, and design specs.
I gathered, shared, and negotiated consensus with senior stakeholders and development teams, providing an environment for mutual understanding of the vision.
Insights and Ideation
I partnered with cross-functional stakeholders and software providers in defining jobs-to-be-done, features, concepts, ideation, and storytelling.
Strategy and Execution
I provided design direction and frameworks for design execution, to achieve objectives, goals, and definitions of success.
In this case study, I have omitted confidential and sensitive material in order to comply with my non-disclosure agreement with Aptiv. All information you see is of my own, and do not necessarily reflect Aptiv’s.
The topic of self-driving cars have been circulating since the 1920s, yet they still invoke awe and mystify people today. We know that they're out on the roads now, and riding them is a whole new experience.
Now imagine managing a whole fleet of them?
Aptiv's mission is to "demonstrate our ability to enable Mobility-centric business models through full control of data collection, transmission, analysis, and management".
With this, my high-level product goals were:
1. Give users the tools and ability to manage fleets and their engineering data to help them make better business science decisions.
2. Provide a platform for measuring metrics and success for the users, increasing efficiency and scale.
3. Open communications and actionable items to and from different users leveraging data intelligence.
4. Foster growth for innovation and problem-solving to not only internal teams but also end users.
Methods & Techniques
Onsite interviews. A team was sent out to our Aptiv Las Vegas Tech center to investigate, audit, and identify Telemetry workflows, processes, and qualitative data such as pain points . We conducted user interviews and fieldwork to understand the current process, everyday work, and tools that help achieve the goals of telemetry technicians, who were our main users. The Telemetry team will be ultimately responsible for managing autonomous fleets.
Users had different definitions of success. What was most interesting is how each subset of users had different goals in mind. Some were focused on vehicle health. Others on fleet utilization. While there were some needs that overlapped, such as the safety of the driver, passengers, and outside elements (pedestrians, traffic laws, other vehicles, etc), it was clear that the solution had to have flexibility.
Mental and physical demands. This can be anything from company vision, mission, strategic intent to current information such as product launches. A congregation of the company's social media accounts and press releases are some examples of this informational feed.
This is especially complex due to the multi-dimensional of the environments from the tech center, roads, regulations, pedestrians, and the vehicle computer systems.
This led us to the biggest challenge our users experienced yet: users were having difficulty finding harmony among the many apps they use to help them accomplish their definitions of success.
In-house, subject matter expertise matters. There is value in talking to my coworkers who are targeted users for the application. Taking the data produced from vehicles for analysis to drive decision making and value proposition with our clients, we needed to make sure that the app extended to these needs. They were gracious in taking the time to explain how the company's values intertwined with the rest of our users and that we should provide support by way of the app.
Growing industry, growing needs. It was clear from the users we've spoken to about this newer domain, that we paid attention to how they felt about managing autonomous vehicles. Whether it was the telemetry technicians, their managers, riders, mechanics, engineers, data analysts, and stakeholders; some needs are difficult to attribute in a tangible way.
What we could qualify was the strong desire for safety and reduce feelings of uneasiness, across everyone. We kept this in mind throughout the design.