Fleetcor: Powering the Future of EV Payments
How do you transform an industry leader 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: innovate and fast-track the development of next-generation 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.
First-hand research became a game-changer, revealing breakthrough EV ideas that were innovative and truly worked for customers. High-fidelity prototyping brought these concepts to life, giving Fleetcor and its UK brand, Allstar, the confidence to move forward. It validated the experience strategy and showed a greater opportunity for Allstar to be the leader in EV.
Services
Design sprint
Audience panel
Design research Prototyping
Service design
UX and UI design
Product innovation
Roadmapping
“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.”
Kathryn Gough, VP, Product and Transformation, Allstar Business Solutions
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 our persona, we started sketching. Starting with written descriptions, we used sketching 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 worked out the storyboard to ensure the new EV dashboard would be effective for user testing. This way, we covered everything we wanted to test and built the right prototype.
Prototyping
Insight into the fleet and logistics sector and audiences are sparse relative to other industries. We built a segmentation representative of the customer base and an audience panel to pinpoint the right people. To recruit at speed, we automated the process.
We made research a team sport by integrating the CX, design and different teams. We ran two rounds of testing to discover customer needs, design solutions and journeys, and understand what success is. Insights were synthesised into a research repository and made easily shareable across the business.
We like to extend user testing longer than the traditional one day. This allows us to test more deeply and iterate on the prototype. It also gives the client greater confidence in the results and the ability to act on them.
Human-centric innovation
Here, we deviate from a traditional design sprint to prototype to a higher fidelity with more depth in the journey.
We find this helps teams align better and respond 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
7
New EV features launched on the platform
1
Product roadmap with prioritised features ready to build
Let’s start something special
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