Transportation Infrastructure
Management System for Axent
About the Project
We revamped and modernized Axent's transportation management software to enhance the handling of digital signage, road work lights, and overall transportation network maintenance.
Axent, which manages infrastructure across Queensland, Melbourne, Sydney, and WA, faced significant challenges due to outdated software. Frequent malfunctions caused operational inefficiencies and impeded their ability to secure larger contracts. Our goal was to develop a new software solution to resolve these issues and support Axent's expanding operations.
Role: Lead UX Designer and Project Manager
Objective: Design and implement a reliable, user-friendly software system to support Axent’s growing needs and ensure seamless operation of transportation infrastructure.
Setting the Vision
As the Lead UX Designer and Project Manager, my vision was clear: to create a reliable, user-friendly software system that would streamline Axent’s transportation management. This new system needed to address current inefficiencies and support Axent's growing operational demands, ensuring seamless management of digital signage, road work lights, and overall infrastructure.
Key Performance Measurements
To measure the success of the project, we focused on the following metrics:
System Usability Scale (SUS): We used this to gauge user experience, user satisfaction and usability of the implemented solution.
Reduction in False Positives and Errors: We aimed to significantly reduce erroneous alerts.
Time to Service: We targeted a notable decrease in maintenance time.
Job Error Rates: We focused on minimizing errors in job ticket management.
The metrics were evaluated over a rollout period of two months, comparing the rates before and after the new system implementation to assess improvements.
Identifying Challenges
Axent's outdated software frequently malfunctioned, leading to operational inefficiencies. These issues hindered their ability to manage transportation infrastructure effectively and impacted their capacity to secure larger government contracts. Recognizing these challenges was the first step toward developing a robust solution.
Stakeholder Engagement and Strategy
To fully understand and address these issues, stakeholder engagement was crucial. We held multiple workshops and meetings with Axent’s management, technicians, and support staff. This collaborative approach ensured that we aligned our project goals with the needs and expectations of all stakeholders, setting the stage for a successful project.
Key Pain Points
System Breakdowns
Frequent system failures caused significant downtime and operational inefficiencies.
False Errors
The system often generated erroneous alerts, leading to unnecessary site visits.
Management of Digital Displays
The process for updating and managing digital displays was cumbersome and error-prone.
Job Ticket Issues
Job tickets frequently failed to register, causing delays and confusion.
Three Primary Needs
Accuracy: Ensuring job tickets were correctly logged and managed to avoid operational delays.
Efficiency: Simplifying maintenance and reducing time to service was crucial.
Reliability: The system needed to be stable and free of false positives and errors.
Planning, Management, and Research
To set the stage for success, our planning phase was comprehensive and detailed. We established a project roadmap with clear milestones, resource allocations, and timelines. Early on, we recognised the importance of understanding Axent's operational environment and user needs.
Planning and Strategy
Setting Clear Objectives:
Establishing what we aimed to achieve with the new system.
Timeline Creation:
Defining key milestones and deadlines.
Resource Allocation:
Ensuring we had the necessary resources, including personnel and technology.
Technician and Support Staff Interviews
We conducted in-depth interviews with technicians and support staff to understand their struggles and needs. These interviews provided valuable insights into the daily challenges faced by users, allowing us to tailor our solutions to address real-world issues.
By engaging directly with those who used the system daily, we ensured that our design was grounded in practical, user-focused considerations.
On-Site Observational Studies
Despite COVID-19 restrictions, we were able to observe technicians on the job to identify key pain points and inefficiencies. These observational studies allowed us to see first and how the existing system was used in real-world scenarios, uncovering hidden issues and opportunities for improvement.
Observing technicians in their work environment provided a deeper understanding of the context in which the system operated, enabling us to design a solution that truly met their needs.
Stakeholder Workshops
We organized workshops with stakeholders to align on project goals, gather insights, and set expectations. This collaborative approach ensured that all parties were on the same page and that our design strategy was informed by diverse perspectives.
Visualising User Interactions and System Workflows
Our design phase was dedicated to understanding and improving how users interact with the system. This involved two key activities:
Process Mapping
We meticulously mapped out the current workflows to get a clear picture of how tasks were being performed. This process allowed us to:
Error Reduction: Achieved a significant decrease in false positives and errors.Identify Inefficiencies: Highlight bottlenecks and redundancies that were slowing down operations.
Understand User Roles: Gain insights into the specific tasks and responsibilities of different user groups.
Streamline Processes: Propose streamlined workflows to enhance efficiency and reduce errors.
User Journey Diagrams
We created detailed user journey diagrams to illustrate the steps users take when interacting with the system. These diagrams helped us to:
Highlight Critical Touchpoints: Identify the key moments where users interact with the system, ensuring these points were intuitive and efficient.
Spot Pain Points: Pinpoint areas where users experienced frustration or difficulty, guiding our redesign efforts to address these issues.
Enhance User Experience: Develop a more seamless and user-friendly interface by understanding the complete user journey from start to finish.
Through these activities, we were able to create a comprehensive visual representation of the system's current state and identify targeted improvements to enhance user interactions and system workflows.
Design System Implementation
We implemented a light component and design system early on. This enabled the tech team to start building assets quickly and iteratively, ensuring alignment with our evolving design.
Iterative Testing
Iterative testing was crucial. We continuously refined our designs based on technician feedback, ensuring the system was accurate and efficient. We used Maze for rapid prototyping and testing, gathering feedback and making necessary adjustments quickly.
Working with Developers
Collaboration with the development team was key to ensuring the design was implemented effectively. Regular communication and iterative testing allowed us to address any issues promptly and ensure the final product met all requirements.
Outcomes and Results
Our design phase was dedicated to understanding and improving how users interact with the system. This involved two key activities:
Achieving Results
Our concerted efforts led to significant improvements. We achieved a substantial reduction in errors, which greatly enhanced system reliability.
Maintenance time was reduced by 171 hours per week, significantly increasing operational efficiency.
The new system received positive feedback from 87% of users, underscoring its ease of use and reliability. These results not only addressed Axent’s immediate challenges but also positioned them better for future opportunities, demonstrating the value of a user-centered design approach.
Error Reduction: Achieved a significant decrease in false positives and errors.
Time to Service: Reduced maintenance time by 171 hours per week.
User Satisfaction: Positive feedback from 87% of users, highlighting the system's ease of use and reliability.
Impact on Axent's Operations
The new system addressed Axent’s immediate challenges and positioned them better for future opportunities. By enhancing system reliability and efficiency, Axent could manage their transportation infrastructure more effectively and secure larger contracts.
Successes and Failures
While the project was largely successful, it was not without challenges:
Challenges: Tight deadlines and COVID-19 constraints required agile methods and innovative problem-solving.
Successes: Significant improvements in system reliability, efficiency, and user satisfaction.
Summary
As the Lead UX Designer and Project Manager, the primary objectives of this project were to reduce errors, improve efficiency, and enhance user satisfaction. By employing meticulous planning, comprehensive user research, and iterative testing, we achieved substantial reductions in system errors and maintenance time.
The project culminated in high user satisfaction rates, demonstrating the effectiveness of our user-centered design approach and strategic implementation.
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