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Telematics Driving Score UI Refresh
OVERVIEW

Working with another Experience Designer at Arity, we completed a redesign of the Score screen in our telematics app, Routely*. The purpose of this redesign was to increase user understanding of the feature, their engagement with it, and refresh the outdated UI.

QUICK FACTS

Role: Experience Designer (I co-lead all the design work and research along with my design pair)

Duration: 3-4 months

Collaborators: product owner, developers, content writer

*Routely is an insurance telematics app. The app tracks users' driving trips and driving behaviors to give them a driving score. Depending on the insurance company's program, the user may get a discount on their car insurance if they are a safe driver.

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Original designs

The user sees an overall score, and can tap on each icon to view a numeric score for all 4 score factors, as well as static messaging to let them know how they're doing

New designs

The user still sees an overall score, but each score factor has personalized data to show users their driving behaviors, and educate them about what influences each factor

Click image to enlarge

THE DESIGN PROCESS

  1. Our first step was to review key findings from research conducted on the original redesign of the score screen.

  2. From those findings we created two “how might we” statements to guide our iterations.

  3. We sketched and iterated on the designs, working from the how might we statements. We also worked with our content writer to update the content based on research feedback

  4. After several rounds of iterations, we landed on a design we felt addressed our main challenges. We then conducted another round of research, focusing on usability of the design and perception of the new content.

  5. We identified recommendations from that research, then iterated again and collaborated again with our content writer to finalize the content.

  6. Throughout the process we would regularly check in with key stakeholders to get input and feedback. Stakeholders like our legal and ratings teams, product owners, developers, and customers helped shape the designs along the way.

  7. Once designs were finalized, we delivered final specs to our developers, and collaborated with them throughout implementation and release of the updated feature.

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The carousel below shows various references from this process.

CHALLENGES TO ADDRESS IN OUR REDESIGN

  • Feedback from customers and research studies found that the previous design of the score screen was not engaging

  • Users were not understanding the connection between the trips they would take and their driving score

  • The previous design didn’t give helpful or actionable feedback, so users didn't know how they could improve their score

  • Showing the numeric score for each of the four score factors would cause confusion and doubt over the accuracy of the app

  • There was no way for users to track progress or improvements over time

DESIGN GOAL 1

Increase overall engagement/user delight when coming to the page

HOW WE MET THIS GOAL

  • Restructure page to show emphasis on the main overall score, then have slider ratings for each score factor, rather than showing a specific number

  • Add animations to engage and delight users/make them want to check their score frequently

  • Add score factor drawers to give more information to users without cluttering the main score screen

DESIGN GOAL 2

Provide more information about what users are being scored on and give actionable insights

HOW WE MET THIS GOAL

  • Customized content within each score factor drawer

    • ​Slider scale and encouraging messaging to convey to a user how they're doing

    • ​Chart with user data over time so they can see their trends

    • Descriptions of the events so they fully understand what they're being rated on

drawer example.png
KEY TAKEAWAYS

  • Our redesign of the score feature elicited praise and positive feedback from various internal stakeholders - product leaders, the sales team, etc.

  • We also saw a positive response from our customers 

    • “We totally impressed our customer with new Routely Score app designs, so much so that they are now coordinating their launch around this new version.” - SVP of Marketing at Arity

    • One of our key customers, who previously did not have score enabled for their users, decided to enable the scoring feature after seeing the new designs

Some information may be omitted or redacted for privacy concerns.

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