Rail Integration
For this project we integrated with major railway carriers (BNSF, CSX, and Norfolk Southern) by connecting to their APIs. By doing this we were able to provide crucial rail stop tasks within the DRIVE app.
The Problem
Drivers were required to download and manage multiple railway applications to fulfill their daily stop tasks at various rail yards. Through feedback submitted via DRIVE, in-person discussions with drivers, and observations of pain points during ride-alongs, we identified an opportunity to minimize the frequency with which drivers need to exit the DRIVE app to complete the required steps.
Completing necessary steps in other apps often led to significant delays for drivers. This was because when a driver completed a task such as their InGate process through BNSF's app, RailPASS, they had to wait for RailPASS to process their information, submit it to J.B. Hunt, and then for that information to be sent to DRIVE. By integrating rail processes into the DRIVE app, we can instantly validate their information by comparing it to the data within the DRIVE backend. Ultimately, this streamlines the process for drivers, keeping them on the move and reducing frustrating waiting times.
The Value
Reduce frustrating wait times. Provide a consistent workflow while completing processes at the rail across all rail carriers. Reduce the management of multiple apps.
The Process
Research and Discovery
-
For the initial iteration, our focus was on integrating with BNSF's APIs. We prioritized BNSF because they possessed the most advanced technology and APIs, allowing us to establish the foundation for our rail workflows in DRIVE and swiftly proceed with the first phase.
-
Before commencing this project, we had numerous inquiries regarding the drivers' processes at the rail. We needed to ascertain the essential functionality required for them to accomplish their tasks effectively. To gather this information, I traveled to Kansas City, MO to conduct ride-alongs with drivers. Below is some of the slides I used to teach the product team about my discoveries. The main goal was to make sure everyone understood the problems a driver faces so they could fully empathize with the user as we created a solution.
Creating the Solution
-
Using the research gathered, I lead the team through our solution workshops. The goal of the workshops is to
-
We begin with a kickoff meeting to break down the project and outline our objectives. This ensures everyone is on the same page and aligns expectations.
-
Next, we ask all participants to sketch their ideas on how to solve the problem.
-
In our ideation session, everyone presents their sketches, including those from the drivers. Here, we discuss and review everyone's ideas. Having representatives from each aspect of the product team proves invaluable. Developers ensure we stay within the project scope, Business Analysts articulate the value, and Field Managers provide insights into the practicality of the drivers' daily operations.
Solution Workshop
For this project, our solution workshop looked a little different. Since the workflow already existed in another app, we wanted to keep our solution as similar as possible. Keeping this in mind during our workshop, our goal was to simplify the steps as much as possible. Everyone sketched and presented their ideas of how we could simplify the tasks.
After everyone presented and we discussed all of the ideas we discovered we would be able to autocomplete some of the steps for the drivers. This reduced the overall step count from 6 steps in the RailPASS app to just 2 steps in the DRIVE app. We also were able to prepopulate most of the required fields by using the information for the load that is stored in the DRIVE app.
We had a representative from the product team on the RailPASS app for the entire workshop process. This was extremely beneficial because they were able to speak to the functionality of the APIs they were providing, which helped us leave the workshops knowing we had a solution that could be done technically.
Design
As stated above, a lot of our design decision were made to keep familiarity to the look and feel of the RailPASS app. However, there were a few areas that we were able enhance the driver's experience.
The first area was the amount of steps to complete the workflow. In the first image, you can see that there are only 2 steps required for the driver to complete. In RailPASS, the driver had to complete 6 steps to get through the work flow. We were able to simplify this by using data that is stored within DRIVE for every load. This meant we could autofill and complete steps such as entering tractor information, entering trailer information, making calls to the drivers manager to validate information, and more.
The 2nd are we enhanced was adding the Edit Pre-Outgate button. In RailPASS, the driver had to submit the pre-outgate, navigate to unit information, tap the edit button, and then resubmit the pre-outgate. This was a very frustrating experience because the driver would have to wait for the pre-outgate to submit again and also wait for that information to be sent to the DRIVE app.
The third enhancement we made was to the QR code screen. We added a QR code to the top and bottom of the screen. This decision came from driver feedback where they said if their screen had a crack, then the scanners at the rail yard have trouble reading the screen. I was able to validate this issue in person. You might be thinking, well how many drivers actually have cracks in their screens for this to be a problem? You would be shocked at how many drivers forget they have their phone in their laps when they get out of the truck and their phone falls 8 feet to the ground...
Results
Since the release of this project, we have received great feedback. The drivers have reported that having the workflow in their primary app is much faster for the driver at the rail stops. On average, drivers reported that they would estimate it saves 15 minutes per rail stop. Most drivers run 5 rail stops a day, so this enhancement would save the average driver an hour and 15 minutes each day.