In this project, I led the end-to-end design of Wunder Mobility’s vehicle task management system, transforming it from an inaccessible, underused tool into a core operational feature. The design allowed mobile accessibility, operations map integration, and hardware task flows boosting client adoption and driving measurable improvements in productivity and user satisfaction.
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My Role
Product Designer
Team
Humphrey Ndirangu, Frontend
Firas Hamila, Backend
Raabe Noa, Backend
Yohan Francis, PM
The Challenge
One of the core features of Wunder mobility’s back-end system is the task management feature used to assign vehicle-specific tasks such as repairs, refueling, pickups to street operators etc. While this feature had been part of the product for a long time, it wasn’t delivering value to users and saw low adoption across clients.
The reasons for this were: the system wasn’t easily accessible for day-to-day use, especially for on-the-go teams, and task assignment, update, and tracking flow was not intuitive. Because of these limitations, many clients resorted to external tools like spreadsheets or third-party platforms to manage task progress, indicating a strong need for a major redesign that prioritizes usability, clarity, and accessibility.
Research & Discovery: Understanding the Existing System
My research began with a deep dive into the existing task management system to understand its structure, usability challenges, and pain points. I conducted a comprehensive audit of the current system, mapping out its workflows and identifying friction points in task assignment, tracking, and mobile accessibility.
In parallel, I reviewed internal feedback with Technical Account Managers(TAM), user behavior data and feedback on hotjar to uncover recurring patterns and frustrations. These insights highlighted key gaps in usability and accessibility, especially for field operators who rely heavily on mobile workflows. This research phase laid the groundwork for informed brainstorming sessions and helped define clear problem areas to address in the redesign.
Old Task management (Desktop)
Old Task management (Mobile)
To deepen my understanding of the users and their interaction with the task management feature, I applied a structured framework using the Who, What, Why, and Where approach using Miro. This process helped me generate focused, insightful questions that informed both user personas and workflow analysis, while also revealing key opportunities for improvement.
Some of the guiding questions included:
Who
Who is the primary user of this feature?
Are there multiple personas interacting with it?
What
What types of tasks are users trying to create, assign, or complete?
What specific outcomes are they aiming to achieve?
Are there sub-features (e.g., task filtering, status updates, task history) that support these goals?
Why
Why do users rely on this feature?
What core problems or operational inefficiencies does it solve for them?
Where
Where in the overall user journey does this feature fit?
Is it used primarily in the field, in the office, or both?
At what time of day, week, or operational phase is it most frequently used?
User Interviews: Insights and Uncovering Pain Points
I conducted qualitative user interview sessions with Technical Account Managers (TAMs) and users who had previously voiced frustrations or expressed the need for improvements.
These conversations were aimed at validating the problem, uncovering specific pain points in real-world usage, and aligning on what an improved solution would look like. I used open-ended, insight-driven questions to spark thoughtful responses and better understand the nuances of their workflows and expectations. Below are some insights captured from the user interviews based on recurring themes.
The task management feature is being used on an average of once a week and some clients never use it.
Insight #1
There is no automation, so it is not very convenient to use. Customers want certain tasks to be created automatically, like a change battery task created when battery state is low
Insight #2
Communication between the different personas is not all in one system.Some clients use external tools like excel sheet, trello and whatsapp for communication of task progress.
Insight #3
The task management feature is hidden and not easily accessible for fleet managers
Insight #4
The Task Management feature isn’t mobile-friendly, and street operators can’t view full job details assigned to them, making it discouraging to use.
Insight #5
Users see the Task Management feature as essential for handling tasks like repairs, but they feel it lacks the functionality they need.
Insight #6
How Might we design the task management flow?
After conducting user research, I began mapping out the key actions and processes users would go through when using the feature. This included identifying their primary goals, common tasks, and pain points to inform a flow that aligns with their needs and work patterns.
Possible Solutions
Armed with a deep understanding of the shortcomings, I embarked on a comprehensive exploration of potential solutions. This included generating new ideas, considering alternative approaches, and evaluating industry best practices. By leveraging this research and creative thinking, my aim was to create a task management system that surpasses the limitations of the old system, offering an intuitive and efficient user experience that aligns with the needs and expectations of our users.
Proffered solutions are:
Bringing "Task Management" to the "Operations Map" to make it more accessible
Creating task flows for routine checkups and maintenance
Making it flexible to create routine flow
Mobile-Optimized Task Management to provide convenient user experience for street operators
Customer Journey Map
Overwhelmed with insights, I needed to start conceptualizing to come up with a design solution. I started with creating the user journey map and also sketched my ideas. I analyzed user goals, thoughts, emotions, opportunities, gaps and pain points at each stage. This can guide the development of strategies and solutions to address user needs effectively
Design Solution
Task management easily accessible on operations map
Task management can be easily accessed from operations map allowing a user create individual tasks based on vehicle need.
Integrating task management with operations map provides users with a convenient and centralized solution for creating and managing individual tasks based on vehicle needs. The integration enables seamless communication between the task management system and the operations map. Users can receive real-time updates and notifications regarding task progress, completion, or any changes in vehicle requirements. This ensures that users stay informed and can make informed decisions based on the current status of each task.
Access vehicle hardware actions easily and relevant IoT device information
With this feature, users can effortlessly interact with vehicle hardware actions directly from the task management interface. This includes functionalities such as locking and unlocking battery compartments, opening and closing tailbox, or controlling vehicle-specific settings.
The system also leverages IoT device data to provide valuable insights and automate task management processes. Relevant information from IoT devices, such as vehicle location, fuel levels, or diagnostic data, is seamlessly integrated into the task management interface. This empowers operators to make data-driven decisions, optimize routes, prioritize tasks based on real-time information, and proactively address any potential issues.
“Note” feature within task management for streamlined communication.
The "Note" feature within task management system revolutionizes communication, offering a streamlined and efficient way to collaborate and exchange information within the task management interface.
With streamlined communication through the Note feature, collaboration becomes more efficient and productive with fleet managers and street operators. It promotes transparency, enhances accountability, and reduces the risk of miscommunication or missed information. Team members can easily refer back to previous notes, keeping track of the project's progress and ensuring that everyone has the necessary context at their fingertips.
Mobile-Optimized Task Management to provide convenient user experience for street operators
A mobile-friendly mobile web app for street operators that would provide better accessibility with optimized functionality for task management on the go.
By developing a dedicated mobile application with these features, the task management process for street operators can be significantly enhanced, allowing them to perform their duties more effectively, stay organized, and improve overall productivity in their daily operations.
Prototyping and Testing
After creating the designs, I took the initiative to create prototypes to prepare for user testing sessions, ensuring the validation of our assumptions and ideas. Our efficient Design System played a vital role in expediting the design and prototyping process, enabling quick iteration and validation of concepts.
When moving on to user testing sessions, I prepared usability testing plan which had a script where they had 3 main tasks:
Creating a task from the operations map
Activating hardware actions
Creating notes for communication
The user testing session was facilitated by me in moderate usability testing style. The testing sessions provided us with learnings that reflected small changes in the designs but in general, the core flow was clear and aligned with the proposal of the MVP for this feature.
Design Handoff
To ensure a smooth transition from design to development, I carried out a structured handoff process that aligned the product, design, and engineering teams. This involved:
Conducting a final design review with the product manager and engineering team to align on implementation details.
Preparing and sharing all necessary assets, design files, prototypes, and supporting documentation to ensure clarity and ease of use for engineers.
Creating detailed handoff documentation with developer notes and ensured that all user flows were accurate and consistent.
Result and Impact
Since its release, the task management feature has achieved strong adoption rate This has led to a marked improvement in user productivity and overall system efficiency. According to quantitative data collected from Hotjar, customer satisfaction increased by 62.6%, underscoring the impact and effectiveness of the redesigned experience.
72%
High Adoption Rate
The new and enhanced task management feature has been widely adopted, with over 72% of our clients now utilizing its capabilities.
62.6%
Increased Satisfaction Score
According to the CSAT score collected, over 60% of users reported being more satisfied with the feature ease of use and efficiency after the redesign.