Our client desperately needed to update their Geospatial-powered app because of the poor customer experience and needed RevGen’s help to build a new, modern UI as well as the data and web frameworks to improve the user experience.
Our client, a leading manufacturer of vehicle tracking devices and custom geo-fencing software, was facing immense pressure from their B2B clients over the difficulty of accessing account- and vehicle-level tracking and management in their web applications. There were major issues with latency, the applications weren’t user friendly and were a competitive disadvantage. They brought in RevGen to reimagine a new UI/UX to use geospatial capabilities and modern data and web frameworks to turn their customer satisfaction scores around.
The existing application was based on legacy technologies that simply couldn’t keep up with our client’s growing user base and the volume of location tracking data.
Each device uploaded location and vehicle data every 30 seconds. With the legacy architecture, the app frequently lagged behind, unable to handle the amount of data uploaded. This meant customers paying for real-time location tracking weren’t actually getting it in real time.
The inefficient design of the legacy app required users to jump through several hoops to accomplish simple tasks within their accounts, leading to numerous complaints and workarounds outside the system.
Our client was keenly aware that these were reasons that their customers were leaving for their competitors, despite competitive pricing and device features. To stop the bleeding, they knew they had to make a change.
Our team began by interviewing stakeholders and using design thinking to reimagine the end-user experience. We also reimagined the architecture, leveraging modern frameworks and scalable data pipelines to handle the growing number of users and volume of data. We then used an iterative, Agile approach to modernizing the application.
Key to success was ensuring the new application met the client’s strategic goals while improving overall useability for the customer base.
A major issue in resolving the latency issue was updating the technologies powering the existing application. With new, modern frameworks in place, the Real-Time Location Services (RTLS) data flowed as it should.
As this was a major stumbling block in hitting sales goals, updating the app quickly was a priority. We used the Agile methodology to develop and release an MVP first, iterating through additional design and functionality phases and allowing them to showcase the application in their annual user conference.
The architecture and usability of the new application provided a foundation for continuous improvement and allowed our client to begin building enhancements and addressing customer requests.
The new application was an instant success with existing and potential customers alike.
The new app improved user experience by simplifying the UI, going from several steps across pages to efficiently completing most tasks on a single page. We also built in greater visibility to user accounts, letting customers be more proactive and efficient when managing their vehicle fleets.
RevGen was able to complete the MVP in time for their annual user conference, where the new app was demonstrated live, receiving great feedback both from potential customers and the sales teams using it.
Customers now had the ability to view reports about their fleet, either in the app itself or downloaded as a PDF. This increased customer satisfaction even more, as it had been a long-time complaint.
Another long-time customer ask was better notifications about individual vehicles. Allowing customers to create custom notifications based on area (geo-fencing) and vehicle status successfully addressed another major request.
Although cutting costs and exceptional employee experience often don’t go hand in hand, RevGen created an approach to mobile device usage that prioritized them both.
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