Driver•i
Fleet-safety ecosystem
Project 02
- Role
- Product Manager / Device Product Manager
- Focus
- Integration and installation experience
Redesigning a Multi-Device Installation Experience
Using field research and systems thinking to reduce fleet-device installation time by more than 57%.
Product DiscoverySystems ThinkingUXOperations
Core result
>57%
Reduction in overall installation time
Executive summary
The experience was following the architecture.
01
Two devices and different communication mechanisms created a fragmented installer journey.
02
Field research exposed where transitions, validation and retries were slowing deployment.
03
A unified workflow shifted technical orchestration from the installer to the application.
01Context
Two devices. One customer solution.
Driver•i and HubX worked together in the customer solution. Driver•i provided the core fleet-safety ecosystem; HubX was a separate MDVR system built by an external vendor.
↔
HubX
External-vendor MDVR system
The integration enabled HubX video to be accessed through the Driver•i ecosystem and uploaded to the cloud on demand. My contribution focused on the integration and installation experience—not ownership of the HubX hardware product.
02The installation problem
The installer was managing the architecture.
Both devices used the same installer application, but different communication mechanisms forced installers through repeated connection and disconnection steps while configuring and validating the system.
“The underlying technical architecture was dictating the user experience. I believed it should be the other way around.”
01
Long installation times
02
Fragmented workflows
03
Installer complexity
04
More error opportunities
05
Fleet-scale inefficiency
My role
I treated the challenge as an end-to-end product and system-design problem—not simply an installer-app UI problem.
I worked across field teams, installer research, Customer Success, customers and engineering; mapped the complete workflow; identified required installation information; defined the redesigned experience; and drove the product architecture for a unified journey.
03Discovery
Start where the work actually happens.
The redesign began by understanding the real installation journey, the operational failures around it, and the technical constraints underneath it.
Installers
Where was time being lost?
Field teams
What failed during deployment?
Customer Success
What generated support and escalation?
Customers
What affected rollout speed?
Engineering
What technical constraints existed between the devices?
Field research
Workflow mapping
System constraints
Product requirements
Redesigned experience
04Before → After
Move orchestration out of the installer’s workflow.
The technical complexity still existed. The installer no longer had to manage it.
Before
Architecture-led journey
- 01Installer
- 02Connect Driver•i
- 03Configure / Validate
- 04Disconnect
- 05Connect HubX
- 06Configure / Validate
- 07Disconnect
- 08Reconnect Driver•i
- 09Continue / Verify
- 10Error recovery / retries where required
The installer was managing the architecture.
→
After
Workflow-led journey
- 01Installer
- 02Unified installation journey
- 03Guided configuration
- 04Driver•i + HubX interactions orchestrated underneath
- 05Data capture & validation
- 06Device verification
- 07Installation complete
The application managed the architecture.
“The technical complexity still existed. The installer no longer had to manage it.”
05Product decision
Redesign the journey—not just the screens.
A screen-level UX refresh would not solve a workflow created by the underlying system. The product decision was to organize the experience around installer intent rather than device architecture.
01
Driver•i and HubX
02
Device communication
03
Installer application
04
Data capture and validation
05
Backend and cloud interactions
06
Field operations
06Systems thinking
The installation experience was a product system.
Reliable installation emerged from the interaction of devices, software, data and operations—not from any one interface in isolation.
01
Device architecture
02
Application UX
03
Field workflow
04
Data validation
05
Operations
System outcome
Installation experience
07Impact
Operational complexity became deployment speed.
>57%
Reduction in overall installation time
01
Fewer device connection transitions
02
Simpler installer workflow
03
Fewer opportunities for installation errors
04
Faster fleet deployment
05
More scalable installation process
08Lessons
Design complexity out of the workflow.
Architecture eventually becomes user experience.
Field research exposes problems that dashboards cannot.
Operational workflows are part of the product.
“The best solution was not to teach installers how to manage the complexity. It was to design the complexity out of their workflow.”