Cyrus Henderson - Title Manager Project

Locate and manage vehicle titles

Helping title processors, business analysts and managers efficiently receive, process and ship.

Role

Product Designer

Co-Researcher

Output

Process Map

Process Maps

Contextual Inquiry/Analysis

Hi-Fidelity Prototype

Why Title Manager?

Hertz is shifting to managing titles in-house. With the adoption of the title management process come some new challenges.

Difficulty tracking whether titles are missing or on hand.

Difficulty tracking whether titles are missing or on hand.

Difficulty tracking whether titles are missing or on hand.

Doing repetitive tasks and common data entry due to leveraging a product workflow that isn’t optimal for processing titles. “It works but could be more efficient."

Doing repetitive tasks and common data entry due to leveraging a product workflow that isn’t optimal for processing titles. “It works but could be more efficient."

Doing repetitive tasks and common data entry due to leveraging a product workflow that isn’t optimal for processing titles. “It works but could be more efficient."

Proposed Solutions

Here are the solutions design and research pitched to the product team.

Streamlining the Title Management process by enabling ability to bulk process multiple titles at once.

Streamlining the Title Management process by enabling ability to bulk process multiple titles at once.

Streamlining the Title Management process by enabling ability to bulk process multiple titles at once.

The ability to scan titles after receiving title shipments removing the need to manually enter large datasets.

The ability to scan titles after receiving title shipments removing the need to manually enter large datasets.

The ability to scan titles after receiving title shipments removing the need to manually enter large datasets.

Creating a dedicated page to see list of potentially missing titles.

Creating a dedicated page to see list of potentially missing titles.

Creating a dedicated page to see list of potentially missing titles.

Kick off

I initiated the first step of this project by pairing with research, we spent time creating process maps to understand more about the existing Title Management process from the technical stack to the users point of view. This exercise helped us align the business ask with what systems are in place and how the product is currently mapped.

After creating the initial process map in Miro, we spent time on a call validating with business analysts and product owners to make sure the end-to-end process was mapped accurately.

The next step would be to visit the Hertz headquarters to conduct contextual inquiries and shadow title agents actively using the product in their daily work.

After creating the initial process map in Miro, we spent time on a call validating with business analysts and product owners to make sure the end-to-end process was mapped accurately.

The next step would be to visit the Hertz headquarters to conduct contextual inquiries and shadow title agents actively using the product in their daily work.

After creating the initial process map in Miro, we spent time on a call validating with business analysts and product owners to make sure the end-to-end process was mapped accurately.

The next step would be to visit the Hertz headquarters to conduct contextual inquiries and shadow title agents actively using the product in their daily work.

After our onsite visit research and I put together a list of the teams key pain points to see where the initial business ask aligns with what is happening out in the field.

Key Pain Points

Context switching between multiple screens to collect data necessary for creating pull lists.

Doing repetitive tasks sometimes up to 100 times for one workflow.

Inconsistencies locating missing titles increasing time spent on title research.

No easy way to see history when management is looking for productivity and title life cycle metrics.

Wireframes

Product design, research and management came to a consensus to start with wireframes as a way to quickly explore options and design direction without wasting time and resources. We already had a design system in place from existing Hertz applications that we leveraged to reduce development time. After several design iterations and feedback loops we had the confidence to move towards higher fidelity prototypes with real data.

Component Exploration

These were some of the key components explored that were considered crucial pieces that could make or break the adoption and success of the project.

Pull List History

History of the Pull List can be used by managers, processors and business analysts to gain snapshot insights of what has been done in the Pull List’s life cycle. History is critical for any research needs, including tracking down lost titles. It was important to make sure this component is easy to read and equally informative.

Dynamic Input Fields

In previous states of the Title Management application a lot of data is required between tasks due to previous design decisions to keep required and optional fields and information in a user view on first use. I explored and pitched the idea of making input fields dynamic and newer fields and data are only shown if necessary to move forward in a specific workflow. This helps alleviate decision fatigue and over loading visual capacity with too many options on screen.

Pull List Assignment

This component assists managers with assessing the availability and productivity of title processors. At a glance, they can understand what the current workload is to make decisions on what work should go where. We ended up landing on this version that shows how many pull lists are assigned and how many titles are associated. A progressive disclosure design pattern is used to display more information if necessary for managers to research further.