simonthesun | First Mode

Overview

Context

First Mode is a grant-funded green tech startup aiming to decarbonize heavy industry. The company was transitioning from an engineering consultancy to a product development organization and launching their Path to Zero line of mining vehicles, including a hybrid-electric haul truck.

Problem

The hybrid-electric vehicle (HEV) required a change in how to operate it in order to hit emissions reduction goals. Merely providing the HEV as a standalone product would not fulfill customers’ needs.

Goal

Create a system of behavior change mechanisms to teach and maintain new driving patterns to truck operators transitioning to use of the HEV.

Timeline

Nov 2023 - Jan 2024
(6 weeks)

Role

UX Design
UX Research Support

Team

2 Researchers
1 Designer

Deliverables

Product Definition
Early Prototype Concepts

Solution

Operator Dashboard

The operator report dashboard provides contextual feedback to prompt actionable changes and offers corrective measures. Relevant KPIs are displayed to track progress.

A couple journey maps with training concept descriptions inserted into the timelines

A haul truck driving on a mine road. A mockup of a red road sign is illustrated beside the road. A close-up of the sign is superimposed on top of the photo: a red triangle with the word "SLOW" an an icon of a foot pressing on a brake pedal in white.

Solution

Holistic Training Concepts

Various training methodologies and intervals are to be integrated into the operator experience. Using service design, we concepted on a high level what such a training program would encompass, as well as additional artifacts that would be needed, such as on-site signage.

Process diagram showing "audit data learning," "analyze," "hypothesize logic/rules," "design," "feedback," then back around again

Research

First Mode did not have a culture of UX, relying largely on engineers’ judgment. Along with our researchers, I implemented a hypothesize-and-test iteration process to compensate for a lack of existing institutional knowledge while still delivering and making changes rapidly. This allowed for artifacts to be presented to stakeholders in a more participatory manner rather than just for validation, as well as enabled research to run concurrently to design.

Our research was driven by two questions:

What is the baseline mine experience for an operator?
What factors of operation affect emissions?

Methods

Literature Review
Individual Interviews
Contextual Inquiries
User Journeys

Stakeholder Groups

Truck Operators
Mine Managers
Mine Owners
Internal Engineer SMEs

Tools

Miro
Confluence

Insight

Operator Persona

Operators work on a shift schedule with cadences on a weekly, daily, and minute-by-minute (real-time) scale.

Diagram titled "potential retarder grid inefficiencies." A grid shows the operational behaviors, speed control, waiting/dispatch communication, and mine conditions along the rows and columns labeled downhill, bottom of pit, uphill, "what can we design without driver knowing," and "what can we design to alter driver behavior."

Insight

Regenerative Braking Priority

Regenerative brake usage was the biggest operational contributor to fuel savings.

Other factors included dispatch route, mine conditions, and driving speed.

Photo of a physical whiteboard titled "IRL aka The Play"

Design - Product Definition

Defining solutions to change driver behavior was a challenge, as designing just an interface was not sufficient. Our team developed an extended scenario statement we called “the play,” in which we mapped out the characters, settings, and stage actions of what a behavioral change program looks like, and let the story take us to its natural inclinations.

Chart titled "how might we change driver behavior of retarder pedal usage during daily usage?" The chart is divided into during shift, daily, and between weeks

Finding Opportunity

The Digital Products leadership team originally asked for just an operator dashboard. Our research and analysis showed that a more holistic approach was needed.

Using our understanding of the operator journey, "the play" broke down the timeline into 3 distinct opportunities to introduce interventions: real-time, daily, and weekly. For each time frame, we matched what kind of learning would be most appropriate.

Real-time

Reminders and reinforcements
Solution: on-site signs and in-cabin cues

Daily

Reactive feedback
Solution: dashboard to track performance

Weekly

Proactive training and active learning
Solution: integrated training program

What Data Matters?

When it came to designing the dashboard, the key decision was regarding what data to show.

Prototype layout of the dashboard, showing more technical graphs and data

Overload

My first iteration meant as a proof-of-concept to show stakeholders fell apart in analysis when compared to our persona. The data was well-presented, but much of it irrelevant and cluttered the important metrics.

Low fidelity digital sketch of the dashboard

Keep it simple

We moved forward with a simplified question: "what does a driver need to know to correct their behavior?"

Almost there...

The wireframes contained what we determined to be the essentials: savings, brake usage, speed, and location of errors. However, we still had a lot of data on screen.

Final insights

The final dashboard concept incorporated our key insight: that brake usage was king. Reallocating screen real estate to showing the behavioral aspects of just that one action proved the most helpful after speaking with operators, as well as showing progress over time.

Everything Else Around the Dashboard

Using "the play" and our user journey, we built service blueprints for what a potential training program would consist of and how those elements would fit into an operator's schedule on a daily or weekly basis.

These training concepts, as well as concepts for on-site signage, were presented as a packaged service to the Digital Products team.

A man stands with his back towards the camera wearing a hard hat and a safety vest. A haul truck drives towards the direction of the camera.

Impact

When First Mode did its first demo of the HEV showing up to 25% emissions reduction, operators at the Proving Grounds drove according to "optimal behavior." This project laid foundations for scaling that number beyond the testing site.

This project was able to course-correct product direction of the Digital Products team, saving time and money. Findings and artifacts were used in customer engagements, securing partnerships for HEV delivery, including a strategic alliance with Mitsui & Co.

Key Learnings

With much of my design work having been in classroom settings or in collaboration with larger organizations, the fast-paced startup atmosphere let the rubber meet the road, challenging my preconceived design strategies.

Learning 1

Stay Scrappy

When existing research and resources are tight, use what you can to glean insights. Use opportunities to speak with SMEs close by, and piece designs quickly with what knowledge you have. Build then test.

Learning 2

Holistic Thinking

Learning to design beyond pixels and the screen— user experience encompasses the entire user journey.

Learning 3

Transforming a Culture

Introducing UX and product development processes to an org that previously did not place emphasis on these non-technical aspects is a slow but necessary step in company maturity.