About 21North | Europ Assistance
21North | Europ Assistance is empowering OEM authorized automobile dealers with technology-driven solutions to deliver superior customer experience. One of the major stakeholders in the business is our drivers (called as ambassadors).
They essentially act as runners for executing vehicle pick up and drop services for the OEM customers. We help them execute the tasks using our solutions.
Manual Onboarding of Drivers
Earlier, drivers were on-boarded manually and all information about the drivers such as an address, driving license details, government ID details, and so on were recorded using pen and paper and then entered in excel sheets. This method was not only time consuming but was also an organizational nightmare because of the number of files that had to be managed.
High Driver Attrition
There was a high attrition of drivers. There was no way to understand why drivers were leaving the organization. High attrition among drivers was observed not just in Bangalore but across India. Some drivers did not qualify to join while some would leave the organization after getting approval. The organization was incurring high costs and losing precious productive hours in training and grooming them.
Existing Onboarding Process Of The Drivers
1. Earlier, ambassador information stored in excel sheets was later exported to an internal tool. It was not a very user-friendly process as data entry operators had to toggle between multiple windows to enter information.
2. A lot of times, during the onboarding process, information was lost in verbal dialogue as it was not correctly documented.
3. A chronological way to collect information collection was needed. Specific information had to be recorded specific to each stage of the onboarding process, for easier tracking of the ambassador's onboarding process. Recording data is also important as ambassadors who do not qualify the test later come back to re-apply. It would be easier for the recruiters to track where they were eliminated and to understand if they have improved from the last time.
4. Not all ambassadors are proficient in language and writing. Thus the critical information had to be filled by recruiters as opposed to the ambassadors, taking a considerable amount of time.
Plan Of Action
The first step was to segregate the data based on the onboarding stages. We segregated the data into four major categories.
Data points such as past criminal records, family history, area of inhabitation, and so on are crucial data points, which we thought was necessary to profile the drivers in various categories. This would help us find the problematic category so that hiring can be stopped earlier.
This data is also very crucial for the company so that we can maintain a repository of all the walk-in ambassadors in case the ambassadors re-apply and also for identification purpose.
We segregated all the data and the engineering team was looped in to understand the data structure from the technological perspective. We used Google Sheets to communicate the structure, and later columns were added for the engineering team to document the functionality aspect of the data. To segregate and group the data, card sorting was used extensively. The data structure can be found in the google sheet below :
After completing the data segregation process, it was clear that we needed three specific interfaces to simplify the process.
Task Flows & User Journey
Wireframing and Challenges | Phase 1
- Since we wanted to study and find the reasons for high driver attrition, a large amount of data had to be recorded. The amount of data after segregation and grouping was enormous which had to be put into a proper flow for it to be evaluated.
- Even after segregation of data, there was a huge volume of data that had to be entered. It was still cumbersome and challenging filling up so many fields. Also, from the UX perspective, it was important for us to make those forms interesting so that that the user does not feel tired while filling them up.
After the wireframing stage, we had a peer review session where we re-evaluated our expectations. We also had an intense discussion with our technical team on the functionality aspect and the excel documentation was updated accordingly.
The team’s main motive at this point was to roll it out as soon as possible to stop manual work and start getting data for evaluation. This was looking like a good point for the team to kick start the project at the next level.
Hi-Fidelity Mocks | Phase 2
Candidate Registration Interface
We wanted the forms to be more interesting and interactive. So, we introduced a progressing tabs bar. As and when the user fills up the forms, the progress would be displayed on the tab. This would not just reduce the user fatigue but will also give them an idea about the end goal completion.
To maintain the backward functionality, we converted each tab into a button so that the user could go back if they wanted to review the past information.
Final confirmation screen before submitting details.
Trainer’s Interface for Evaluation
Log In Page. There is no provision for sign up as the engineering team will create individual IDs that would be given to the trainers to log into the system.
Landing page after logging in. This is the page where the trainers can see all ambassadors after initial onboarding. Based on the trainer's feedback after training exercises, ambassadors are divided into three categories.
Distinct icons have been used so that users can easily identify the actions. For better clarity, the explanation for each icon appears while hovering over the icons.
There are eight broad categories on which the trainers evaluate a candidate. It is a touch-enabled panel. Ideally, the expected behavior of any trainer is to mark the candidate when he is doing his job at the training center so that the data collected is accurate.
Various parameters of evaluation are listed below.
Creation of credential details.
Until now, recruiters would approach the technical team to create a training ID separately for each ambassador. This process involved contacting the support team and then the support team contacting the development team. This was a cumbersome process.
Now, credentials are created automatically as soon the trainer is done evaluating the ambassador. It can then further be shared directly with the ambassador via text message directly from the system using API calls.
Interface for recruiters to enter and view driver hiring data
Using this interface, recruiters can view and enter data for drivers who are in various stages of the hiring process.
The default screen, once a recruiter logs on to the system is the analytics dashboard. This dashboard displays data related to driver dropouts, reasons for from dropouts, the agencies contracted the drivers, and a host of other data.
We have provided multiple tabs — each tab corresponding to a specific stage in the driver hiring process, starting from the very beginning.
- The Walk-in Details tab allows recruiters to see the walk-in details of a driver.
- The Drivers Training tab allows recruiters to view the training details of the drivers currently undergoing training.
- The Training Completion Details tab allows recruiters to view the list of drivers who have completed training. Furthermore, to complete the hiring process, the recruiters capture all other drivers data in detail. Earlier, drivers (their persona/background being low-income, low education) used to enter their details, which resulted in inaccurate data and thus low-quality data. Now, recruiters enter driver data along with the drivers realtime, which can not only be reviewed by drivers instantly, but also results in high-quality data collection.
- The Rejected Candidates details tab allows recruiters to view the list of rejected candidates and whether they are eligible for rehire and time the time frame of the rehiring process.
This interface thus provides recruiters a bird’s eye view of the entire recruitment process. Apart from this, the dashboard provides vital details to the service delivery heads to analyze the driver demand-supply data.
Future scope of the product
For analyzing data, a large volume of data is required. Currently, data is being migrated from excel sheets to the database. Once, migration is complete and enough data is available, the dashboard can provide a variety of information such as driver behavior data, whether not a driver can be hired — thereby saving costs on the hiring process, the effectiveness of recruitment agencies, and so on.
Currently, this product is on beta testing.
My teammate Shilpa Raj helped me create the visual designs for this application.
Thanks very much for reading! :)