Location Center Service Area
A simplified way to improve Carvana's service coverage and location scheduling efforts.
My Role
Product Designer
Company
Carvana
Timeline
3 Months (Q3+Q4 2022)
My Contribution
I was contributing to the Service Area project by leading the design. The product team and I went through several redesigns to shape the product to its best. I was responsible for interviewing the stakeholders, designing experiences, documenting, and working closely with my PMs and eng to build this experience.
Problem Space
Location Center is a tool for Carvana's market operations teams to look up and edit hub locations and details. However, the current service coverage scheduling experience is done over several external tools, which have features that are not necessarily relevant. This caused inefficiency to the expansion team as they often have to jump over various tools to get a single task done.
Outcome
The product team and I brought in applicable features from existing tools and integrated them into Location Center as a source of truth, and to keep service coverage editing and data visualization all in one place. This will enhance the overall scheduling experience for the expansion team.
Current Experience
Currently, the expansion team uses Scheduling UI* and Tableau* to edit Carvana's service coverage, oftentimes they also need to look at location lists and hub reports from Google Sheets. Shown here are how the map, location servicing list, zip code editing are presented, each tool only serves part of the users' needs and the overall experience is fragmented.
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Tableau: A data visualization tool used for data analysis and business intelligence.
Scheduling UI: A scheduling tool for zip code editing.
Goals
HELP USERS
Enhance experience for our internal teams and market hubs for service expansion and location scheduling efforts.
HELP CARVANA
Increase efficiency and automate the scheduling process for market operations team to save time and cost.
Design Kickoff
Based on basic understanding of the existing tools and the essential features we needed, I then drafted up some quick UIs to start off as talking points in order to sync with the team on the design direction.
Routing zip list
Data visualization with zip codes
Zip details list
Research
To dive deeper, my PM and I conducted several Zoom user interviews to observe how the expansion team members currently get their tasks done. We asked them to show us how they would go about performing their most important tasks, such as editing zip codes, looking up zip details and meet up points, etc. We also learnt about the problems, and what we needed the new product to do to help make their day-to-day work easier.
Map
This page is the default state of Service Area map, Location selections is amongst the first places the expansion team members go to when using the existing Tableau tool, it allows users to select Carvana hubs and view service coverage. The pins also allows them to glance all the hubs and meetup points, with quick Add button on tooltip as easy select when navigating through map.
Service Coverage
One of expansion team's day-to-day tasks involves editing existing Carvana Market Operations’ service coverage by zip code to respond to capacity or staffing changes. To do this, they begin with selecting multiple locations to see coverage for a metropolitan area, view coverage overlaps, and facilitate analysis of how changes in individual location zip code coverage will affect service in a given area. Users currently have to navigate away to look up nearby hubs, with View Nearby Locations, they can view these info on the same screen and Add location to view instantly. The radius toggle helps users to check if a zip is within selected Delivery and Sell-To-Carvana (STC) radius. We added parking capacity, sales data, meet-up point info to tooltip to aid their decision making.
Zip Details + Filter
The zip details page provides Service Area details at the zip code level, it allows users to search for a zip code and be presented with all enabled service areas and locations for that zip. In order for the users to have granular control over how a Carvana hub or Vending Machine (VM) services a particular zip, we added filters to help them associate combinations of resource types, activity types, and attributes, which broadly fit into Delivery and STC buckets.
Zip Editing
We combined the essential features of Tableau and Scheduling UI into one tool where the team can not only view data visualization, but conveniently edit within.
Manual zip edit allows users to add or remove zip codes, oftentimes requested by market operations team. When users are editing zip code coverage in the service area details map, they can Select one or more zips by point and click, or use Draw as lasso tool to select multiple zips.
Meetups
Meetup points allow advocates to service customers outside of the set service area. Initially we created a new tab for the meetup edits, but after some thoughtful revisions with the product team, we decided to merge this feature onto existing Location Finder tab, as it reduces workload for the back-end and improves Location Center flow as a whole. This allows users to go into a location detail to create or modify meetups.
Retrospective
Less is More
Rethink and examine new features, consolidate it into existing functions can provide better usability and save development time.
Perfection is Unsustainable
It's okay to move forward when product needs are met, design is never ending iterations.