Operational Research on In-Cab Fleet Systems

Werner Enterprises  • Wesley Belknap  • May 2021 - June 2021

OVERVIEW

For this operational research, I conducted UX analysis within an enterprise product environment at Werner Enterprises. I focused on in-cab touchscreen tools used by commercial truck drivers. This work supported a broader transition from legacy systems to modern, integrated digital workflows. I collaborated with product managers and cross-functional stakeholders to evaluate user workflows and identify opportunities to improve efficiency and usability.

Seed

During my internship, I worked with a senior product manager and was introduced to multiple product owners across the Werner Edge platform. Early exposure to these systems revealed complex, multi-step workflows, particularly as users adapted from legacy tools to newer digital systems.  This highlighted opportunities to better align product functionality with user needs and support a smoother transition between systems.

Goal

Analyze user workflows and system interactions to identify usability and adoption challenges during the transition from legacy to modern systems, using heuristic evaluation and stakeholder research to develop actionable recommendations.

Outcome

Analyzed workflows and user interactions to identify usability challenges and operational inefficiancies, contributing insights that informed product discussions and implementation planning across stakeholder teams.

Methods

I applied a structured evaluation approach, combining heuristic analysis, workflow evaluation, and stakeholder research to assess usability and workflow efficiency within a complex enterprise environment. Due to the proprietary nature of the products, this section focuses on my methods and analytical process rather than specific product details.

Heuristic Evaluation

Assessed in-cab interfaces using established UX principles to identify usability and workflow efficiency gaps.

Workflow Analysis

Evaluated multi-step user flows related to route logistics and task completion to identify friction points.

Stakeholder Interviews (Product Owners, Engineers, and UX/UI Designers across multiple teams)

Engaged with a senior product manager, multiple product owners, developers, and UX/UI designers to understand system constraints, priorities, and user needs through the Agile Process.

Key Insights

These insights were derived from heuristic evaluation and workflow analysis of enterprise fleet systems, including in-cab tools used by commercial drivers.

Workflow inefficiencies compounded across the full user journeys

Small usability issues at individual steps accumulated across multi-step workflows, resulting in significant friction over time and reducing overall system efficiency.

Information hierarchy did not consistently support task prioritization

Critical actions were not always surfaced clearly, requiring users to navigate across screens to complete key tasks. This disrupted workflow continuity and reduced efficiency.

Inconsistent interaction patterns reduced usability across features

Variations in navigation, labeling, and interaction design across products built by different teams made it difficult for users to develop reliable mental models.

Multi-step workflows created cognitive overload in time-sensitive environments

Complex workflows related to route logistics introduced unnecessary cognitive load in high-risk, time-sensitive contexts for end users (commercial drivers).

Accessibility inconsistencies impacted usability across the interfaces

Inconsistent iconography, sizing, and color usage across touchscreen interfaces created potential navigation challenges and reduced clarity for users.

Implications

Streamline multi-step workflows to reduce cognitive load

Simplify task flows, especially for route-related actions, to minimize unnecessary steps in time-sensitive environments.

Align system design with existing user mental models during transition

Incorporate familiar interaction patterns and terminology to support users adapting from legacy systems.

Improve information hierarchy to prioritize critical actions

Surface high-frequency and time-sensitive actions at the primary interaction level to reduce navigation friction.

Standardize interaction patterns across products and teams

Establish consistent navigation, labeling, and interaction conventions to improve usability and reduce learning curve.

Enhance accessibility and visual clarity across interfaces

Standardize iconography, sizing, and color usage to improve recognition and reduce ambiguity in touchscreen environments.

Outcomes

Through heuristic evaluation and workflow analysis, I identified key usability challenges and workflow inefficiencies within in-cab systems. These insights were shared with product stakeholders and contributed to ongoing product discussions and implementation planning.

These insights contributed to stakeholder alignment around employee training and its associated technology usability challenges and supported ongoing product discussions. This experience reinforced my understanding of how people adapt to organizational change and how systems, workflows, and communication can either support or hinder that transition.

Following my internship, updated in-cab tablet systems were introduced as part of the company’s transition to modern digital tools, reflecting the broader direction of product improvements.

Public announcement of updated in-cab tablet systems following modernization efforts

Reflection

This experience reinforced my understanding of how people adapt to organizational change and how systems, workflows, and communication can either support or hinder that transition. Evaluating in-cab tools used by commercial drivers reinforced how critical clarity, efficiency, and consistency are in time-sensitive, high-stakes contexts.

Observing the transition from legacy systems highlighted how strongly existing mental models shape behavior, and how even small misalignments can introduce friction. Working within a proprietary environment challenged me to communicate insights without relying on visuals, emphasizing the importance of clear, actionable synthesis. This experience strengthened my ability to translate complex findings into meaningful contributions within cross-functional product teams.

THANK YOU!

Thanks for taking the time to review this case study on organizational research, workflow analysis, and how people adapt to changing enterprise systems. Feel free to reach out via my contact page or LinkedIn!

Best,
Wesley

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