A sampling of drivers interviewed
Sample Insight: Drivers and internet useage
Sample Insight: Changes in driving industry
Paccar, makers of Peterbuilt and Kenworth trucks, needed insight into how to serve drivers better and find new areas of opportunity for product and service innovation.
We identified several large truck stops across the country and in Europe and composed an in-field interview plan along with goals for the project. We interviewed a total of 48 drivers for about one hour each. Together they represented 17 states and five different countries.
After each interview we compiled a respondent deck outlining the interviewees responses, body language and general attitude across several topics important to the client. Once we reached a critical mass of data we began comparing and looking for patterns across various respondent types and demographics.
Next we identified product and service opportunities that would engender drivers to the Paccar brand and provide much needed support to an under appreciated and overworked customer base.
The complete set of insights and opportunities were delivered to the Paccar team as a report.
One anthropologist (lead) & myself as UX designer / researcher
In-field interviewing and direct observation (multiple locations and states)
Analysis of field data
Generating findings and product opportunities based on research
Assisting in the creation of client / stakeholder presentations and final report
Breaking free from the traditional news and entertainment portal
Creating the worlds first "Social Data Network"
Creating the killer feature set to differentiate from the competition and gain market share
Early explorations into Microsoft mobile
Helping a 100 year old insurance company use the internet to support its employees
How to serve truck drivers better and find new areas of opportunity for product and service innovation
Re-envisioning digital advertising
New product definition
Simplifying the legal discovery process
Rethinking how employees and customers wade through the rules and regulations of the USPS
Brand, interface and product direction
Soup-to-nuts web and mobile application product definition and design