Checklist missed
Participants noticed cards and balance information, but did not find the checklist on their own.
← All workMaking the first
03 / Fleet payments onboarding
Making the first
steps clearer.
Evaluating how fleet managers discover help, interpret instructions and complete first-time setup.
Five sessions exposed a discoverability gap.
5Fleet managers
60 minPer session
5 hrsScheduled session time
Checklist discovery before prompting
0Participant count5
0 / 5
Found the checklist on their own.
Participants valued the guidance once introduced. The priority was to make it visible at the point of need.
Source: onboarding usability report, five moderated sessions. Five hours is calculated from five scheduled 60-minute sessions. This small study does not estimate population-wide behaviour.
01 / StudyUseful guidance must
Useful guidance must
first be discovered.
Five experienced fleet managers took part in 60-minute, face-to-face prototype sessions.
Guidance valued
Participants understood the checklist and wanted it available for future use and staff handovers.
Key insight
Availability is not discoverability.
Place help where users expect it and keep it accessible after first-time onboarding.
02 / JourneyThe sequence conflicted
The sequence conflicted
with existing expectations.
Fleet managers brought habits from physical-card workflows to a new digital service.
- 01Top up
Fund the account first.
- 02Create card
Set up the card afterwards.
- 01Create card
Establish the card.
- 02Set restrictions
Configure its intended use.
- 03Top up
Add funds.
The proposed ordering required further usability testing. It is not presented as a shipped or validated replacement.
03 / RecommendationsClarify the action,
Clarify the action,
the state and the meaning.
My research contribution focused on evaluating the prototype and translating observed behaviour into recommendations.
What we observedDesign response
Completed steps looked unfinished
Users thought they needed to create another account.
Recommendation
Make completion unmistakable
Differentiate finished steps from actions still required.
Images looked interactive
Users tried clicking controls inside guidance images.
Recommendation
Distinguish guidance from controls
Show where the real action begins.
Wallet linking went unnoticed
Verification felt familiar; the linked wallet later caused confusion.
Recommendation
Explain the service connection
Clarify what is being linked before reaching payment.
Fields left room for assumptions
Users were unsure whose phone number to provide.
Recommendation
Use role-specific labels
Specify driver details and identify optional fields.
04 / OutcomeA clearer path to
A clearer path to
independent onboarding.
The study connected support-team observations with real first-use behaviour.
Focused changes to test
Improve checklist placement, preserve access to help, clarify labels and re-evaluate the task sequence.
No measured activation uplift
The study identifies usability issues. It does not quantify increased top-ups, card creation or reduced support demand.
Edited project screenshots accompany generalised diagrams of the research and design reasoning. Visuals do not imply measured production outcomes. Work was delivered collaboratively.
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