Redefining Video On Demand for Fleet Safety
“We were blindsided. One of our drivers was in an accident, and we were sued because we couldn’t find the footage to prove it wasn’t his fault. The system failed us, and it almost cost us our reputation.”
— James, Fleet Manager, National Logistics Company
Introduction: In Search of Missing Evidence
In the world of fleet management, every second counts, and every piece of data tells a story. When harsh driving events like sudden braking or swerving occur, cameras mounted inside trucks are supposed to automatically capture and store the video, providing crucial evidence that can protect drivers and companies alike. But what happens when the system fails? When footage that could prove a driver’s innocence is missing, the consequences can be severe: lawsuits, damaged reputations, and a breakdown in trust between companies and their drivers.
This was the challenge myself and my team faced when we took on the 'Video on Demand' project—a mission to empower fleet managers with the ability to easily access any video segment they need, even if it wasn't automatically captured by the system. Over the course of six months, we partnered with fleet managers, drivers, and cross-functional teams to create a solution that would transform how video is managed, accessed, and used in the industry.
The Problem: Crucial Moments Lost in Hours of Footage
The issue was clear: the current system only captured footage when triggered by a harsh driving event, but not all incidents that mattered were caught by these triggers. Drivers and fleet managers were often left in the dark, unable to access footage from a specific time unless it was marked as a 'harsh event.' This lack of flexibility exposed companies to legal risks and left them scrambling to find critical evidence.
To better understand the gravity of the problem, we conducted extensive interviews with fleet managers and drivers. A common theme emerged: the frustration and fear of being caught without the evidence needed to prove innocence in the face of legal claims. James, a fleet manager from a national logistics company, recounted how they were blindsided by a lawsuit because they couldn’t find the footage to clear their driver of fault.
The stakes were high, and the solution had to be airtight. We needed to provide a way for fleet managers to quickly and easily retrieve any video segment within a 24-hour window, regardless of whether it was automatically captured.
The Approach: A Design Process Rooted in Empathy and Discovery
We began by immersing ourselves in the daily lives of our users—fleet managers, drivers, and safety officers. We observed their workflows, conducted in-depth interviews, and shadowed them in their day-to-day operations. Our goal was to uncover the pain points they faced, not just in terms of missing video footage, but in the broader context of fleet safety management.
Key Challenges Identified:
Complexity of Current Systems: Existing dashboards were cluttered, making it difficult to navigate through recorded footage.
Limited Access to Uncaptured Moments: Users could only access videos flagged by the system, leaving them in the dark about other critical moments.
Time-Consuming Retrieval: Finding specific footage within a 24-hour window was like searching for a needle in a haystack, especially when dealing with dozens of vehicles.
Armed with this insight, we started to define what a successful solution would look like. We mapped out user journeys, identifying moments of frustration and opportunities for improvement. It became clear that a seamless, intuitive interface was needed, one that would allow users to search, scrub, and select video segments effortlessly.
When the system operates as expected, when a harsh driving event is detected, the camera starts recording. However, there are instances when the system fails to record the event and the video would not be listed in the users Events list. The only solution to this in place up until that moment would be to get customers to ring a customer service representative and, while on the call, try to pin down a specific moment in the last 24 hours. That could be a matter of 20s in the whole of 24 hours.
Designing the Solution: Focus on Usability and Precision
We began by sketching out initial wireframes and developing prototypes that emphasized simplicity and speed. The design process was iterative, involving continuous feedback from our users. We employed a modular design system to ensure scalability and flexibility, allowing the interface to adapt to different user needs and contexts.
A customer journey for Marv, one of our personas, from the movement he learns about video until he purchases the solution
A 4 step process
We tested and learned from the Sprint week but the prototype we had initially considered was not there yet. From the user tests we ran, we learned that we would have to narrow down further in order to get the idea of ‘video research’ through. We used airline companies and booking websites as a template for that. Their experience is pretty similar to VOD": select destination, time & date and pay.
So in the end we decided that the experience would be divided in 4 steps:
1 - select driver,
2 - select date and time,
3 - select minute,
4 - look into that minute.
An early exploration of what a 4-step process could look like on Desktop
Another early exploration of what a 4-step process could look like on Desktop
Minute-by-Minute Tracking on the Native mobile experience for both iOS & Android
Each vehicle in the fleet is equipped with tracking units that connect to the cameras, generating a "plot" on the map every 30 seconds. For the mobile experience, we chose to display a map with all these plots for a selected time period, allowing users to pick any plot they want to explore further. By tapping on a specific plot, users can zoom in on the exact minute they want to review. The idea is that by pinpointing a location on the map alongside a specific time, users can quickly zero in on the 40-second video clip they need.
I created this super rough interactive concept of what zooming in on a minute of video could look like using Principle. The inspiration behind this and other mobile explorations was Google Maps. We were looking for something very simple and intuitive for our users.
Throughout the project, our approach was rooted in collaboration with a range of cross-functional teams. We partnered closely with engineers to ensure our design was technically feasible. The marketing team was involved from the start to help craft a clear message and build excitement around the new feature, while operations helped us understand the real-world challenges our users faced and to ensure that our design could be smoothly implemented across diverse fleets.
I ran a series of workshop sessions to get the team together throughout a week. We met daily and would discuss feedback and usability feedback from users and iterate on new versions that could be rapidly tested.
Prioritization Was Key
At the outset, the business aimed to cover every possible scenario — even those where the fleet manager had almost no information about the accident: not knowing which driver was involved, when it happened, or where it took place. While this approach would have addressed a wider range of cases, it dramatically expanded the project’s scope and put immense pressure on the design process, making it clear that our initial timeline was at risk.
To keep the project on track, I proposed breaking down this broad objective into smaller, more manageable pieces. By doing so, we were able to identify the most critical needs and define a clear MVP that would deliver value quickly while still leaving room for future enhancements. This focused approach allowed us to maintain momentum, stay within our deadlines, and ensure we were meeting our users' most pressing needs first.
Onboarding & Help Center: Ensuring a Smooth Start
We knew it was crucial for users to quickly understand and adopt the new 'Video on Demand' feature, so I worked closely with the Content team to create an effective onboarding experience. We developed in-app walkthroughs to guide users step-by-step, added tooltips to highlight key actions, and created a detailed "how-to" guide with screenshots and videos in the Help Center. We also introduced a live chat option for users needing extra assistance. By providing multiple learning options, we ensured users felt confident navigating the new system from day one, leading to faster adoption and fewer support requests.
Design Handoff and Engineering Collaboration: Bringing 'Video on Demand' to Life
To ensure a smooth transition, we created detailed design documentation that included annotated wireframes, high-fidelity prototypes, and a design system with clear specifications for every element. I worked closely with the engineering team to walk them through these materials, clarifying design intent and answering questions to prevent any misunderstandings.
During the development process, we hosted a series of "bug bash" sessions. These sessions were invaluable in catching both major and minor bugs before the release, ensuring that the final product was as polished as possible. It was also an opportunity to discuss any discrepancies between the design and the implementation, allowing us to make quick adjustments.
One of the biggest challenges we faced was the complexity of micro-interactions in the native mobile app. Features like the timeline scrubber, hover-over previews, and dynamic map plots required precise, responsive animations that felt smooth and intuitive to users. We worked closely with engineers to fine-tune these micro-interactions, optimizing performance and responsiveness without sacrificing visual quality. For example, ensuring that the map's plots loaded seamlessly as users zoomed in and out involved optimizing animations for different devices and screen sizes.
Part of a micro interactions map I created for each screen of the native mobile experiences (both iOS and Android)
The final Desktop & Native Mobile experiences
Start your search
Users must select what vehicle they want to look into. We use a progressive disclosure of fields so that users know the correct order they’re supposed to enter information. They will be able to move on to the next step once all information is correctly filled in and the system is sure there’s activity for that vehicle at that date & time.
Locate the event
On step 2 they will select the minute they want to investigate further. With the map and the plots they’ll be able to identify exactly the minute they’re after.
Choose 40s of video
Finally on step 3 they will look into the exact second they want to request a video for. By playing the 4 snapshots they can preview and decide whether this is the fragment they’re after. When done, they press ‘Get Video’ and the video will be added to their Events list once it is downloaded from the camera.
"I really appreciate the new 'Video on Demand' feature; it’s been a game-changer for quickly finding the footage we need. But having to keep the camera on all the time to retrieve the videos is a bit frustrating. It would be great if we had more flexibility in accessing recordings without always needing the camera active."
— Samantha, Fleet Manager
Results: A New Standard for Video Access and Retrieval
After six months of design, development, and rigorous testing, the 'Video on Demand' feature was rolled out across our customer base. The impact was immediate and significant.
Metrics and Impact:
Reduction in Video Retrieval Time by 70%: Fleet managers were able to find specific footage within minutes, instead of hours.
40% Decrease in Legal Claims: Customers reported a notable decrease in legal claims due to the increased ability to provide video evidence quickly.
Increase in Customer Satisfaction Scores by 30%: Post-launch surveys indicated a marked increase in satisfaction with the video management system.
Adoption Rate of 85% Among Users: Within the first three months, 85% of fleet managers had adopted the new feature, and the usage rate continued to climb.
Our 'Video on Demand' feature set a new standard in the industry, providing fleet managers with peace of mind, and significantly reducing the risk of unsubstantiated legal claims. But beyond the metrics, it was the stories from our users that proved the value of our work: drivers cleared of wrongdoing, fleet managers empowered to protect their teams, and a stronger sense of security across the board.