Tier, Ranger Infographics
Infographics designed to enhance clarity and build trust during the repair process.
Jun 1, 2022
Company
Tier Mobility
Company
Tier Mobility
Role
Mid Product Designer
Role
Mid Product Designer
Service
Research, UI Design
Service
Research, UI Design
Duration
2 weeks
Duration
2 weeks
Business Context
Business Context
At Tier, to keep the fleet running smoothly, the operations team is divided into Mechanics and Rangers. Mechanics work in the warehouse on scheduled shifts, handling major repairs and overall fleet health. Meanwhile, Rangers work out in the city 24/7 to keep scooters available – doing quick on-site fixes, swapping batteries, and collecting scooters for depot repair . Rangers may drive vans for scooter collection or work on foot for smaller tasks, covering both day and night shifts so that any scooter issue can be addressed promptly.
Rangers rely on a dedicated Ranger App (Android) as their daily toolkit. This internal app lets them report damages, mark scooters as collected or repaired, and log battery swaps – essentially tracking every task they perform in the field . The app not only streamlines Rangers’ workflows, but also feeds data back to Tier’s central systems. Managers use this data (via an analytics tool called Looker) to monitor fleet performance and make operational decisions. In short, the Ranger App is mission-critical for day-to-day operations and the source of truth for what Rangers are doing on the ground.
At Tier, to keep the fleet running smoothly, the operations team is divided into Mechanics and Rangers. Mechanics work in the warehouse on scheduled shifts, handling major repairs and overall fleet health. Meanwhile, Rangers work out in the city 24/7 to keep scooters available – doing quick on-site fixes, swapping batteries, and collecting scooters for depot repair . Rangers may drive vans for scooter collection or work on foot for smaller tasks, covering both day and night shifts so that any scooter issue can be addressed promptly.
Rangers rely on a dedicated Ranger App (Android) as their daily toolkit. This internal app lets them report damages, mark scooters as collected or repaired, and log battery swaps – essentially tracking every task they perform in the field . The app not only streamlines Rangers’ workflows, but also feeds data back to Tier’s central systems. Managers use this data (via an analytics tool called Looker) to monitor fleet performance and make operational decisions. In short, the Ranger App is mission-critical for day-to-day operations and the source of truth for what Rangers are doing on the ground.
Problem
Problem
In 2023, I uncovered a mismatch between the task counts shown in the Ranger App and the official data in Looker, our analytics dashboard. The app displayed raw task numbers, while our internal data tracking tool applied business rules. For instance, if a Ranger replaced a scooter’s battery three times but only one attempt succeeded, the app showed “3 completed tasks,” while Looker (data tool) correctly recorded one success and two failures.
This inconsistency caused major problems:
• Lost efficiency: Rangers thought tasks were resolved when they weren’t, leading to wasted trips and unresolved issues.
• Overpayment risk: Contractors could invoice for failed tasks, creating potential financial losses.
• Eroded trust: Rangers saw fewer valid tasks reflected in payroll than in their app, sparking disputes and damaging confidence in the system.
In 2023, I uncovered a mismatch between the task counts shown in the Ranger App and the official data in Looker, our analytics dashboard. The app displayed raw task numbers, while our internal data tracking tool applied business rules. For instance, if a Ranger replaced a scooter’s battery three times but only one attempt succeeded, the app showed “3 completed tasks,” while Looker (data tool) correctly recorded one success and two failures.
This inconsistency caused major problems:
• Lost efficiency: Rangers thought tasks were resolved when they weren’t, leading to wasted trips and unresolved issues.
• Overpayment risk: Contractors could invoice for failed tasks, creating potential financial losses.
• Eroded trust: Rangers saw fewer valid tasks reflected in payroll than in their app, sparking disputes and damaging confidence in the system.
Impact
Impact
The data gap directly affected both morale and workflow. Because Rangers were paid per task, the lack of visibility into which tasks were truly successful versus just marked “done” created confusion, frustration, and distrust. In some cities, managers tried to compensate by printing Looker stats on “Ranger of the Week” boards to celebrate genuine performance, a creative but unsustainable fix that underscored the need for transparency.
To investigate, I interviewed Rangers and supervisors and identified two main user types: Swappers (on-foot battery replacements) and Collectors (van-based fleet redistribution). Both felt the app misrepresented their work and pay.
Rangers wanted in-app visibility into:
• shift duration
• total and successful tasks
• number of shifts
• tasks needing improvement
Key takeaway: when pay depends on performance, accuracy and feedback aren’t optional, they’re essential. Providing these metrics in-app could rebuild trust, boost motivation, and eliminate the manual fixes teams had resorted to.
The data gap directly affected both morale and workflow. Because Rangers were paid per task, the lack of visibility into which tasks were truly successful versus just marked “done” created confusion, frustration, and distrust. In some cities, managers tried to compensate by printing Looker stats on “Ranger of the Week” boards to celebrate genuine performance, a creative but unsustainable fix that underscored the need for transparency.
To investigate, I interviewed Rangers and supervisors and identified two main user types: Swappers (on-foot battery replacements) and Collectors (van-based fleet redistribution). Both felt the app misrepresented their work and pay.
Rangers wanted in-app visibility into:
• shift duration
• total and successful tasks
• number of shifts
• tasks needing improvement
Key takeaway: when pay depends on performance, accuracy and feedback aren’t optional, they’re essential. Providing these metrics in-app could rebuild trust, boost motivation, and eliminate the manual fixes teams had resorted to.
Approach & Rationale
Approach & Rationale
My approach was to design a new Performance Dashboard within the Ranger App, consolidating all key metrics in one place. Instead of raw task counts, Rangers would see a clear picture of what they did, how well they did it, and what counted, aligned with the company’s source-of-truth data in Looker.
Core features included:
• A shift summary (hours worked, total tasks completed).
• A detailed task list showing compliant vs. non-compliant outcomes.
• Counts of reports submitted and other key actions.
• A view of serviced zones for context.
• Totals for “Done” vs. “Compliant” tasks by type (e.g., Battery swaps: 10 done / 8 compliant).
Rationale:
The design tackled the root issues of transparency, accuracy, and trust.
• Transparency: Mirroring Looker logic in-app ensured Rangers instantly saw which tasks counted as successful.
• Accuracy: Flagging non-compliant tasks in real time prevented premature “completions” and improved first-time fix rates.
• Alignment: Standardizing “Done” and “Compliant” definitions between the app and analytics created a shared language across teams.
• Trust & motivation: Rangers could finally see why a task counted, or didn’t, building confidence in the system and sparking healthy performance competition.
From a business perspective, this solution reduced managerial overhead, resolved pay disputes, and improved data integrity. In short, it turned the Ranger App from a logging tool into a feedback tool, helping Rangers self-correct while aligning their success with company goals.
My approach was to design a new Performance Dashboard within the Ranger App, consolidating all key metrics in one place. Instead of raw task counts, Rangers would see a clear picture of what they did, how well they did it, and what counted, aligned with the company’s source-of-truth data in Looker.
Core features included:
• A shift summary (hours worked, total tasks completed).
• A detailed task list showing compliant vs. non-compliant outcomes.
• Counts of reports submitted and other key actions.
• A view of serviced zones for context.
• Totals for “Done” vs. “Compliant” tasks by type (e.g., Battery swaps: 10 done / 8 compliant).
Rationale:
The design tackled the root issues of transparency, accuracy, and trust.
• Transparency: Mirroring Looker logic in-app ensured Rangers instantly saw which tasks counted as successful.
• Accuracy: Flagging non-compliant tasks in real time prevented premature “completions” and improved first-time fix rates.
• Alignment: Standardizing “Done” and “Compliant” definitions between the app and analytics created a shared language across teams.
• Trust & motivation: Rangers could finally see why a task counted, or didn’t, building confidence in the system and sparking healthy performance competition.
From a business perspective, this solution reduced managerial overhead, resolved pay disputes, and improved data integrity. In short, it turned the Ranger App from a logging tool into a feedback tool, helping Rangers self-correct while aligning their success with company goals.
Execution
Execution
I led the design and implementation of the new Performance Dashboard from concept to testing. Starting with wireframes and high-fidelity mockups, I ensured the feature blended seamlessly into the existing Ranger App by following Tier’s design system and visual language.
To make performance instantly readable, I introduced color-coded task indicators: green for compliant (successful) and yellow/orange for non-compliant (needs review). At a glance, Rangers could see which tasks required follow-up. I also added summary cards showing key shift stats and interactive filters to toggle between time ranges or task types.
Once the prototype was ready, I ran usability testing through Maze with real Rangers. Participants completed scenario-based tasks like “Find how many tasks you did correctly yesterday.” Maze tracked success rates and qualitative feedback.
The first round revealed strong enthusiasm but also clarity issues, some users misread the compliance chart and struggled with terminology. Analytics showed one screen with a 60% task failure rate, confirming a design flaw. I simplified the wording, added a tooltip explaining compliance, and refined the layout for readability.
A second test confirmed the improvements: success rates jumped, navigation became intuitive, and user confidence soared. One Ranger summed it up perfectly: “I won’t have to ask my manager why my pay was low, I can see it myself.” The result was a validated, Ranger-approved design ready for development.
I led the design and implementation of the new Performance Dashboard from concept to testing. Starting with wireframes and high-fidelity mockups, I ensured the feature blended seamlessly into the existing Ranger App by following Tier’s design system and visual language.
To make performance instantly readable, I introduced color-coded task indicators: green for compliant (successful) and yellow/orange for non-compliant (needs review). At a glance, Rangers could see which tasks required follow-up. I also added summary cards showing key shift stats and interactive filters to toggle between time ranges or task types.
Once the prototype was ready, I ran usability testing through Maze with real Rangers. Participants completed scenario-based tasks like “Find how many tasks you did correctly yesterday.” Maze tracked success rates and qualitative feedback.
The first round revealed strong enthusiasm but also clarity issues, some users misread the compliance chart and struggled with terminology. Analytics showed one screen with a 60% task failure rate, confirming a design flaw. I simplified the wording, added a tooltip explaining compliance, and refined the layout for readability.
A second test confirmed the improvements: success rates jumped, navigation became intuitive, and user confidence soared. One Ranger summed it up perfectly: “I won’t have to ask my manager why my pay was low, I can see it myself.” The result was a validated, Ranger-approved design ready for development.
Outcomes
Outcomes
Because the feature was validated with real users, we launched with high confidence. Operationally, it improved first-time fix rates. Rangers now catch and correct unsuccessful tasks immediately, reducing unresolved scooters and redundant work (like unnecessary battery swaps). This translates directly to better fleet availability for customers.
Financially, aligning task counts eliminated overpayment risk and reduced managerial overhead. Managers no longer need to cross-check Looker reports or resolve pay disputes, saving hours each week.
Because the feature was validated with real users, we launched with high confidence. Operationally, it improved first-time fix rates. Rangers now catch and correct unsuccessful tasks immediately, reducing unresolved scooters and redundant work (like unnecessary battery swaps). This translates directly to better fleet availability for customers.
Financially, aligning task counts eliminated overpayment risk and reduced managerial overhead. Managers no longer need to cross-check Looker reports or resolve pay disputes, saving hours each week.
Learnings
Learnings
Transparency builds trust. Operational transparency it’s foundational. When data is visible and understandable, people feel empowered and respected. Even small inconsistencies can erode morale, so as a designer I’ve learned to always advocate for clarity and honesty in what we display.
Align user and business needs. What started as a technical data fix became a human problem. By addressing Rangers’ needs for fairness and self-awareness, we also solved the company’s need for accurate reporting and fewer disputes. The best design outcomes create value for both.
Listen to front-line users. Internal tools are easy to design in isolation. Field research reminded me that real insight lives with the people doing the work. Rangers’ makeshift “Ranger of the Week” boards inspired the solution more than any internal report could.
Iterate with feedback. Usability testing through Maze proved that small refinements made the difference between confusion and confidence. It reinforced my belief that testing early and often is essential, especially for data-heavy interfaces.
Collaborate across disciplines. Working closely with data, operations, and engineering ensured accuracy and adoption. By aligning metrics, workflows, and technical constraints, we built a solution that everyone trusted.
Transparency builds trust. Operational transparency it’s foundational. When data is visible and understandable, people feel empowered and respected. Even small inconsistencies can erode morale, so as a designer I’ve learned to always advocate for clarity and honesty in what we display.
Align user and business needs. What started as a technical data fix became a human problem. By addressing Rangers’ needs for fairness and self-awareness, we also solved the company’s need for accurate reporting and fewer disputes. The best design outcomes create value for both.
Listen to front-line users. Internal tools are easy to design in isolation. Field research reminded me that real insight lives with the people doing the work. Rangers’ makeshift “Ranger of the Week” boards inspired the solution more than any internal report could.
Iterate with feedback. Usability testing through Maze proved that small refinements made the difference between confusion and confidence. It reinforced my belief that testing early and often is essential, especially for data-heavy interfaces.
Collaborate across disciplines. Working closely with data, operations, and engineering ensured accuracy and adoption. By aligning metrics, workflows, and technical constraints, we built a solution that everyone trusted.
