1. James receives call about an offer for a
job.
James accepts the job via text.
He looks up his route on Google. If he has
access to a printer he prints out the
directions, otherwise he uses his phone.
It is dark outside when James leaves
for his route.
He listens to the radio or content on his
phone. He normally would listen to the
CB but it is broken.
After 7am James calls his wife and
chats with her for a bit.
James walks back to his truck.
He drives to the site and picks up his
load. He is able to get in and out okay.
James navigates to the pick-up site. He has
been here once before but references his phone
for directions every now and again.
He parks his big rig down the street, around the
corner. He walks to the location surveys the
entrance, the corners, the overhangs, the exit
and talks to someone on site
He negotiates his route with the
supervisor. There is some back and
forth via text and phone calls.
James, Driver, 52
James does not own his truck. He drives long haul journeys
between Arizona, California, Nevada. He has a CB radio but it is
broken. He communicates with his supervisor via text. The truck is
provided by the company he works for. The truck is 53 feet long
and contains sleeping quarters.
I TEXT MY DISPATCHER BECAUSE THEY ARE
BUSY... SOMETIMES THEY WAKE UP ON THE
WRONG SIDE OF THE BED.
Receives Job Inquiry
Current
Experience
Accepts & Locates Route Takes off at 3am Arrives, Parks, and Surveys Site Loads up Merchandise
After James loads up his truck he heads
out for his next stop - to drop off the load.
James receives notice on his Telogis app
through his new Telogis iPhone about an
offer for a job.
James accepts the job via the Telogis app. The morning of delivery it is dark
outside when James leaves.
He accesses his job via the Telogis app
and it gives him specific instructions.
After 7am James calls his wife and
chats with her for a bit.
He hangs up with his wife and the app
suggests a place to stop and eat
breakfast.
Along the way the app lets him know
about other drivers in the area.
James walks back to his truck.
He drives to the site and picks up his
load. He is able to get in and out okay.
Next time he visits this location or
someone else from his company does
the pick-up will be faster and smoother.
As he leaves the telogis app checks the
job as complete and asks him how it
went.
James navigates to the pick-up site. He has been
here once before but this is the first time visiting
the site with his Telogis app.
He parks his big rig down the street, around the
corner. He walks to the location surveys the
entrance, the corners, the overhangs, the exit and
talks to someone on site. He snaps a few photos
with his Telogis app. The app recommends some
tags for his photos. It also asks if he would like to
induce some contact information for the person he
talked with but he dose not feel like doing that
today so he skips it.
Via the app he disputes the route with the
supervisor. The supervisor is
automatically called. The supervisor
agrees to his recommended change.
After James loads up his truck he marks
this delivery as task complete in the app.
The Telogis app asks him if he is hungry or
if he needs to stop.
He indicates no and they move on down the
road to the next location.
Job Completed, Sends Notice
Proposed
Experience
Uncertainty
Poor documentation - The
communication between driver and
supervisor is fragmented.
Lonely
James feel isolated.
Worked-Up
James has to survey each site. Even
sites he has been to once before.
Anxiety, Followed by Relief
Finally, he is able to pick up the
merchandise so he can be on his way.
Engrossed
The more James interacts with the
app the more it interacts back.
“How’s your morning going James?”
Receptive
Auto Population - Once the job is
accepted his calendar in the Telogis
app is automatically updated.
Satisfied
Efficiency - James is able to negotiate
a job without interruption at work.
Optimistic
Better “Future” Time Management -Taking
a few moments now to snap some photos
and take down some site information with
have big benefits in the future.
Thankful
Automation - The job has been
completed and the supervisor is
automatically notified. James
continues on.
Disinterested
There is zero communication or feedback.
The supervisor doesn’t have enough info
to improve the driver’s performance.
Pleased
The info is clear, shared, and immediately
available in the system.
Preoccupied
Job Delay - James has to pull over to
respond to a job offer via text. After a
few texts James calls his supervisor
so he can continue on.
CreatedandDevelopedbyChiaraPontiggiaandJuliaWestforTelogis.

2. Byron Checks in at work at 9am. He
gets a print out of all his deliveries for
the day.
Byron begins his route at 9:45am. His
truck is already loaded with boxes.
He looks up the first location in Google on
his phone.
When Byron arrives at the location
there is no parking. He calls his
supervisor to asks for help or a
recommendation as to where to park.
His supervisor stays on the phone with
him and helps him navigate to a loading
zone.
Byron walks three blocks with the box
to the apartment.
Back at the truck, Byron calls his
supervisor and lets him know that he
dropped off the box near the mailboxes
instead of in front of the apartment
door.
The supervisor calls the client to let
them know.
Once at the location he finds an intercom and
spends a minute trying to figure out how to be
buzzed in.
Byron is finally inside and realizes that the
specific instructions as to where to leave the box
are back at the truck. Inside the lobby, he leaves
the box on a side table near the mailboxes.
He notices there are a few new and
unfamiliar locations that have been
added to todays route.
Byron Googles a few of the locations.
There is a discrepancy in directions
between what the customers, system,
and Google address say.
Byron, Driver, 22
Byron works for Door-to-Door Organics. He works from 9-5, Mondays
through Fridays. In the morning he checks in at a brick and mortar
location. Today he will have 32 deliveries to make in the downtown
Chicago area. His customers leave specific, yet sometimes unclear,
instructions about where they want their boxes left.
I ENJOY DRIVING FOR DOOR-TO-DOOR
ORGANICS. IT IS A GREAT INTERIM JOB.
I JUST GRADUATED COLLEGE.
Arrives to Work
Current
Experience
Begins Route Arrives at First Location Makes Delivery Job Complete
Encouraged
Google give directions to the
found address.
Receptive
Teamwork - The Telogis app works in
conjecture with the driver and GPS. It
helps the driver navigate.
Anxiety
Parking is difficult in Chicago and the
delay is causing him to fall behind. Frustration
Byron is achievement oriented and does not
like that he was not able to perfectly
complete the job to his satisfaction.
Inferior
Byron is upset; he has let his
supervisor down and created
additional work.
Pleased
Efficiency. The supervisor does not have
to get involved in the delivery process.
Byron is now ahead of schedule.
Accomplishment
The job is delivered and
favorable to schedule.
Community
Transparency. Information upon
completion is passed between the
driver and the supervisor automatically.
Byron double checks Google for his next
location.
Byron Checks in at work at 9am. He
gets a notice through his Telogis app
confirming deliveries.
Byron begins his route at 9:45am. His
truck is already loaded with boxes.
The Telogis app tells him where to go. It
also gives him helpful hints about where
to park in downtown Chicago.
He takes the apps advice and parks easily. Back at the truck, Byron access the
app again and checks-off that he has
completed the first leg of his route.
The supervisor knows the task is
complete and won’t be bothering him.
Once at the location he finds an intercom. There
is a photo on the app that helps him figure out
how to be buzzed in.
Once inside he looks at the app and references a
photo of where the box should be dropped off.
He notices there are a few new and
unfamiliar locations that have been
added to todays route.
Byron clicks on one of the new locations
and sees that a few images will be able
to help him navigate to the specific drop
off point.
Automatically Byron receives instructions
from the app for his next drop off.
Set-out for Next Delivery
Guilty
It takes Bryon a few minutes to snap
out of his disappointed state.
Determined
Byron is happy and ready for the
next delivery.
Unsure
Trying to find unknowns - Byron uses
his personal iPhone to locate, via
Google, all of the stops that he is not
familiar with.
Keen
Foresight - By looking at the Telogis
app in advance Byron can see photos
that offer some information as to
what he will encounter today.
Proposed
Experience
CreatedandDevelopedbyChiaraPontiggiaandJuliaWestforTelogis.

3. Charlie is planning deliveries for the
next day from his office. He uses Telogis
to create routes and verify site info.
Charlie, Supervisor, 24
Charlie is a broker and works for a major logistic corporation,
he deals mainly with contractors and he delivers in the entire
United States. He works from his office in Philadelphia, he
uses Telogis with other softwares and he keeps in touch with
the drivers mainly via phone.
THE DRIVER NEVER CALLS OR
TELLS US WHEN HE HAS
DELIVERED OR PICKED UP GOODS
Plan deliveries with 3rd
Party software
Review sites Driver FeedbackGive drivers info on site Add info on Telogis
The system offers a complete range of info for
sites, including notes and photos taken by drivers
at most locations. Most of info is visual, Charlie
receives insights at a glance.
Charlie can ask the driver to check a new
site and gather info, he logs the
conversation on the system directly.
He also sends the driver the route plan,
which includes all the information that the
driver needs.
Charlie reviews the information that
the driver gathered on a site and
certifies it.
The driver inspects the site using Telogis hardware,
a phone or a tablet, and he takes photos and
gathers some basic information.
Uncertain
Fragmented information - The system
doesn’t provide precise info about a site.
Confusion
There is a disconnection - The
communication between driver and
supervisor is not logged anywhere.
Cautiously Optimistic
The supervisor asks the driver for
more information and takes notes.
Frustration
The supervisor workflow is long
and time consuming.
Reassured
Annotations and conversations are
retained in the system.
Pleased
Efficiency - The supervisor can monitor
the work; he can finds all the info he
needs.
Confident
Speed - The supervisor can quickly
review and certify the information.
Neutral
Charlie has to use multiple tools.
Neutral
Simplified workflow. Charlie can
use one single tool to plan routs
and gather site infos
Satisfied
Unity - needed information is retained on
one platform.
Charlie is planning deliveries for the
next day from his office.
Charlie wants to quickly review sites and plan a
route, he checks the sites he needs to add to the
route and he notices that the found address is
different from the delivery address, so he gets
confused.
Charlie calls the driver to give him all the
info he has on the delivery sites and asks
the driver to inspect one site, to gather
more info about it.
Charlie manually adds the info into the
system.
Charlie calls the driver again at the end of the day
because the driver has not sent a notice that the
job was completed.
The driver did check the site, Charlie also gathers
some info on the new site that the driver inspected.
Current
Experience
Proposed
Experience
The supervisor receives an alert on Telogis system.
He locates the panel with a list of all the sites
which have new information added by the drivers.
CreatedandDevelopedbyChiaraPontiggiaandJuliaWestforTelogis.

4. Aaron, Supervisor in his 20s
Aaron P. is a supervisor at Door to Door Organics, located in the
Mid-West section of the United States. Deliveries span over
Colorado State, Kansas City, Chicago, greater Michigan area, and
the Tri State. He is in his late twenties and is a former driver
himself (with Door-to-Door Organics) and works a 9-5 job.
WE NEED TO FIND A WAY TO
MAP THE DRIVERS EXPERIENCE
Provide info to driver Helps driver navigate to location Reviews Delivery Information Receives Confirmation of Delivery Receives Driver Feedback
Helpless
The communication
between driver and
supervisor is fragmented
Frustration
Performance is compromised.
Tense
The supervisor can’t manage the
deliveries and can’t help the driver.
Stupefied
Low performance - The supervisor
doesn’t have enough info to improve
the driver’s performance.
Content
Improved efficiency - The
supervisor does not get involved
in the delivery process.
Comfortable
Better time management - The
supervisor gets an alert on Telogis
system. Supervisor can manage
site info accordingly.
Harmony
Clarity - The info at drop-off sites
is clearly shared and always in
the system.
Distracted
Interruption - Aaron has to react to a
text about drop-off location and this
is interrupting his workflow
Driver needs help with locating
specific location of organic produce
box drop-off.
Aaron accesses the Telogis System for help. He
text the driver back saying he is looking into it.
Client has provided a specific request to
have the box left inside the gate on the
brick steps. This location however, conflicts
with the “Found Address” in the system.
Aaron does not receive any other
information from the driver. Telogis has
a feedback form for drivers but this is
left unused.
Aaron receives a text from driver. The driver
thinks he located the right spot but asks Aaron
to leave a message with the client just in case it
was dropped off in the wrong spot.
Minutes later the driver finds the location
himself. He is now behind schedule.
Aaron calls the driver and tries to help him
navigate where to go. He feels helpless as he is
not on the ground with the driver and does not
have much information in the system.
Driver has been there once before but
it has been a few weeks and he has
over 30 deliveries per day.
Current
Experience
The info is already in the system; Aaron
doesn’t need to take any action.
The info is already in the system; Aaron doesn’t
need to take any action.
If the driver needs to contact the supervisor or
vice versa they can use Telogis system and all
communication will get logged.
The info is already in the system; Aaron
doesn’t need to take any action.
Aaron checks the info that the driver
uploaded into the system, and certifies
the site.
Aaron receives an alert on his desktop which
says that the driver has added new info on
different sites.
Proposed
Experience
CreatedandDevelopedbyChiaraPontiggiaandJuliaWestforTelogis.

5. + Proposed Experience Map
- Current Experience Map
CreatedandDevelopedbyChiaraPontiggiaandJuliaWestforTelogis.