Accident Assistance
Team JALA
A case study exploring how we may understand post-accident needs and design a solution that improves or streamlines fleet manager and driver’s experience through Verizon Connect Reveal
Team Member
Aug 2025-Present
Case Study
TLDR;
My team is working with Verizon to design a solution that improves a fleet manager’s experience after their driver has been in a collision. To understand user pain points, my team surveyed 55 participants, conducted 11 interviews, and performed both a competitive analysis and a website walkthrough. These research methods led us to discover our main user insights revolving around insurance document collection and organization, liability concerns, and auto repair progress tracking. With those pain points in mind, we sought to develop a design that integrates the existing Verizon Connect Reveal platform to help managers keep track of documentation, tasks, and repair progress in a more streamlined manner.
Background
Fleet vehicles, such as service vans or delivery trucks, are overseen by fleet managers who coordinate logistics, safety, and communication with drivers. Verizon Connect Reveal is a GPS-based fleet management platform that supports these operations through real-time tracking, route optimization, driver monitoring, and dash cameras. These features improve productivity, accountability, and safety, but the system currently lacks structured support for accidents.
The Problem
How might we understand post-accident needs and design a solution that improves or streamlines the fleet manager and driver’s experience?
When accidents occur, drivers and managers must handle critical tasks—ensuring safety, rerouting operations, documenting damage, or filing insurance claims—without dedicated Reveal support. This gap creates an opportunity for new solutions. Our project focuses on addressing minor accidents involving vehicle damage but no injuries, and designing a tool to guide drivers and managers through post-accident steps. Primary stakeholders include fleet drivers and managers, with secondary stakeholders such as fleet owners, emergency responders, insurance companies, and legal teams.
To begin, my team performed 4 different research methods: Surveys
Interviews
Competitive Analysis
Website Walkthrough
Research Findings
Our research informed us that:
1. The post-collision process is manual, time-consuming and scattered.
3.The post-collision process is a group effort
5. Post collision communication between drivers and managers relies on ad-hoc methods rather than a defined system.
2. After collisions, drivers, as well as both the finances and reputation of the company, need to be protected from false liability claims.
4. There is a lack of standardization across companies
6. Getting a vehicle back on the road as quickly as possible is a top priority
7. Collisions can affect operations over an extended period of time
Research Methods: