Level Manager Ordering
Designing and Validating New Ordering Functionality for GE Capital Fleet Services.
Challenge
myFleetOffice2 needed ordering functionality that hadn't existed in the prior release — a guided flow that let field supervisors place vehicle orders directly instead of placing a request through the fleet manager.
Approach
I owned this end to end — from designing the new flow to validating it with the people who'd use it.
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Ordering Flow Design (Build) — Designed and implemented a six-step guided wizard (Driver → Vehicle → Billing → Dealer → Title → Summary), replacing what had been a configuration-oriented experience with a persistent context panel, step-by-step progress tracking, and conditional fields that only surface when relevant.
After Stakeholders' feedback (reduced menu naming complexity)
Key Learning
Multiple interface complaints across five different tabs was really one problem wearing many disguises: the legacy flow had been designed around an admin's mental model, not a field supervisor's actual permission level and context.
Alongside the ordering platform, I explored how the same fleet data could drive behavior, not just transactions — gamifying maintenance compliance and fuel efficiency with tiered rewards, and visualizing fleet performance geospatially by location. Neither concept shipped, but both reflect a bet that even utilitarian B2B tooling can earn engagement rather than just be tolerated.
Driver engagement concept
Fleet performance map concept
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Findings Synthesis (Analysis) — Testing surfaced a systemic root cause: field supervisors were being exposed to internal admin terminology and locked-permission controls that weren't theirs to act on — not a set of isolated UI complaints, but one structural scope problem repeating across every tab.
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Usability Validation (Research) — Designed and personally moderated task-based usability sessions with four enterprise oil and gas fleet clients — testing both the order flow and the admin configuration screens feeding it
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Remove Title tab to avoid users’ exposure to locked controls and unknown terminology and transfer contents to Summary tab.
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Remove Dealer tab to avoid users’ exposure to locked controls and unknown terminology and transfer contents to Summary tab.
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Address unknown/proprietary GE terminology (“Classes”, Level Manager”, “Billing Levels”, etc.) as it causes confusion with users
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Simplify vehicle selection process to avoid common users’ mistakes such as selecting wrong spec
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Recommendations (Delivery) — Delivered a priority-ordered recommendation set covering navigation clarity, terminology, tab consolidation, and default behaviors, ready to hand to engineering.
After End Users' feedback (removed unnecessary tabs,
reduced the risk of errors, tightened the layout)
Outcomes
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Delivered a validated, priority-ordered fix list grounded in four moderated sessions with named enterprise clients, not internal assumptions.
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Identified the single root cause behind a dozen-plus surface complaints — internal admin scope leaking into the field-facing flow — reframing the fix from cosmetic polish to structural navigation changes.
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Brought field-supervisor reality directly into design decisions through structured task-based testing across both the order flow and its admin layer.
Growth Opportunity
The findings were handed off as a prioritized fix list, with implementation and outcome tracking outside my role. A natural next step would be closing that loop — confirming what shipped and how it changed the experience for field supervisors — so the diagnosis has a documented result to point to.