Paving the way for the new kilometer tax

Optimizing the customer journey for Satellic

"The collaboration with Human Interface Group went very smoothly. They were flexible and had an excellent understanding of our needs. The result was professional and extremely useful to us. We have nothing but praise for them."

Margo Vermeiren, Head of Marketing and Communications

  • The challenge

    Translate a technically complex process into a hassle-free, easy and logical user experience

  • The result

    An excellent customer journey, with different touch points that are attuned to each other

  • 2015

  • Project based

 

 

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Approach

  • Understand & Challenge
  • UX reviews
  • Mockups

 

 

 

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  • The introduction of the new kilometer tax in Belgium has certainly had its fair share of media attention. It is a major change, of course. All trucks heavier than 3.5 tons driving on the Belgian roads will now have to be in possession of an On Board Unit (OBU), to calculate the kilometer tax for the truck.

    It wasn’t exactly a straight road ahead: the kilometer tax is a technically complex concept. That complicated technical architecture doesn’t have to be reflected in the user-facing touch points, but can instead be translated into a much more user-friendly solution.

    Satellic website - Home page

    The website

    For the Satellic website, we had to find the right balance. How much information does the user really want to read? And how much information does he need in order to understand the system and know exactly what to do?

    We chunked the information and organized it in clearly different blocks. Content pages provide context by using a tutorial video and end with visual guidance to the next step in the process.

    Satellic website - Register your vehicle

    The road user portal

    The Satellic road user portal is the online space where companies can register their vehicles, order OBUs and get their invoices, among other things. Our objective was to minimize the administrative burden as much as possible.

    The personal dashboard provides all information and actions users need. The profile status motivates users to complete all the necessary steps.

    Satellic Road User Portal - Dashboard

    The service points

    Obtaining an On Board Unit from one of the service points isn’t quite as easy as getting a soda from a vending machine. It is a complicated, time-consuming process which involves several steps and requires specific information to be provided and documents to be scanned. One of Satellic’s KPIs was to have users obtain and install their OBU within 10 minutes. Needless to say, this process needed to be optimized and streamlined.

    The screens on the service point have a consistent layout and navigation. They provide context, tell the user about the process flows in advance and guide the user through the different steps.

    Satellic Service Points - Flow

    The invoices

    The biggest challenge with the invoices was that they come from different parties: the three Belgian regions each make their own invoice, while Satellic presents a summary. This means that large companies with a high number of vehicles were likely to receive lots of invoice documents, and managing them would not be a breeze.

    On each invoice, the toll summary groups the information of the different vehicles, regions and payment methods.

    Satellic invoices - Toll summary

 

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"The collaboration with Human Interface Group went very smoothly. They were flexible and had an excellent understanding of our needs. The result was professional and extremely useful to us. We have nothing but praise for them."

Margo Vermeiren, Head of Marketing and Communications

  • The challenge

    Translate a technically complex process into a hassle-free, easy and logical user experience

  • The result

    An excellent customer journey, with different touch points that are attuned to each other

  • 2015

  • Project based

 

 

SaveSave

Approach

  • Understand & Challenge
  • UX reviews
  • Mockups

 

 

 

SaveSave

Approach

  • Understand & Challenge
  • UX reviews
  • Mockups

 

 

 

SaveSave

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