BP's Global Fleet Management App

project details
Product Designer, Freelance
March - November 2022 (9 months)

How might we help fleet managers prevent fraudulent fuel card activity?

Have you ever glanced through your bank statements and felt a sudden surge of panic upon spotting an unfamiliar transaction? However, after a brief moment of reflection, you realise that you made that purchase and can breathe a sigh of relief, knowing that you are not, in fact, a victim of fraud.

Now imagine a fleet manager reviewing their fuel card statements, except they oversee anywhere from a dozen to a thousand drivers who are making purchases across several countries, and every transaction is fuel-related. How could anyone expect to identify fraudulent activity in that situation?

In truth, they can't. According to studies, as many as 93% of fleet managers believe that some drivers are involved in fraudulent activity, and more than a quarter of drivers have admitted to witnessing deceitful activity at work. And that's where my work at BP comes in.

How did I have an impact?

As part of BP's foray into electric vehicle fleet management software, I was tasked with the redesign of their existing fuel card restrictions system. In collaboration with our user research and content design teams, I conducted several user research interviews with fleet managers across the UK to identify our users needs. After several rounds of prototyping, user testing, A/B tests, and iterating on the design, I delivered a set of high fidelity screens showing a new, accessible approach to the design of restrictions.

The redesign allows fleet managers to create restriction profiles where they can set rules around specific fuel types, as well as product categories such as food and drink. Restriction profiles can be individually or bulk applied to cards, allowing fleet managers to control their drivers' purchases with a mere few clicks, and ultimately prevent fraudulent activity.

The biggest challenge

My biggest challenge involved working with the existing backend infrastructure, which had set inconsistent and immovable product categories, and allowed users to "spend" up to 10 points on restrictions. Setting a restriction to either allow or block a category cost 1 point. If you allowed or blocked a particular product, that also cost 1 point.

Our research found that if fleet managers could only pick one restriction, they would choose fuel type, typically by type (unleaded, diesel etc.) rather than quality (standard, premium), which fleet managers would allow their drivers to use in an emergency. This was more important than applying a spending cap, as they ultimately didn't want drivers to be stuck on the road, because they were unable to purchase fuel.

We spent a lot of time re-categorising products and decided to only allow restrictions to be set at the product-level for fuel categories. Anything else could only be controlled at the category level. The smartest part: with the new design, it's impossible to spend more than 10 points. This allowed us to completely hide the concept of points from the user in the new design, decreasing their cognitive load and allowing them to focus on more important decisions.