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Turning fragmented fleet management into a proactive digital workflow
My role
Product Design Lead
Company
Monzo
Year
2025
Background
Kinto One is an all-inclusive, flexible car leasing service designed to simplify mobility for businesses. While the service removed many traditional leasing frictions, fleet management for customers remained largely manual - spread across spreadsheets, calendar reminders, disconnected tools, and reactive workflows.
The opportunity was not simply to digitise existing processes, but to transform fleet management into a proactive, guided experience - helping businesses reduce costs, stay compliant, and keep teams moving with minimal operational burden.
I led design from early discovery through to launch of Kinto One Online, a web app for fleet managers that surfaced the right information at the right time and guided users through high-impact actions across mileage usage, maintenance, and contract management.
Framing the problem
We began by clarifying business goals, assumptions, and customer needs through collaborative workshops with the Kinto team - aligning around scale, efficiency, and customer experience as core outcomes.
Early on, it became clear that Kinto’s target customers were typically small organisations where fleet management was a secondary responsibility, not a full-time role. This meant any solution needed to be simple, proactive, and low-effort.
I then led customer interviews and workflow exploration with prospective fleet managers, focusing on jobs-to-be-done, pain points and how people currently tracked vehicles.
Several consistent themes emerged:
Reactive task management created risk and cost
Fleet managers relied on personal reminders and scattered tools to track key milestones - often missing maintenance, mileage thresholds, or contract renewals.
“I have to keep reminders myself to know when to take action — it’s the worst part of the tools I use.”
Poor mileage visibility led to unexpected charges
Many had limited awareness of real-time usage, only discovering overages when vehicles were returned.
“I often don’t know where we’re at with miles until it’s too late.”
Maintenance coordination was inefficient
Managers wanted to keep vehicles safe and compliant but struggled to coordinate bookings - frequently expressing a desire for drivers to manage parts of the process themselves.
Together, these insights pointed to a core opportunity:
replace reactive admin with proactive, task-driven fleet management.
Setting a vision
To guide long-term direction, I facilitated a vision workshop to align the team around a north star for digital mobility management.
The vision centred on: enabling companies to simplify fleet operations while transitioning toward more flexible, efficient, and sustainable mobility.
Building on research insights, I translated this into outcome-focused hypothesis canvases for key product areas - helping the team evaluate ideas not by feature appeal, but by behavioural and business impact.
Shaping the solution
We brought early hypotheses to life through low-fidelity prototypes and rapid testing with fleet managers. These sessions generated:
Validated job stories
Usability insights
'How might we' opportunities
Insights were synthesised into shared artefacts that aligned the cross-functional team and guided prioritisation.
Features were then scored across:
Customer value
Business value
Technical effort
This ensured we focused early investment on the highest-leverage workflows.
A real-time fleet dashboard
The home experience was designed as a command centre for fleet health. Through multiple rounds of testing, we refined a dashboard that surfaced the most important metrics upfront, highlighted urgent tasks and upcoming actions and provided quick access to deeper vehicle details
This created an at-a-glance view of what required attention - replacing the need for manual tracking.
Car-level clarity and action
Each vehicle had a dedicated information page showing:
real-time status
mileage usage
maintenance history
active tasks and next steps
One key learning from testing was to surface relevant tasks directly within each car’s page — rather than isolating them in a central task list — improving planning and contextual understanding.
Seamless onboarding and connected data
To remove friction at setup, we introduced a guided “get started” experience that walked fleet managers through:
activating telematics data
assigning vehicles to drivers
inviting drivers into the platform
A major challenge was enabling connected data across multiple vehicles — something previously only available at single-car level.
Working closely with Toyota’s data, legal, and engineering teams, I helped define a scalable model that balanced:
customer usability
data compliance
technical feasibility
This became foundational infrastructure for the wider product ecosystem.
A task-driven operating model
At the core of the product was a fleet-level task management system centred on:
mileage usage thresholds
vehicle maintenance milestones
contract renewals
Tasks were surfaced as:
due soon
overdue
in progress
This allowed fleet managers to prioritise action at a glance while bringing previously scattered workflows into one streamlined system.
Multi-stage tasks — such as contract renewals — were given clear progress states to reduce uncertainty and cognitive load.
Outcomes
Kinto One Online launched into an alpha phase with a group of fleet managers, generating:
strong qualitative feedback
clear behavioural improvements
validated workflow efficiencies
The product was subsequently rolled out more broadly and embedded as a core part of Kinto’s digital offering.
Beyond launch success, the work:
shifted fleet management from reactive admin to proactive workflows
reduced missed actions and unexpected costs
created scalable infrastructure for connected mobility experiences
By grounding the product in real operational behaviour — not just digitising existing processes — we transformed fleet management into a guided, task-driven experience that reduced friction for customers and unlocked scale for the business.
The combination of:
proactive task surfaces
real-time connected data
outcome-driven prioritisation
created a foundation for future mobility products to evolve with speed and confidence.