Redesign a patrol station.
- Rohit Kumar
Clarifying the question:
Petrol station = Â petrol, diesel, not CNG ? – Yes
(CNG gas stations are usually separate due to safety reasons)
Petrol station is in the city or outside the city (on highway)? – In the city
User groups:
Office goers – travel everyday, short of time, look at one stop shop for fuel, air, vehicle checkups
Tourists – seek convenience, unware of city routes
Transporters – local A to B drops, price sensitive
Local refuelers – low consumption, seek convenience
Scope:
User group to focus on – Office goers – have high consumption. For in city petrol pump, they have high repeat usage
Mobile platform for any supported apps
Customer journey:
User decides/ discovers he needs a refuel -> Locates a petrol station on way to office -> Drives to the petrol pump -> Stands in queue -> Gets refueled – > Pays
Customer pain points:
- Always skeptical of heading to A petrol station – not sure of queue size, not able to optimize for traffic and petrol pump queue
- People jump queues – low piece of mind
- Has to turn & keep a watch on the meter reading – inconvenient
- Air station is closed, end up not getting air service of have to go to a paid one elsewhere
- Paying is not convenient – Has to wait for operator to return card, taking cash in/ out from wallet
Prioritizing: basis #serverity of problem, Solvability
- Always skeptical of heading to A petrol station – not sure of queue size, not able to optimize for traffic and petrol pump queue  – High severity, Medium in solvability– P1
- People jump queues – low piece of mind – Medium severity, High solvability– P2
- Has to turn & keep a watch on the meter reading – inconvenient – Medium, High – P3
- Air station is closed, end up not getting air service of have to go to a paid one elsewhere – Medium, High – P4
- Paying is not convenient – Has to wait for operator to return card, taking cash in/ out from wallet – Medium, High – P5
Solutions:
- Crowd sourced and image mapping based estimator of queue time, route traffic – High CX, High effort – P2
- Auto assigning sequence number once you get to a queue – High CX, Low effort – P1
- App based monitoring of fueling start, end amount – Medium CX, Medium effort – P3
- Self operable air stations – multiple air fill points – Medium CX, Low effort – P4
- Auto pay from card in app wallet on fuel completion – Medium CX, Medium cost – P5
Evaluation criteria for solutions: CX, effort
Detailed design :
Auto assigning sequence number once you get to a queue
- ·      Auto identify vehicle at the time of entering queue
- ·      Auto add vehicle to filling queue
- ·      Calculate and display avg time to fuel
- ·      Trigger refueling on the basis of queue only for the vehicle assigned
- ·      Allow override with reason
 KPIs
For auto assigning sequence number feature:
- #fills per day (before and after)
- #fills per day for different time bands (before and after)
- Avg. time to fill for a car (before and after)
- Avg. time to fill for a car for different time bands (before and after)
- Â #overides by reason