TL;DR
Led the redesign of a mobile-first dispatch platform that transformed paper-based workflows into a real-time digital system. Achieved 95% mobile adoption in 30 days and reduced dispatch-to-completion time by 40%.
Overview
A nationwide logistics company was coordinating over 100,000 specialized moves annually using outdated methods—paper schedules, Excel sheets, and PDF forms. Technicians in the field lacked a cohesive digital tool, leading to inefficiencies and miscommunication across teams.
I led the UX design of a mobile-first dispatch platform that modernized operations, offering real-time visibility and intuitive tools tailored for technicians and dispatchers alike.
Problem
The dispatch process was fragmented and manual, causing frequent delays and errors:
- ❌ Paperwork Overload: Manual job tracking increased error rates.
- ❌ No Real-Time Updates: Dispatchers lacked visibility into field progress.
- ❌ Poor Usability: Tools weren’t optimized for mobile use in the field.
Solution
We built a digital dispatch platform optimized for field use and HQ monitoring, with:
- Centralized job information and status tracking.
- Offline functionality and mobile-first design.
- Real-time job assignment, tracking, and rerouting.
Research & Insights
Methods:
- Shadowed dispatchers and rode along with technicians.
- 10+ contextual interviews.
Findings:
- Spotty Connectivity: Offline access was critical.
- Simplicity First: Field techs wanted less clutter, clearer visibility.
- Visibility Gaps: Dispatchers needed real-time insights.
“I don’t need a ton of features—just my list of jobs and a quick way to mark them done.” — Field Technician
“We lose track of where each tech is at during the day. Once they’re out, we’re basically blind.” — Dispatcher
Decision Decisions
A look at the pivotal design decisions that shaped the experience, balancing real-world constraints with user needs.
Mapped full workflow: Dispatch → Technician View → Progress → Completion Sync.
Key UX decisions:
- 📅 Simplified daily scheduling.
- 🗂️ Job cards with detailed instructions.
- 👆 One-tap status updates.
- 📈 Dispatcher dashboard for live monitoring.
Usability tests led to offline sync, larger tap targets, and UI refinements.
Final Design
- Technician mobile interface for job tracking.
- Real-time dispatcher console.
- Modular design system for future scalability.
Impact
- ⏱️ 95% Mobile Adoption within 30 days.
- 📝 Zero Paper Dispatching within 6 weeks.
- ⏱️ 40% Faster Job Completion.
“It’s night and day from before. Dispatch is faster, and my techs are way more confident in the field.” — Operations Manager
Reflection
Designing for real-world constraints like low connectivity and gloves-on usage was key. Next time, I’d prioritize deeper early-stage field testing.