Redefining Field Dispatch: Mobile-First & Real-Time
🚚 A mobile-first dispatch system that slashed paperwork and sped up operations.
95% Mobile Adoption
40% Faster Job Completion
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A nationwide logistics company was coordinating over 100,000 specialized moves annually using outdated methods—paper schedules, Excel sheets, and PDF forms.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.
Research & Insights
We built a digital dispatch platform optimized for field use and HQ monitoring, with:
Methods:
Findings:
Quinn D.
Dispatcher
“We lose track of where each tech is at during the day. Once they’re out, we’re basically blind.”
Taylor S.
Field Technician
“I don’t need a ton of features—just my list of jobs and a quick way to mark them done.”
Design Decisions
A look at the pivotal design decisions that shaped the experience, balancing real-world constraints with user needs.
Key UX Decisions:
Usability tests led to offline sync, larger tap targets, and UI refinements.
Outcome
The final solution included a mobile interface for technicians to track jobs, a real-time console for dispatchers, and a modular design system built for future scalability.
Impact:
Alex B.
Operations Manager
"It’s night and day from before. Dispatch is faster, and my techs are way more confident in the field."
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.