Case Study
Redefining Field Dispatch: Mobile-First & Real-Time
🚚 A mobile-first dispatch system that slashed paperwork and sped up operations.
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%.
Hear the highlights
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A nationwide logistics company was coordinating over 100,000 specialized moves annually using outdated methods—paper schedules, Excel sheets, and PDF forms.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.
Challenge
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
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.
Mapped 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.
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:
⏱️ 95% Mobile Adoption within 30 days
📝 Zero Paper Dispatching within 6 weeks
⏱️ 40% Faster Job Completion
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. Prioritizing early-stage field testing was crucial for the success of the project.
