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%.

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%.

95% Mobile Adoption

40% Faster Job Completion

design pic
design pic

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A nationwide logistics company was coordinating over 100,000 specialized moves annually using outdated methods—paper schedules, Excel sheets, and PDF forms.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.

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.

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.

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.

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:

Shadowed dispatchers and rode along with technicians

10+ contextual interviews

Shadowed dispatchers and rode along with technicians

10+ contextual interviews

Spotty Connectivity: Offline access was critical

Simplicity First: Field techs wanted less clutter, clearer visibility

Visibility Gaps: Dispatchers needed real-time insights

Findings:

Spotty Connectivity: Offline access was critical

Simplicity First: Field techs wanted less clutter, clearer visibility

Visibility Gaps: Dispatchers needed real-time insights

design pic
design pic

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

Mapped Workflow

Dispatch → Technician View → Progress → Completion Sync

Key UX Decisions:

📅 Simplified daily scheduling

📅 Simplified daily scheduling

🗂️ Job cards with detailed instructions

🗂️ Job cards with detailed instructions

👆 One-tap status updates

👆 One-tap status updates

📈 Dispatcher dashboard for live monitoring

📈 Dispatcher dashboard for live monitoring

Usability tests led to offline sync, larger tap targets, and UI refinements.

design pic
design pic

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

⏱️ 95% Mobile Adoption within 30 days

📝 Zero Paper Dispatching within 6 weeks

📝 Zero Paper Dispatching within 6 weeks

⏱️ 40% Faster Job Completion

⏱️ 40% Faster Job Completion

design pic
design pic

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.

Designing with purpose, clarity, and real-world impact. Rooted in research. Guided by systems. Delivered with care.

luis@luiscielak.com

Designing with purpose, clarity, and real-world impact. Rooted in research. Guided by systems. Delivered with care.

luis@luiscielak.com

Designing with purpose, clarity, and real-world impact. Rooted in research. Guided by systems. Delivered with care.

luis@luiscielak.com