Operation Logistics.
Dispatch, without drama.

• 01 · Overview

Overview.

Internal dispatch and ops-floor tool for a large-data logistics operation spanning 1,000+ sites. Role: principal product designer, leading workflow redesign in partnership with operations leadership and engineering.

• 02 · Challenge

The challenge.

High error rates compounded silently in legacy screens. Dispatchers saw one truth, the floor saw another, management saw a third in the daily report. Most weren't human errors — they were design errors at every handover.

• 03 · Process

Process.

Workflow audits across three sites, including a full ride-along with dispatchers across two shifts. Mapped the legacy status model, then re-derived a single source of truth aligned with operational reality. Integrated the design system with engineering tokens for cohort views and mobile-responsive surfaces.

• Three-site workflow audit + dispatcher ride-alongs
• Status-model derivation aligned with ops reality
• Design-system integration shipped with engineering

• 04 · Solution

Solution.

One canonical work surface replacing ten loosely-related screens. Unified status grammar — intake, queued, dispatched, in transit, exception, completed — encoded in colour the same way on every view. Explicit, audit-trailed handover affordances. Cohort views for management, mobile-responsive for the floor.

• Dispatcher console — queue, in-flight, exceptions on one screen
• Floor view — same data, simplified for the people doing the work
• Handover affordances — explicit, audit-trailed, blameless
• Daily summary — what moved, what stuck, what to action tomorrow