Operation Logistics.
Dispatch, without drama.
Dispatcher and ops-floor tooling redesigned to cut handover errors. A large-data internal tool that respects the speed and stakes of the work it supports.
- Sector
- Operations · Logistics
- Users
- Dispatchers · ops floor
- Scope
- Workflow redesign · UX
- Surface
- Internal web app
• 01 · The brief
The brief.
The brief: replace ten loosely-related screens with one canonical work surface. The operation was running on a tool built ten years ago, where every handover — from intake to dispatch to the floor — happened across screens that didn't share a status model.
• 02 · Context
Context.
Errors compounded silently in the legacy system. Most of them weren't human errors; they were design errors. The dispatcher saw one truth, the floor saw another, and the manager couldn't reconcile either of them with the daily report.
• 03 · The approach
The approach.
We replaced ten loosely-related screens with one canonical work surface. A unified status model, a single source of truth for any in-flight job, and explicit handover affordances at every transition. The colour system encodes status — intake, queued, dispatched, in transit, exception, completed — the same way on every screen.
• 04 · What we shipped
What we shipped.
- Dispatcher console — queue, in-flight, exceptions on one screen.
- Floor view — the same data, simplified for the people doing the work.
- Handover affordances — explicit, audit-trailed, blameless.
- Daily summary — what got moved, what got stuck, what to action tomorrow.
• 05 · Outcome
What changed.
The redesigned flow reduced silent handover errors and gave management a coherent picture of the operation for the first time. Onboarding for new dispatchers shortened from weeks to days — the screen now teaches the work.
