Modernizing a nationwide fleet workforce
Replacing legacy dispatching software with an intuitive system that scaled across the country.
Overview
The client was a nationwide traffic control company whose dispatch system had not kept pace with the business. Dispatchers, Office Managers, and Project Managers were working around the tool instead of with it. I led research, design, and delivery of a replacement built around how their teams actually worked.
Research
I started with stakeholder interviews, then traveled to branches for contextual research with five users across roles. Watching people do their jobs surfaced problems that hadn't been named and validated the ones that had. User interviews established priorities: batch SMS confirmations to traffic controllers, fewer steps in daily workflows, and the ability to reassign TCs from previous jobs without rebuilding records. Competitor analysis informed the design direction.
Design
I mapped user flows for the highest-friction paths before moving into lo-fi prototypes. Stakeholder feedback cycles kept the work moving and grounded. The final designs streamlined the core dispatch workflow and delivered the features users asked for most: batch messaging, quick-access order links, integrated employee incidents, FAS equipment tracking, TC reassignment from prior jobs, and driver designation for legal compliance.
Rollout
The system launched in Southern California offices before going nationwide. Starting regionally let us catch issues early and build confidence before scaling. It replaced years of legacy software and gave every branch a faster, clearer way to manage their workforce.