Messaging groups
Messaging groups
But smarter
But smarter
But Smarter
Experience growth through innovative digital marketing designed to reach, inspire, and deliver results.
My role
UI/UX designer
Contains
End to end UI/UX of the initiative
Team
5 Developers, 1 PM, 1 PO
40%
Cleaner inbox with driver-focused chat threads
30%
Quicker response time
What did I do?
Problem identification
WHY IS THERE SO MUCH MISCOMMUNICATION between the personas?!
Problem identification
WHY IS THERE SO MUCH MISCOMMUNICATION between the personas?!
Problem identification
WHY IS THERE SO MUCH MISCOMMUNICATION between the personas?!
Random vehicle allocation
Vehicle are sometimes allocated to dispatchers based on factors like location, type of goods, or fleet category.
Random vehicle allocation
Vehicle are sometimes allocated to dispatchers based on factors like location, type of goods, or fleet category.
Random vehicle allocation
Vehicle are sometimes allocated to dispatchers based on factors like location, type of goods, or fleet category.
Multi-tracking
Multiple dispatchers may need to track the same asset at any given time.
Multi-tracking
Multiple dispatchers may need to track the same asset at any given time.
Multi-tracking
Multiple dispatchers may need to track the same asset at any given time.
unknown drivers
Dispatchers may not always know the drivers assigned to each asset.
unknown drivers
Dispatchers may not always know the drivers assigned to each asset.
unknown drivers
Dispatchers may not always know the drivers assigned to each asset.
frequent driver changes
Drivers often change for a specific asset once a trip is completed.
frequent driver changes
Drivers often change for a specific asset once a trip is completed.
frequent driver changes
Drivers often change for a specific asset once a trip is completed.
User research
analysing user needs
User research
Analysing user needs
User research
Analysing user needs
1.
What they say
Dispatchers described their days as a constant juggling act of keeping everyone updated through manual, repetitive messages, trying to remember who’s driving which vehicle, all while an endless stream of new messages keeps pouring in.
On the other side, drivers shared how multiple dispatchers often ask them the same questions, and because they can’t respond while driving, messages pile up. By the time they stop, replying to everything becomes a mini task in itself, sometimes even causing more delays.
2.
What It Means Structurally
For dispatchers, fragmented tools, limited visibility into driver assignments, and the need to constantly update multiple people create a cycle of manual effort and repeated communication.
For drivers, repetitive inquiries, unclear points of contact during crises, and scattered updates lead to cognitive overload, delayed responses, and missed information.
3.
Where It Happens in Practice
For dispatchers, a single update triggers multiple tool switches, manual lookups, and repetitive messages across chats turning a quick check-in into a time-consuming sequence of steps.
For drivers, unclear points of contact, duplicated status updates, and back-and-forth hand-offs lead to delays and unnecessary coordination during trips.
1.
What they say
Dispatchers described their days as a constant juggling act of keeping everyone updated through manual, repetitive messages, trying to remember who’s driving which vehicle, all while an endless stream of new messages keeps pouring in.
On the other side, drivers shared how multiple dispatchers often ask them the same questions, and because they can’t respond while driving, messages pile up. By the time they stop, replying to everything becomes a mini task in itself, sometimes even causing more delays.
2.
What It Means Structurally
For dispatchers, fragmented tools, limited visibility into driver assignments, and the need to constantly update multiple people create a cycle of manual effort and repeated communication.
For drivers, repetitive inquiries, unclear points of contact during crises, and scattered updates lead to cognitive overload, delayed responses, and missed information.
3.
Where It Happens in Practice
For dispatchers, a single update triggers multiple tool switches, manual lookups, and repetitive messages across chats turning a quick check-in into a time-consuming sequence of steps.
For drivers, unclear points of contact, duplicated status updates, and back-and-forth hand-offs lead to delays and unnecessary coordination during trips.
1.
What they say
Dispatchers described their days as a constant juggling act of keeping everyone updated through manual, repetitive messages, trying to remember who’s driving which vehicle, all while an endless stream of new messages keeps pouring in.
On the other side, drivers shared how multiple dispatchers often ask them the same questions, and because they can’t respond while driving, messages pile up. By the time they stop, replying to everything becomes a mini task in itself, sometimes even causing more delays.
2.
What It Means Structurally
For dispatchers, fragmented tools, limited visibility into driver assignments, and the need to constantly update multiple people create a cycle of manual effort and repeated communication.
For drivers, repetitive inquiries, unclear points of contact during crises, and scattered updates lead to cognitive overload, delayed responses, and missed information.
3.
Where It Happens in Practice
For dispatchers, a single update triggers multiple tool switches, manual lookups, and repetitive messages across chats turning a quick check-in into a time-consuming sequence of steps.
For drivers, unclear points of contact, duplicated status updates, and back-and-forth hand-offs lead to delays and unnecessary coordination during trips.
Solution ux
how do we keep both the personas happy?
Solution ux
how do we keep both the personas happy?
Key things to handle
Main Quest
Features
Drivers switch frequently
Drivers switch frequently
A hands-free communication system that is simple and intuitive to use.
A hands-free communication system that is simple and intuitive to use.
Everyone’s juggling tools
Everyone’s juggling tools
Coordinating in real time is messy
Coordinating in real time is messy
Adding additional tasks for the dispatcher won't scale
Adding additional tasks for the dispatcher won't scale
solution ux
How do we keep both the personas happy?
Key things to handle
Features
Drivers switch frequently
Drivers switch frequently
Multiple dispatchers track the same vehicle
Multiple dispatchers track the same vehicle
Everyone’s juggling tools
Everyone’s juggling tools
Coordinating in real time is messy
Coordinating in real time is messy
Adding additional tasks for the dispatcher won't scale
Adding additional tasks for the dispatcher won't scale
Main Quest
Some ideation based on the focus area
Providing emergency contacts in the app to contact the user quickly
Providing emergency contacts in the app to contact the user quickly
Asset based group conversation
Asset based group conversation
Send info to all at once (broadcast)
Send info to all at once (broadcast)
Quick selecting chats to reply with the same message
Quick selecting chats to reply with the same message
Key things
to handle
Drivers switch frequently
Multiple dispatchers track the same vehicle
Everyone’s juggling tools
Coordinating in real time is messy
Adding additional tasks for the dispatcher won't scale
Main Quest
Some ideation based on the focus area
Some ideation based on the focus areas
Providing emergency contacts in the app to contact the user quickly
Providing emergency contacts in the app to contact the user quickly
Asset based group conversation
Asset based group conversation
Send info to all at once (broadcast)
Send info to all at once (broadcast)
Quick selecting chats to reply with the same message
Quick selecting chats to reply with the same message
Final experience
Final experience
Here's how we solved the problem
Here's how we solved the problem
Our design process focused on creating a self-managing communication layer that adapts as people and vehicles change.
FINal experience
Here's how we solved the problem
Our design process focused on creating a self-managing communication layer that adapts as people and vehicles change.
