From Customer to Driver to Dispatcher and on through to the Customer Service Representatives, this is the question on everyone’s mind. A mantra, a slogan, and a literal part of the official Dispatch marketing guidelines, this is the question Dispatch answers.
But the answer wasn't always as clear as it could be. Dispatch turned to us to help them design an experience that enhanced visibility into delivery progress for every user.
Having a clear understanding of the different users is crucial when building applications. The Dispatch product choreographs a complex sequence of events for users across the country. Our team spent several days in workshops with the product team from Dispatch to develop a deep understanding of the different types of Dispatch users. This knowledge of the nuances of each user perspective formed the foundation of our design approach.
Analyzing an entire system screen-by-screen can be daunting, but we enjoyed poring over the entirety of the Dispatch system so we could understand it from top to bottom.
At Foundry, our audits aren't just looking at the visuals. Audits allow us to assess application growth areas based on product design best practices. Once completed, we synthesized our recommendations into small, medium, and large-scale changes that would improve the overall user experience of the product.
Hearing about a user's experience is one thing, seeing it in action is entirely different. We spent several days conducting contextual inquiries with a variety of users within the Dispatch ecosystem. This critical step in our process offers unbiased insight into users needs, obstacles, and behavior. From this close range, we can better understand how tasks are completed and identify hinderances that inhibit productivity, all without requiring the participant to conceptualize their own pain points.
Drivers are the linchpin of the entire Dispatch ecosystem. Before drivers can do their job, they need to be able to see what, when, and where orders are needed. The original app required drivers to be familiar with their geographic region, from urban neighborhoods all the way to outer ring suburbs. To solve this issue, we worked with Dispatch to design an interface that places a map front and center in the experience.
The number one priority of the Customer Service Representatives is to make sure everything is running smoothly. With thousands of orders happening simultaneously all over the country, they needed a way to get a birds-eye view of the orders. The system we designed allows them to not only view and manage orders, it also surfaces orders that are predicted to have issues before they became a problem. This approach allows Customer Service Representatives to proactively address problems before they become mission critical emergencies.
"Our product team is always ready to jump into the fray to help our clients wherever or whenever support is needed. But we couldn't do it without the dedicated partnership and open working relationship of our clients. Partnering with Dispatch’s rapidly growing, immensely passionate team was no exception. It was a pleasure, not to mention lot of fun, assisting Dispatch in tailoring their product to better suit the wide range of user needs."