A driver app that dispatchers refused to touch
Harven Logistics had an internal mobile app built by a contractor 18 months prior. Field drivers used it daily but the dispatch team — who needed to reassign jobs in real time — avoided it entirely and reverted to phone calls. The core issue was not missing features. The information hierarchy made time-sensitive decisions feel impossible to execute quickly.
We spent the first two weeks embedded with the dispatch team, mapping every decision they made during a shift and the data each decision required. The redesign reorganised the entire job-management flow around urgency tiers rather than job type. Dispatchers could see at a glance which assignments were at risk without scrolling through a flat list.
"The previous version had all the right data — it just made you work to find it. After the redesign, the dispatch team adopted it within the first week. That was the real test."