The legacy system created fragmented workflows across dispatch, drivers, billing, and compliance. Routing was messy, driver workflows were rigid, billing and manifests were disconnected, and usability was poor for both dispatchers and field workers. The real challenge was designing for unpredictable field conditions — closed facilities, overflow waste, no waste — while maintaining strict compliance documentation and chain of custody requirements.
We led the end-to-end product design including product architecture, UX flows, system modeling, interface design, and functional prototyping. Also built the working prototype to validate real workflows. Used Figma for early flow validation, then built functional UI iteratively with real operational feedback from dispatch teams and drivers.
Designed a three-part ecosystem: an Admin Portal as the central command center for routing, scheduling, billing, and compliance; a Client Portal giving healthcare facilities transparency into manifests, invoices, and service history; and a Driver App with step-based service workflows optimized for speed and clarity in field conditions. Key UX decisions included inventory verification before route start, dynamic service status handling, and stop detail prioritization so drivers see critical info first.
Designing logistics software requires a different mindset than typical consumer products. The real challenge is balancing simplicity for field workers, operational control for dispatch, and strict compliance requirements. Great operational software is less about screens and more about designing reliable real-world workflows.