1. Understanding the current application

For about 2 weeks I sat with the client and was trained on how to use their current system. I learned the primary goals for the dispatcher to get a better understanding of where we needed improvements.

2. Define users’ motivations, needs, and frustrations when using the FOCUS application.

The end users use this tool 9 to 5, five days a week, and is critical in managing their customers so eliminating frustrating issues that made the old tool clunky and completely outdated was a high priority. I went over preliminary sketches to gain feedback. I asked questions on what is improved, taking a step back, and what we need to add.

3. Discuss different scenarios for customers and dispatchers.

Driver routes needed to be tracked for better efficiency, but the old system was impossible to see the times with the stops on the map. We went over different routes and compared them.

4. Listed the competitor's strengths and weaknesses.

I carefully went over the competitor's applications and listed what works and what doesn't and what matched the client's needs.

5. Working in an agile environment.

I sat with the engineers and the project manager daily to review using excel, whiteboard, and sticky notes to list priorities and draw up quick wireframes to illustrate ideas for the flow.