Sr. Product Designer
Design research, UX & UI, testing
UX & UI Designer
zinier.com
The initial version of dispatch console was designed with legacy technology that come along with some technical constraint. The product team was aware of the necessity to update this features. Now, as Zinier acquired more clients, it's perfect time for product team to revisit and enhance these features from user experience and technology.
Dispatcher
šµāš« High Cognitive Load
The dense calendar view forced dispatchers to visually scan rows and time blocks with minimal contextual cues.
š„ Disjointed Workflow
Open tasks, recommendations, and schedules lived in separate UI components. There was no intuitive way to link a task to the best match technician without switching to other page or performing manual matching.
š» Missing Technician Context
Key decision factors like location and skill where not show. This forced dispatchers to rely on memory or switch to other page to find the information.
To fully understand the dispatchersā pain points, workflows, and confirming our assumption, I did some research activity:
Dispather life cycle taken from the interview and observation
Problem: The process of assigning tasks to technicians is slow confusing layout and lack of supported information.
Opportunity: Design a console that reduces mental load and speeds up task assignment by giving dispatchers the right information at the right time in one place.
Problem: Dispatchers have little to no visibility into real-time constraints in the field, making it hard to assign the right technician.
Opportunity: Show technician status, live alerts, and field conditions like weather and proximity, helping dispatchers make faster, more informed decisions without chasing information.
Need: When thereās a flood of requests, the system canāt keep up, leaving dispatchers overwhelmed and prone to errors.
Opportunity: Introduce a feature that helps dispatchers assign tasks in bulk if possible, allowing them to move faster.
1st image: An integrated map view displays exact task locations, make it easier to assign task based on technician location.
2nd image: Technician information show online/offline presence, current shift, and status.
3rd image: Task cells have weather indicators to flag potential impact on outdoor jobs, along with other clear visual cues for task progress.
Dispatch console was designed and build in 3 months and quickly become the main features from Zinier platform.
The console significantly enhances dispatcher efficiency and speed. Its new design is not only user-friendly but also come with minimal learning curve, thanks to the simple functionality making it easy to understand and use for existing or new user.
Read more about this in Zinier website
Zinier website 2025
Other Works
Redesigning "Buy Now Pay Later" App ExperiencePace Enterprise Singapore ⢠10 min read
Designing AI Models BuilderZinier Singapore ⢠5 min read
Simplifying Wealth: Redesigning Additivās Client PortalAdditiv ⢠5 min read
How to Design a Digital Marketing SimulatorNovela Ltd UK ⢠5 min read
Designing a Real-Time, Intelligent Dispatch ExperienceZinier Singapore ⢠5 min read
Designing Wealth Management Service for South East AsiaAdditiv Singapore ⢠3 min read
Designing the first Singapore's First Digital Wealth Advisory ServiceCrossbridge Capital ⢠3 min read
Designing Employee Engagement ExperienceStandard Chatered ⢠2 min read