5 min read

Designing the tools behind every delivery

Role: Product Designer
Timeline: 2023

In brief

I designed an operations platform that brought delivery performance, driver accountability, fleet health, live tracking, and support into one connected system, replacing a workflow that depended on spreadsheets and manual reporting.

The problem

The operation was moving, but its information was standing still

Before the agency panel, delivery businesses relied on Excel sheets, spreadsheets, and manual inputs to understand what was happening. Information existed, but answering basic questions, what is active, what failed, what is late, and where attention is needed, required someone to collect and interpret it first.

Delivery outcomes were difficult to see as one operational picture.
Driver performance lived apart from the deliveries behind it.
Vehicle costs, servicing, and issues were tracked as separate concerns.
Reporting a problem and resolving it happened outside the performance view.

My role

I designed the system from delivery visibility into wider operational control

I owned the delivery and driver dashboard experiences. As the product expanded, I also designed fleet management, vehicle onboarding, live tracking, and the support workflow connecting drivers with the businesses they worked for.

Structured the dashboards around the questions operations teams needed to answer.
Designed reporting, filtering, regional comparison, and export states.
Connected driver, vehicle, tracking, and support information to the wider delivery operation.

A rough notebook spread with hand drawn low fidelity explorations for delivery dashboards, driver and fleet navigation, live tracking, and issue support. — These early sketches captured the layout questions before the interface was designed: what belongs in the overview, how deliveries connect to drivers and fleet, and what context a dispatcher needs beside the live map.

FigJam user flow showing how an operations team enters the agency panel and moves through delivery monitoring, driver performance, fleet management, and issue support. — The flow connects the four operational paths inside the agency panel: monitoring deliveries, reviewing driver performance, managing the fleet, and resolving support issues.

Swoove delivery dashboard showing success rate, active issues, revenue, delivery counts, volume breakdown, success rate, and timeliness. — Volume, performance, money, and risk sit in one hierarchy. Teams can filter by period and region, compare successful and unsuccessful outcomes, and print or download the report.

Product evolution

What began with deliveries expanded to the people and vehicles behind them

The original dashboard focused on delivery performance. Driver analytics and fleet management were added later, extending the product from reporting outcomes to understanding the resources that shaped those outcomes.

Driver performance combined delivery volume, success, punctuality, completed stops, and customer ratings.
Fleet health brought expenses, fuel, servicing, and vehicle issues into the same reporting model.
Filters and exports made each view useful for both daily monitoring and wider reporting.

Drivers + fleet

One outcome, two operational causes

A delivery can fail because of what happened on the road or because the vehicle was not ready for it. These views made both sides visible without forcing teams to judge performance from a single number.

Driver dashboard with ratings, reviews, top drivers, delivery outcomes, punctuality, completed stops, and customer ratings. — Operational results and customer feedback create a more complete performance picture.

Fleet dashboard showing fuel and servicing expenses, vehicle servicing, and resolved, pending, and overdue issues. — Costs, servicing, and issue status reveal the condition of the assets behind each delivery.

Vehicle onboarding

A VIN became the starting point for a reliable vehicle record

Businesses could register motorcycles, cars, pickups, vans, and trucks using a vehicle identification number, then connect each record to tracking, servicing, expenses, and reported issues.

Vehicle registration flow asking the user to select a vehicle type and enter a VIN. — Users can decode a VIN or continue with manual entry.

Vehicle registration flow retrieving information from a VIN. — The decoding state makes the system's work visible before the form is populated.

Live operations

The experience moved from reporting the past to understanding what was happening now

The tracking workspace paired a searchable driver list with a live map. Selecting a driver opened the route history and the operational details needed to understand their current state.

Live tracking map with a searchable list of drivers and their driving or stopped status. — Dispatchers can scan the operation, search for a driver, and see who is moving or stopped.

Driver tracking timeline showing a mapped route, driving and idle time, speed, phone battery, and remaining fuel. — The detailed view connects route events to speed, battery, fuel, contact, and idle time.

Support ticket interface showing issue category, reporter details, contact actions, delivery code, priority, and resolve action. — Drivers could raise issues while operations teams reviewed context, set priority, contacted the reporter, and resolved the ticket inside the same system.

Across the operation

The agency panel connected to the work happening in the field

A companion mobile trip view organised active stops in sequence and prevented later stops from being completed out of order, carrying the operational model beyond the web dashboard.

Mobile trip screen showing active pickup and delivery stops in sequence, with later stops locked until previous work is completed. — The mobile experience keeps the driver's next action clear while protecting the delivery sequence.

What the work established

The dashboard became the beginning of an operating system, not the end of a report

The designed experience brought five connected capabilities into one product direction: delivery visibility, driver accountability, fleet management, live operational awareness, and structured issue resolution.

Visibility: understand volume, performance, revenue, and risk.
Accountability: evaluate drivers using outcomes, timeliness, and customer feedback.
Asset control: monitor expenses, servicing, and vehicle issues.
Response: locate drivers, inspect their state, and resolve support tickets.

Evidence still needed before publishing: verified rollout status, user adoption, reporting time before and after, issue resolution time, and the scale of businesses, deliveries, drivers, and vehicles using the system.

Reflection

Operational visibility only matters when it helps someone decide what to do next

This project taught me that a logistics dashboard cannot stop at showing totals. The stronger product connects an outcome to the driver, vehicle, route, and issue behind it, then gives the team a way to respond without leaving the system.

With more time, I would validate which metrics drive daily decisions and remove anything that only looks impressive.
I would test the full path from noticing an anomaly to contacting a driver and resolving the issue.
I would define success measures around reporting effort, response time, on time performance, and confidence in operational data.

The system behind every delivery.