Road Service Dashboard

Overview

When a truck breaks down mid-route, the repair bill is the smallest part of it. There's the missed delivery, the stranded driver, and the schedule changes that ripple out across the fleet. I designed the incident management system that gets drivers back on the road faster.

The Problem

When a truck breaks down on the road, multiple teams need to coordinate fast, and the legacy system made that nearly impossible. Incident status meant something different depending on which team you asked. Ownership changed hands without a clear handoff. Urgent cases competed visually with low-priority ones, so the cluttered interface was hard to scan under pressure, and critical workflows were spread across multiple tools with no shared sense of priority or next action. Every delay in triage meant a stranded driver, a missed delivery, and rising costs.

Process

1. Shadowed incident response workflows across dispatch, maintenance, and roadside support teams, documenting where coordination broke down under time pressure.
2. Defined 40+ operational use cases with product, engineering, and business analysts, mapping the full incident lifecycle from detection to resolution.
3. Designed explicit ownership and status indicators at the dashboard level — replacing ambiguous states with clear visual hierarchy that surfaced priority at a glance.
4. Created streamlined triage views that reduced context switching, allowing teams to act on incidents without navigating between multiple tools.

Key Decisions

Outcome

Delivered a centralized incident dashboard that reduced triage time and improved cross-team coordination. Manual follow-up dropped off significantly once status and ownership became explicit and visible to everyone involved. The bigger lesson, honestly, was that clarity beats density in high-pressure operations. Most of the decisions that actually helped here were about what to cut, not what to add.