Tucker.Love

Business Problem

There is a high turnover in the dispatch teams at each city
Training new shift managers on tools each time they are hired is not scalable
Each city that has a loss in team members instantly decreases revenue
The internal tools are too complex and do not give enough visibility to what is going on

The Shift Managers (Dispatchers) have to use 5 unintegrated tools to manage their day
The ability to get charged scooters back to the users is a guessing game
Training new shift managers on tools each time they are hired is not scalable
The deployment team is "doing their own thing" because they know better than the new shift managers

There is a high turnover in the dispatch teams at each city
The internal tools for both dispatchers and the field team are not effective
The ability to get charged scooters back to the users is a guessing game
Training new shift managers on tools each time they are hired is not scalable
Each city that has a loss in team members instantly decreases revenue
The internal tools are too complex and do not give enough visibility to what is going on
The deployment team is "doing their own thing" because they know better than the new shift managers

‍

‍

The demand for the scooters in 2019 and early 2020 was extremely high but finding talent to deploy scooters was a challenge
The scooter company who was able to get the scooters places at the right location, at the right time with the highest charge would make the most profit
The opportunity was to improve BOTH the mobile app for the deployment team and the Admin tool for the shift manager (AKA dispatcher)

Going out in the field each morning with the crew was ENLIGHTENING!
The men and women loading the vans with scooters and placing them through the city had a better idea of how to make a profit than the founders and managers
The founders were busy working on a new line fo scooters that have swappable batteries so the entire scooter did not need to be transported
The new deployment tool had to be future-proofed for the swappable batteries and any asset that needed to be rented on the Spin app

‍

Get a clear idea of each field team/warehouse role by creating a tactical persona deck
James was assigned to the comfy corporate office but quickly realized he needed to be at the dispatch warehouse
James rented a scooter to visit the warehouse and met the team - with lots of office snacks!
The shift manager introduced James to everyone and said the 5AM shift is "where shit happens"
After they loaded the scooters, James would conduct user testing with the shift managers and get feedback on the deployment tool

Dispatch application that was intuitive and required little to zero training to use
Dispatch application that reduced eye-strain for dispatchers who were working in dark warehouses and on screen for 8 - 10 hours a day at all times of the day.
Mobile deployment redesign that fixed the bad scooter loading issue
Mobile app that can be used with one hand and better usability to reduce human errors
James created mobile Figma prototypes and would take them to the field team before their shift started to get feedback
This would happen every two weeks since he had to make updates and then show the product manager and make sure this technically could be implemented

‍

The dispatch tool allowed them to cancel two other software subscriptions
The dispatch tool increased productivity and minimized lost scooters from 10 a day to 2 a day
Training went from 3 full days to 4 hours
The mobile app redesign allowed field teams to deploy scooters three times faster than before

‍