Understanding the Operational Landscape - Before exploring solutions, I partnered closely with the Product Owner and cross-functional team to understand how NEMT providers managed scheduling, dispatch, routing, billing, and driver operations. Our objective wasn't simply to redesign an interface—it was to identify the operational bottlenecks that had the greatest impact on efficiency and service delivery. We conducted stakeholder interviews with operations managers, dispatchers, and drivers, complemented by competitive analysis and workflow mapping to understand how trips were coordinated from booking through completion. Key Insights: - Manual scheduling and dispatch created significant delays, particularly during peak operating hours. - Providers relied on fragmented systems for fleet management, billing, communication, and compliance, resulting in duplicated work and limited operational visibility. - Dispatchers needed faster access to critical information, while drivers required simple, mobile-first workflows that minimized distractions on the road. - Given the varying levels of technical proficiency among users, simplicity and ease of use were essential for product adoption. These insights became the foundation for every product and design decision that followed. Defining the MVP - Working closely with the Product Owner and engineering team, we translated our research into a focused MVP that addressed the highest-value operational challenges while remaining achievable within our delivery timeline. We prioritized features that would have the greatest day-to-day impact on transportation providers, including: - Intelligent scheduling and dispatch - Real-time fleet tracking - Driver mobile workflows - Automated billing and invoicing More advanced functionality was intentionally deferred to future releases, allowing us to validate the core workflows with users before expanding the platform. Design Exploration & Validation - I translated the prioritized workflows into low-fidelity wireframes to rapidly explore interaction patterns and validate ideas with stakeholders before investing in visual design. Following early feedback, I developed high-fidelity interactive prototypes in Figma that simulated key operational workflows, including trip scheduling, dispatch management, fleet monitoring, billing, and the driver mobile experience. This iterative approach helped the team align on product direction early while reducing rework during development. Iterating with Users - Throughout the project, usability testing remained an integral part of the design process. I conducted multiple rounds of testing with dispatchers, drivers, and operational stakeholders to evaluate usability, validate assumptions, and uncover opportunities for refinement. Each iteration informed improvements to navigation, information hierarchy, workflow efficiency, and interaction patterns, ensuring the final experience balanced operational complexity with ease of use while meeting both user needs and business objectives.