UX for order management and fleet communication

The project team received agreed UX concepts and specifications for order management and fleet communication. They described the intended behaviour of the Order and Connect modules, including changes and error cases.

My role: Senior UX Consultant · Freelance via Ray Sono
Collaboration: RIO / Ray Sono · Product Management, UX & development
My contribution: UX concepts, interaction design & specifications

RIO Order tour overview with delays, vehicles and details of a selected tour — Order · Historical design: tour status and details in the same working context.

Connecting orders, status and communication

Situation

RIO aimed to support work between dispatchers and drivers digitally. Orders, tours, vehicles and messages needed to fit together, including during delays, changes and errors.

Role and responsibility

As a freelance Senior UX Consultant via Ray Sono, I was responsible for UX concepts and specifications for Order and Connect, working with the project’s Product Management, UX team and development.

Approach

I translated operational processes into user flows, wireframes and interaction details for monitoring tours, understanding status changes and communicating with drivers. Exceptions and failed messages were also documented and coordinated with the team.

Result

Detailed UX concepts and development specifications were created for two central modules, making the relationships between orders, status information and communication concrete.

01 Order

Turning complex order workflows into a clear interface.

I developed the process from planning to completion and translated it into flows and interfaces. The overview highlights delays and shows tour details without losing sight of other orders.

With product and development, I also clarified exceptions such as a rejected tour or completion with unfinished tasks. This specified which state the interface should show and when a response was needed.

02 Connect

Connecting communication to the workflow.

For Connect, I organised communication around vehicles, drivers and groups. Messages retained their operational context, with driver changes also visible in the conversation.

RIO Connect with fleet structure, vehicle conversations and a message thread containing a vehicle photo — Connect · Historical messaging design with vehicle context, groups and conversation history.

Interaction details were part of the work: a failed message gets a clear notice and an immediate “Send again” action. I detailed these states for coordination with development.

RIO Connect with a message-not-sent warning and Send again action directly in the conversation — Interaction design · Error notice and retry within the conversation. Original design from the project archive.

03 Collaboration

Making UX decisions concrete for development.

As Senior UX Consultant, I was responsible for the two modules' concepts and specifications, coordinating them with the Product Owner, Lead UX Designer and developers.

User flows, wireframes, interaction details and Jira specifications made the intended behaviour explicit, giving the team a shared basis for discussing workflows and implementation.

Outcome & contribution to RIO

A concrete UX foundation for two central modules.

The product team received aligned flows, interfaces and specifications for two central modules. Key UX decisions were made explicit for further development, including changes and error states.

01 · Product understanding

Relationships clarified

Tours, orders, status changes and communication were described as connected flows.

02 · User guidance

Decisions made tangible on screen

Interfaces showed how dispatchers could spot deviations, view details and handle messages.

03 · Development

Behaviour specified

Flows and interaction details clarified requirements, including errors and exceptions.

Project focus: UX concepts and specifications for Order and Connect.