I was hired to modernize a decade old software used by New York MTA and to design new features to empower dispatchers to keep routes on time.

Dispatchers oversee the scheduling and routing of vehicle fleets. They monitor traffic conditions, track vehicle locations, and communicate with drivers to ensure efficient movement of passengers.

Designed a modern web-based Dispatch System with essential features. Conducted user interviews with dispatchers to uncover pain points and analyzed existing workflows for inefficiencies. Collaborated closely with developers to translate designs into functional software.

Dispatchers face high pressure due to tight schedules and desperately needed essential upgrades, notably a map for vehicle tracking and route visualization, real-time alerts for emergencies, customizable workspaces tailored to their preferences, and swift action capabilities to address issues promptly.

Legacy software lacked critical features

Dispatchers used an outdated map to track vehicles

In the previous workspace, finding information quickly was difficult

This was our most difficult project. The design process is never linear and requires constant re-evaluation, with unforeseen challenges, compromises, and moments of frustration. Despite our best intentions, technical limitations and looming deadlines forced us to make tough decisions on complex problems.

I visited the New York MTA headquarters with my PM to conduct interviews with Dispatchers. The interviews provided invaluable insights into their daily tasks, challenges, and frustrations. By engaging with dispatchers, we we able to understand their workflow, validate assumptions about their needs and prioritize features. We had two objectives:

1. Gain a comprehensive understanding of dispatchers' workflow.
2. Identify pain points dispatchers encountered while using the legacy software.

1. Improved Productivity: reduction in trip delays and quicker response times.
2. New User Onboarding Efficiency: reduced training time and increased user confidence.
3. User Satisfaction: Dispatchers reported higher levels of satisifaction.

Jason Gu

Director of Engineering at STANLEY Security

"Vahid is one of the most experienced UX designers I have ever worked with, he is smart and a fast learner, I can always count on him to produce quality output in a very short time. He's a great asset to the team and as always we can move on quickly with design. I would highly recommend him as top product designer."