SafetyBoss’s current system does not support efficient processing, as it relies heavily on telephone calls, text messages, and emails to receive and service orders. Additionally, a disconnect is emerging between customers and dispatchers, creating a knowledge gap that leads to frustration on both sides of the communication.
The focus of this project to design a user-friendly interface to streamline the intake of customer orders while reducing the number of communication streams within the dispatch workflow. By supporting both sides of the communication chain, the proposed system will contribute to a more efficient and reliable operational process.
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SafetyBossHub is a web application that allows customers to order services from SafetyBoss in a concise and straightforward manner. Internally, SafetyBossHub streamlines the order processing by collecting complete details at once and automating updates. This system relieves frustrations experienced by customers and dispatchers by centralizing information and reducing the number of communication tools to fulfill an order.
To define the problem, I used four research methods. I synthesized the findings from ethnographic observation and user interviews into a journey map to visualize the full end-to-end service experience across SafetyBoss's four key stages: Service Needed, Order Request, Confirmation, and Dispatch Job.
The map surfaced touchpoints, tasks, and emotional states at each stage and revealed a larger problem at the heart of the service: dispatchers lacked the tools and resources to serve customers effectively.
Early sketches focused on structure and layout to establish the core flows for both customers and dispatchers before any visual direction was defined.
With the core flows in place, I began testing. Feedback at this stage revealed opportunities to apply stronger design principles and improve clarity across the screens.
Drawing on feedback from peers and stakeholders, I developed a comprehensive design system to ensure consistency and pattern recognition across the entire product. Each iteration was validated with users, resulting in a polished interface that is intuitive and cohesive from screen to screen.
Customers have access to live order status updates, quick order actions, full order history, and account settings.
Staff have access to a full order overview, client and employee lists, a Gantt chart schedule, and tools to manage assignments within each order.
One of the core communication challenges was the endless back-and-forth of open messaging threads with no clear structure. SafetyBossHub replaces this with a system-based activity log tied directly to each order. Every change, update, and note lives within the order it belongs to, giving dispatchers a clear, traceable record without digging through threads. Customers receive push updates that signal progress, keeping them informed without follow-up.