ARUNYELISETTI

Case study 02 · Field operations · Mobile + web

Get the issue to the right help.

A field escalation system for a major beverage company, designed for drivers who needed help quickly and support teams who needed accurate information.

Role
Senior UX designer
Focus
Field reporting, triage, and operational analytics
Scope
Research, UX, UI, mobile, web, and handoff
Delivery
Rapid design sprint with product and stakeholders
FIELD / ROUTE 04A small signal should not become a big delay.
01 · DRIVERIssue capturedStructured report · Offline ready
02 · SYSTEMContext routedCategory · Location · Priority
03 · SUPPORTResponse in motionAssigned · Visible · Measurable
30%

reduction in delivery time delays

90%

accuracy in escalation data

25%

decrease in driver distractions

01 · The problem

A text message was carrying too much operational risk.

Drivers reported delivery issues by sending a message in a strict pattern. Support staff interpreted the message, re-entered the details, and coordinated a response. One missed field could delay the entire chain.

The experience also had to survive limited connectivity and remain simple enough to use during a demanding route.

02 · Approach

Design the whole response, not only the report.

  1. 01

    Discover

    Map the field reality and business constraints

  2. 02

    Research

    Learn from drivers and support teams

  3. 03

    Define

    Prioritize confidence, speed, and recovery

  4. 04

    Design

    Connect mobile capture to web response

  5. 05

    Deliver

    Document states, analytics, and handoff

03 · Research

Two sides of the same delay.

Research with more than 120 drivers and support staff revealed a connected problem. Drivers struggled to format reports and recover them later. Support teams spent time correcting information and managing parallel requests.

The evidence moved the project from a simple form redesign to a coordinated mobile and web service.

75%

of drivers struggled with the strict text format

60%

encountered locations without reliable internet

55%

of support staff struggled to manage multiple issues

Optional depth

Open the evidence behind the product decisions.

01The field constraint

Drivers were reporting issues while moving through time-sensitive delivery routes. Any interaction that demanded memory, precision, or repeated typing competed with the real job.

  • Strict text patterns were easy to mistype
  • Connectivity could disappear mid-report
  • Support updates were difficult to find later
02The support constraint

Support teams copied incoming messages into another system, interpreted incomplete information, and managed several open problems at once.

  • Manual re-entry introduced avoidable errors
  • Unstructured reports slowed categorization
  • High ticket volume made priority hard to scan
03The product decision

The solution could not be a mobile form alone. It needed a reliable handoff from field capture to a support workspace, with visible status at both ends.

  • Driver-friendly structured input
  • Offline SMS fallback and later synchronization
  • Automatic routing, alerts, and reporting
Research empathy map for drivers using the field escalation system
Research translated field pressure into concrete interaction requirements.

04 · Define

Fast to report. Easy to trust. Ready to recover.

01

Capture

Replace fragile text syntax with structured input, barcode support, and a short path to submit.

02

Continue

Preserve the report when connectivity drops, then use SMS or synchronization as the fallback.

03

Close the loop

Keep ticket status visible to drivers while support teams triage, assign, chat, and measure response.

05 · Mobile experience

One-handed clarity under real pressure.

Mobile screens reduce memory work, make status immediately legible, and preserve a path forward when the network cannot. Low fidelity testing kept the focus on task sequence before visual detail.

03 views

01A direct entry point prepares drivers to report an issue without extra navigation.
02Status, ticket detail, and issue creation use the same compact visual language.
03Low fidelity studies focused the sprint on sequence, fallback behavior, and one-handed use.

06 · Support portal

More tickets, without losing the thread.

The portal makes priority, state, assignment, context, and conversation visible in one workspace. Advanced reporting helps leaders understand volume, response time, recurring causes, and resolution performance.

02 views

01The web portal brings ticket triage, assignment, conversation, and administration into one operating view.
02Operational analytics make volume, response time, causes, and success rate visible to support leaders.

07 · System + handoff

Make the behavior as clear as the interface.

Brand foundations, typography, color roles, status behavior, and developer guidance were documented so that mobile and web could stay consistent as the product moved into implementation.

Escalation product color and state system
Color roles and product states
Field escalation design process overview
End-to-end design process and delivery

Outcome · Less friction in the field

Reporting became a connected service, from the driver’s first signal to the team responsible for closing it.
Next: ExtraPOS ↗Back to selected work ↖About Arun ↗