User Flows — Structuring Operational Decision Paths
Following scenario exploration, detailed user flows that I developed to translate operational journeys into actionable interaction logic across mobile and web environments.
While scenarios clarified roles, responsibilities, and cross-department coordination, user flows defined how requests progress through the system — from initiation to execution — ensuring consistency between human decisions and backend processes.
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Understanding the Offer Lifecycle
Designing features for drivers meant going beyond individual screens and understanding how decisions unfold within a live dispatch environment.
To frame the problem, I mapped the driver decision journey across a real dispatch scenario, focusing on how offers are generated, evaluated, and confirmed under time pressure.
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Fleet operations involved multiple actors working across mobile and web environments
User Perspective:
- Requesters needed clarity when initiating service requests and tracking approvals;
- Fleet departments required operational visibility into vehicle readiness and allocation;
- Leadership focused on monitoring service status and decision accountability;
- Drivers required minimal interaction complexity during mission execution.
System Behaviour:
- Maintaining consistent state visibility between mobile and web environments;
- Supporting asynchronous approvals without blocking operational progress;
- Synchronizing real-time updates across actors;
- Preventing conflicting allocations during high operational demand.
Operational Goals:
- Enabling end-to-end traceability of service requests;
- Reducing manual communication between departments;
- Accelerating approval workflows without compromising control;
- Supporting operational readiness during time-sensitive missions.
The first step I focused on mapping operational dependencies and visibility gaps across the service lifecycle.
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Information Architecture — Structuring a Complex Digital Product
This project focused on defining a clear, scalable information architecture for a complex digital platform.
The process involved organising the platform’s functionality into a hierarchical structure, identifying relationships between sections, and defining how information and features should be grouped to support intuitive navigation.
The work translated a broad set of functional requirements into a structured sitemap, establishing a foundation for subsequent UX and UI design.
Key deliverables:
- A comprehensive, hierarchical information architecture.
- A structured sitemap showing primary sections, subsections, and their relationships.
- A navigation framework to guide future user flows, wireframes, and interface design.
Design value
The resulting architecture provided a shared reference for discussing product structure, clarifying functional scope, and maintaining consistency as the platform evolved.
The main output visible in the Figma file is the detailed hierarchical sitemap. The broader process and downstream impact are described as intended design contributions rather than independently verified outcomes.
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