When I first got introduced to Envoy America, I didn’t see it as just another project — I saw a system that literally moved people. Seniors, patients, and individuals who depended on every trip to stay connected to their world.

But behind that purpose was a 15-year-old platform that made running their operations… painful. Dispatchers juggling endless spreadsheets. Drivers struggling with outdated workflows. Trips delayed, data scattered. It was clear: the mission was noble, but the system wasn’t keeping up.

As a product designer, I came in to redesign how movement happens — not just on the road, but inside the product itself.

The first step was listening. I spent time understanding how the dispatch team thought, how drivers interacted with their tools, and where frustration lived in their daily routine. From there, I started mapping the chaos — simplifying the booking, dispatching, and trip management flows into one cohesive experience.

The first step was listening. I spent time understanding how the dispatch team thought, how drivers interacted with their tools, and where frustration lived in their daily routine. From there, I started mapping the chaos — simplifying the booking, dispatching, and trip management flows into one cohesive experience.

The redesign transformed what used to be a slow, confusing operation into a clear, modern, and connected ecosystem — a new admin portal and driver app that finally spoke the same language. Real-time trip visibility. Smarter scheduling. Fewer clicks. Less confusion.

Trip finalization time dropped by around 80%.

Route issues reduced by 90%.

Tracking became almost instant.

But the real success wasn’t in the numbers — it was in the feeling. Seeing operations teams breathe easier. Seeing drivers finally trust their tools.

This project reminded me that good design isn’t just about how things look — it’s about how people move through them. Envoy America didn’t just teach me to design for accessibility; it taught me to design for dignity.