Command Center Redesign
Project Background
Context
Wonder is a new kind of home dining experience with which customers can have extraordinary food made to order in mobile restaurants that drive to their doors. Making a business like this work is an exceptional logistical challenge, which is why it was essential that Wonder got right the design of their delivery management platform, Command Center.
My Role
I was the primary product designer, working with a team that included another designer, researcher, product managers, and members of the development and QA teams.
Approach
One of the luxuries of designing a tool for an internal audience is at-your-fingertips user research, with crystal clear personas and immediate access to Command Center’s actual users. Armed with this wealth of user input the product team was able to rapidly create, test, and deliver designs. We started with an MVP offering that provided Wonder agents the functionality needed to begin to scale the business and then continued to iteratively layer in additional functionality.
Challenges & Solutions
Dispatch and Demand Balancing
One of the major logistical challenges with Wonder’s business is dispatch and demand balancing. It wouldn’t be possible for Wonder to manually manage incoming orders so building a system whose AI was capable of balancing customer demand against a fleet of vehicles and their corresponding inventories was essential.
Route Planning & Optimization
Wonder’s route optimization engine considers time, location, capacity and traffic to produce efficient routes and it was the team’s challenge to present this to users in an intuitive manner that supported agent intervention when necessary.
Communicating Assignment and Vehicle Status
Wonder agents are inundated with a massive amount of data so figuring out how to present this information in a digestible, useful way was essential.
The Outcome
In a nutshell the Command Center redesign has been a wild success. The design decisions made by the team have allowed the Command Center app to be able to elegantly accommodate the business’ tremendous growth, the result of which is a massive expansion, with hundreds of millions of dollars from investors, to go from 60 trucks today to more than 1,000 by the end of 2022.
$500,000,000
Investment Secured
+ 1,000
Vehicles Added in 2022
+ 283,390
Households Served
Ready to make something awesome? Let’s talk!
If you have a product to design please don’t hesitate to reach out. I have helped some of the world’s best known brands achieve big successes and I would be delighted to do the same for yours.
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