It is not an onboarding problem. The job dispatchers do all day is three clicks behind a dashboard they never look at.
Support tickets are climbing and dispatchers keep asking for training. The team thinks it is an onboarding problem.
Read this as a sample. Hantar Ops is an invented product and every finding below was written for it. We publish no real client work until a client allows it — this page exists so you can judge the quality of the thinking before you pay for any.
Hantar Ops
Fleet operations SaaSJobs today
1,284
On time
91.2%
Exceptions
37
Avg. handover
6m 40s
+ 9 more columns
Dispatcher console — overview
- Tier
- End-to-end product review
- Turnaround
- 2 working days
- Scope
- Dispatcher console — daily exception-handling flow
BriefSupport tickets are climbing and dispatchers keep asking for training. The team thinks it is an onboarding problem.
The default screen is not the screen anyone works in
Dispatchers spend the day resolving failed deliveries. That queue is three clicks deep; the landing screen is a KPI dashboard whose numbers are read weekly, by someone else.
FixLand on the exception queue. Move the KPI dashboard to its own route for the people who actually use it.
Fourteen columns, none sortable, no sticky header
At the second screenful the column headings are gone, so dispatchers count cells across to work out which field they are reading.
FixSticky header, sort on the four fields that carry decisions, and let the rest live behind a column picker.
Delivery status is carried by colour alone
Amber and red dots are the only difference between “late” and “failed”. Those two states have completely different responses, and roughly one dispatcher in twelve cannot reliably tell them apart.
FixAdd a short text state beside the dot. Colour becomes reinforcement rather than the whole message.
Filters reset on every navigation
Opening a job and coming back drops the filter set. Dispatchers rebuild the same four filters dozens of times a shift.
FixPut filter state in the URL. It also makes shift handover a pasted link instead of a spoken list.
Six button styles in one toolbar
Filled, outlined, ghost, icon-only, split and text buttons sit side by side with no rule about which means what, so nothing reads as primary.
FixOne primary per view, outlined for secondary, ghost for the rest. It is a half-day of cleanup with a disproportionate effect on scanability.
Empty state offers no way back
Filtering to zero results shows an illustration and the word “Nothing here”, with no control to widen the filter that caused it.
FixName the filter that emptied the view and put a one-tap clear beside it.
Tally
- ■ 8 high
- ■ 14 med
- ■ 9 low
19 of 31 were raised independently by both reviewers.
Where they disagreed
The KPI dashboard
AWanted it deleted outright.
BWanted it kept — ops managers do read it, just not daily.
Kept, moved off the landing route. The finding is about what loads first, not about whether the dashboard deserves to exist.
It is not an onboarding problem. The job dispatchers do all day is three clicks behind a dashboard they never look at.
Make the exception queue the landing screen and the ticket volume changes on its own. Training is being asked to compensate for information architecture.