76% CSAT (+20%) | +103% migrated customers
Company
ZF SCALAR
Timeline
January, 2025 - December, 2025
Duration
10 months
Current Stage
Development Phase 2
Role
Lead Product Designer
Team
1 Lead, 3 Product Designers, PM, PO, SA, UI Designer
Context
SCALAR is an enterprise fleet-management platform. The company’s primary goal is to migrate customers off a costly legacy platform that’s scheduled to be retired — a move that will save significantly on maintenance.
Challenge
The legacy system is hard to replace, and every migrated screen has to prove it's worth the switch.
The old platform is powerful and mature — matching its full depth within the timeline isn't guaranteed.
None more than Live View, the screen dispatchers use most. If it fails them, customers won't migrate.
Early enterprise customers had migrated by 2024–2025 — and their large fleets are exactly where the old Live View broke down.
Problem statement
The SCALAR Live View isn’t scalable for medium and large fleets. Dispatchers must switch between tabs and click on each asset to access important information, and use another system or module to contact drivers, complicating daily operations. More data in a single view and easier driver contact are needed to streamline jobs to be done and improve decision-making.
To understand the problem and align with the teams we ran 3 workshops to define the problem statement. The team was: 1 Lead, 3 Product designers, PO, PM, SA, UI designer.
Part of the same series of workshops, we defined the long term goals and concerns.
Solution
Live View went from a map-first tool to a customizable workspace, where data, communication, and quick actions live together and each customer shapes it to their fleet.
One customizable grid
Truck, trailer, and mixed fleets need different data. The customizable grid shows the columns relevant to each fleet type, replacing a fixed layout cluttered with empty or irrelevant fields.
Messaging in the same screen
Dispatchers can message drivers directly from the same view, coordinating with them while tracking assets—without switching screens.
Customizable layout, tracking everything in one screen
Four widgets bring fleet operations into one view. Users can manage drivers and assets, review route history on the map, and use the Timeline to track driver and co-driver activity of the current day and week.
Research
The current Live-view screen in SCALAR, is reflecting the same problem of the legacy platform, too much tabs and swichted are needs to find important information
Pain points
Key info buried: multiple clicks to see driver and vehicle details
Important information is hidden inside some tabs and screen, dispatchers can access to it after multiple clics.
Communication disconnected from monitoring
Dispatchers needs constantly to message with drivers, if to send a message they need to go to another screen is a problem.
These pain points were not exactly surprising, because dispatchers has too many things to manage, and if important information is scattered between different tabs or screen we are making their life very complex.
Initial observation
We monitored the behavior of 795 unique users interacting with the Vehicle Follow-Up in TX-CONNECT module (Legacy platform) over a period of 2 month (From April 24).
Key insights
Most users rarely switch across the entire monitored period
Counting by user-days (each user's 24h day), more than 66,000 had zero switches, about 35,000 had one, and around 21,000 had two –– dropping off quickly after that.
When switching does happen, it centers on "Service times"
Users move back and forth between "Service times" and the "Messaging" tab, with the route history and driving time tabs as part of the same active group.
Users not performing any actions in the "Map"
Users using "Trips", "Alarms", "Sensors" and "remarks" views
Minutes spent on the view before switching
CSAT baseline score of the SCALAR Live-view
The core flow
Together with several stakeholders we defined the core flow of the dispatchers, from the beginning of the shift to end, analyzing all the different type of behaviors.
Two different behaviors
Manual work: Dispatchers prefer do a lot of manual work and mental calculations
Especially dispatchers in small and mid fleets, they prefer track the all the assets one by one from top to bottom.
Exception work: Dispatchers prefer work on exceptions, they act only when there is a problem.
Dispatchers in a big fleets, work with alarms, they act only when there is a problem.
Design decisions 01
This screen is the starting point and home screen of SCALAR, each persona in the same company will start from here, and with just one click can drill down to find important information in another screen.
Design decisions 02
The live-view will be used by dispatchers to track what´s happening now to their fleet, if they need to check historical information can do it with just one click.
Design decisions 03
The widget is the window to the full module. It carries fewer functionalities — just enough to get an overview. If the user needs more, they go into the full module. One glance tells you where attention is needed; one click takes you in to act or investigate more.
Design decisions 04
The business measures success by one number: the percentage of customers who migrate to SCALAR — the company’s ROI on the whole transition. But that’s influenced by far more than one screen, so with the team we defined a set of UX metrics to measure Live View’s own impact, starting with a CSAT baseline on the current screen to compare against the redesign once it shipped.
Customers migrated to SCALAR
400
300
200
100
0
2022
2024
2025 Q4
Migrated customers
CSAT of the current screen
Time spent in the current Live-view
The vision
Live-view becomes a dashboard built from modular widgets, with templates for each customer segment or persona. Instead of one fixed screen, every role builds its own view from the same shared building blocks:
Fleet manager: the health status of the fleet
CEO: fleet KPIs
Planner: drivers, with their past activity and future availability
Dispatcher at a trailer company: reefers and the asset list
Each persona starts from a ready-made template for their role, then adds, removes, or rearranges widgets to fit their own job to be done.
Wireframing and Testing
We ran several rounds of testing, sharing each with stakeholders for feedback. Once we had a solid direction, we tested it with customers.
Cons
Users don't understand that to access to the other screen need to click on the kebab menu.
Messaging part too small
The priority should be on the message they receive from the driver and most of the time the message is very long, because send reference numbers of the goods.
Pros
Customizable grid
Customizable columns
Easy to sort assets by activity
Messaging in the same screen — easier to track driver messages
Cons
No graphical overview of service times — dispatchers can't get a "helicopter view" of the driver's day
Messaging still too small and sender-focused — same issue as Option 1
Pros
Clicking an asset opens a deeper investigation, with shortcuts to historical data on other screens
Keeps the customizable grid and columns from Option 1
Cons
Each activity needs a dedicated color to make the driver's day easier to read
Pros
Widget-based approach — users can resize every part of the screen
Messaging widget is clear and focuses on the latest message sent or received
Graphical overview opens in one click — dispatchers understand the driver's day in seconds
The impact
At customer demos and trade fairs, the response to the new Live View was strongly positive — customers confirmed it was exactly what they needed.
Double the customers migrated
800
600
400
200
0
2022
2024
2025
2026 Q3
Migrated customers
+103%
CSAT of the new screen
+20%
Adoption in the first month
Time spent in the new Live-view
Customer migration
We’ve doubled the number of migrated customers, with the goal of migrating the rest by Q2 2027.
Time spent in Live View
Dispatchers now spend an average of 39 minutes in the new Live View. They’re no longer doing quick checks and switching between screens to find information — they stay on one screen and get what they need at a glance.
Early adoption, one month in
From month one after release, Live-View shows healthy early adoption and real engagement. Its user base is climbing, and sessions already match the Map view that’s been around for years — proof that dispatchers are using it to work, not just to check.
Discovery continues
Meanwhile, we keep running discovery to understand how Live View should evolve, and to validate whether our vision fits what customers actually need.
The reflection
If I had the chance to go back and start again, I'd think harder about how this screen looks in 5 or 10 years. We only started thinking bigger once the Dispatcher problem was "solved", but if we'd thought bigger from day zero, the approach could have been much more effective.
That said, it wasn't a big mistake, because this doesn't need much rework to follow our vision. We just need to add more pieces as we discover which problems we're solving for the other personas.
The goal: create a screen that each persona in the company can build their own version of. Something scalable.