Case 06 · Logistics · EPAM · 2021–2023
Mapping how assets really move — then designing the delivery around the reality
The documented delivery process and the one drivers and dispatch actually used had quietly diverged. I mapped how assets really moved, then redesigned the delivery experience around that reality instead of the org chart's version of it.
Problem
The official process for how assets moved through the delivery network no longer matched what was actually happening on the ground — dispatchers and drivers had built their own workarounds to keep things moving, and the software wasn't designed around any of them.
Approach
I mapped the real, as-practiced flow of how assets moved — not the documented one — by tracing the workarounds back to the constraints that produced them. The delivery experience was then designed around that reality, so the tool matched the job instead of asking the job to match the tool.
Outcome
A delivery experience grounded in how the work actually happens, closing the gap between the documented process and the one people were already quietly running.