In late 2025, Docket wanted to expand from their offering from transactional solid waste rolloff services to high-frequency, recurring Commercial & Residential trash hauling operations. Operating a C&R trash route was nearly impossible in Docket, requiring more than 3 hours a day in dispatch effort.

I led the design strategy to transform a legacy ERP architecture into an automated, geography-first, routing and billing ecosystem that would enable Docket to open an entirely new vertical for existing customers and pursue new leads.

This required the creation of a new library of scalable components capable of handling thousands of recurring records and a system that surfaces exceptions quickly for human consideration. We had lots of work to do!

We evaluated high-tier (ACMS, Service Titan) and low tier (DRS, Routeware) competitors to establish "Blue Ocean" opportunities in usability. It's critical to identify these opportunities — they are our right to win in the market.

We utilized Gong (sales & support calls), Dovetail (UX research), Maze.co (UI usability data), and Gemini to quickly synthesize and map customer pain points from existing research stores.

Since time was of the essence, we had to move the entire product and development organizations simultaneously.

While back-end entities were still fluid, we utilized a maximalist design approach, building components for an ideal end state to guide engineering toward future-proof requirements.

It was clear from the outset of the project that Docket's baseline component set needed modification to successfully scale operations from everyday dispatching to exception triage and low touch operation.

We produced a full set of components that would function for both commercial and residential trash hauling requirements and our existing rolloff paradigm.

By treating domain entities as fluid maximalist components early in the process, we prevented the architecture of the past from hindering the efficacy of our future.

Our goal was reducing information density overall to allow users to focus on known issues rather than trying to figure out what their problems were in the first place.

Ultimately, after redesigning our component set, we produced three main products aimed at providing total coverage of the past, future, and present of trash operations at our customer's businesses.

Closed beta launched in February of 2026 to immediate positive reception.

All beta customers immediately saw value as dispatching tasks shifted from schedule building to exception management. Users saved up to three hours daily in saved operation hours.

Maze testing showed a 50% reduction in time-to-completion for identifying service failures and their underlying causes.

Manual errors in billing were eliminated for overages and stop operation via linked templates that paired with mobile app updates.