Synch

Solving Urgency with Clarity

Live product

UX

UI

Research

Synch

Solving Urgency with Clarity

Live product

UX

UI

Research

Synch

Solving Urgency with Clarity

Live product

UX

UI

Research

OVERVIEW

OVERVIEW

OVERVIEW

Introduction

Introduction

Introduction

About Synch

Synch is a real-time communication and operations platform for frontline teams. The platform enables dispatchers and field workers to oversee activity, make informed decisions, and stay connected—all within one secure system.

Project Focus: The Incidents System

The incidents system is a a core feature in synch, that supports managing live events, assigning responders, and tracking resolution in real time, across multiple platforms- the Web Dispatcher system, the Mobile app for field users and the Admin system.

In this case study, I focused specifically on the map interface within the incidents workflow.

Mission: Clarity Under Pressure

Mission: Clarity Under Pressure

Mission: Clarity Under Pressure

The Task at Hand

Design a more actionable, intuitive map experience that enables dispatchers to assess, prioritize, and respond to incidents in real time.

The Task at Hand

Design a more actionable, intuitive map experience that enables dispatchers to assess, prioritize, and respond to incidents in real time.

The Task at Hand

Design a more actionable, intuitive map experience that enables dispatchers to assess, prioritize, and respond to incidents in real time.

What we wanted to solve

The existing experience lacked clarity, speed, and actionable interaction - critical factors in high-pressure, real-time environments.

What we wanted to solve

The existing experience lacked clarity, speed, and actionable interaction - critical factors in high-pressure, real-time environments.

What we wanted to solve

The existing experience lacked clarity, speed, and actionable interaction - critical factors in high-pressure, real-time environments.

While the product had ambitious goals, we faced several limitations:

The platform had significant legacy UX and UI issues

The platform had significant legacy UX and UI issues

The platform had significant legacy UX and UI issues

Time and development resources were limited.

Time and development resources were limited.

Time and development resources were limited.

We needed to prioritize fast, high-impact improvements

We needed to prioritize fast, high-impact improvements

We needed to prioritize fast, high-impact improvements

Together with the VP Product, I helped define a scope that would deliver maximum value in the shortest time, without requiring major architectural changes.

The People Behind the Project

The People Behind the Project

The People Behind the Project

This project was part of my ongoing work at Kido Studio, where I was assigned as the lead external product designer for Synch.

My role

Leading the project, from research to designs and direct communication with Synch’s VP product and Dev team

My role

Leading the project, from research to designs and direct communication with Synch’s VP product and Dev team

My role

Leading the project, from research to designs and direct communication with Synch’s VP product and Dev team

The team

I collaborated with an additional designer from our studio, with guidance and support from Ravit Gonen, our Head of UX.

The team

I collaborated with an additional designer from our studio, with guidance and support from Ravit Gonen, our Head of UX.

The team

I collaborated with an additional designer from our studio, with guidance and support from Ravit Gonen, our Head of UX.

RESEARCH

RESEARCH

RESEARCH

How We Discovered the Pain Points

How We Discovered the Pain Points

How We Discovered the Pain Points

Firsthand Insights from Emergency Operations

To better understand the real-world usage of the system, we conducted a research study with a large-scale emergency response organization that had recently adopted Synch Incidents.

*For confidentiality reasons, the name of the organization cannot be disclosed publicly. The images below are illustrative and do not depict the actual facility we visited.

Our Users Observation approach included:

On-site observation sessions during active dispatch operations

On-site observation sessions during active dispatch operations

On-site observation sessions during active dispatch operations

Questionnaires and feedback forms completed by dispatchers and team leads

Questionnaires and feedback forms completed by dispatchers and team leads

Questionnaires and feedback forms completed by dispatchers and team leads

Informal interviews with users across roles (dispatchers, field responders, shift supervisors)

Informal interviews with users across roles (dispatchers, field responders, shift supervisors)

Informal interviews with users across roles (dispatchers, field responders, shift supervisors)

Observation insights

Observation insights

Observation insights

I need to know who’s free and what’s new, without clicking anything.
I need to know who’s free and what’s new, without clicking anything.
I need to know who’s free and what’s new, without clicking anything.
Lack of Clarity

The map view didn’t help dispatchers assess the situation at a glance.

Lack of Clarity

The map view didn’t help dispatchers assess the situation at a glance.

Lack of Clarity

The map view didn’t help dispatchers assess the situation at a glance.

Inefficient Workflow

Too many key actions required multiple clicks or switching context.

Inefficient Workflow

Too many key actions required multiple clicks or switching context.

Inefficient Workflow

Too many key actions required multiple clicks or switching context.

System Gaps

Dispatchers relied on memory and manual workarounds.

System Gaps

Dispatchers relied on memory and manual workarounds.

System Gaps

Dispatchers relied on memory and manual workarounds.

Defining the problem

Defining the problem

Defining the problem

Dispatchers needed to:

See at a glance where incidents were happening and who was available to respond.

See at a glance where incidents were happening and who was available to respond.

See at a glance where incidents were happening and who was available to respond.

Understand which incidents were urgent or unassigned.

Understand which incidents were urgent or unassigned.

Understand which incidents were urgent or unassigned.

Quickly assign responders without losing context.

Quickly assign responders without losing context.

Quickly assign responders without losing context.

But the map interface didn’t support these tasks well:

Pins for users and incidents were too similar and lacked a clear status indication.

Pins for users and incidents were too similar and lacked a clear status indication.

Pins for users and incidents were too similar and lacked a clear status indication.

Unassigned incidents had no visual identification.

Unassigned incidents had no visual identification.

Unassigned incidents had no visual identification.

The quick view tooltips had a cluttered interface and lacked easy access to key actions on the go.

The quick view tooltips had a cluttered interface and lacked easy access to key actions on the go.

The quick view tooltips had a cluttered interface and lacked easy access to key actions on the go.

Many workflows required navigating away from the map

Many workflows required navigating away from the map

Many workflows required navigating away from the map

DESIGN

DESIGN

DESIGN

Small change -
High impact

Small change -
High impact

Small change -
High impact

Upgrading the UI of our incident and user map pins was a prime example of a high-impact, low-effort initiative that dramatically improved the dispatcher experience.

Our focused redesign delivers superior clarity and usability, ensuring that essential information on the map is immediately recognizable, and significantly enhancing the dispatcher's workflow.

User pins

Color-coded user pins

Show real-time availability, helping dispatchers quickly identify who’s free
(green = available).

Color-coded user pins

Show real-time availability, helping dispatchers quickly identify who’s free
(green = available).

Color-coded user pins

Show real-time availability, helping dispatchers quickly identify who’s free
(green = available).

Incident badge colors

Indicate incident status at a glance (e.g., blue = on my way, yellow = on location).

Incident badge colors

Indicate incident status at a glance (e.g., blue = on my way, yellow = on location).

Incident badge colors

Indicate incident status at a glance (e.g., blue = on my way, yellow = on location).

Improved information hierarchy

Moved the incident badge to the top and the status badge below, making the most important details easier to see.

Improved information hierarchy

Moved the incident badge to the top and the status badge below, making the most important details easier to see.

Improved information hierarchy

Moved the incident badge to the top and the status badge below, making the most important details easier to see.

Incident pins

Distinct incident pin shape

Help to instantly identify incidents on the map and differentiate it from the user pins

Distinct incident pin shape

Help to instantly identify incidents on the map and differentiate it from the user pins

Distinct incident pin shape

Help to instantly identify incidents on the map and differentiate it from the user pins

Severity pin colors and custom icons

Makes incident type and urgency instantly recognizable

Severity pin colors and custom icons

Makes incident type and urgency instantly recognizable

Severity pin colors and custom icons

Makes incident type and urgency instantly recognizable

Highlight unassigned incidents

Draws attention to incidents needing action

Highlight unassigned incidents

Draws attention to incidents needing action

Highlight unassigned incidents

Draws attention to incidents needing action

Show “draft” state incidents on the map

prevents duplicate incidents by displaying them on the map even before they are officially dispatched, giving visibility to incidents in progress.

Show “draft” state incidents on the map

prevents duplicate incidents by displaying them on the map even before they are officially dispatched, giving visibility to incidents in progress.

Show “draft” state incidents on the map

prevents duplicate incidents by displaying them on the map even before they are officially dispatched, giving visibility to incidents in progress.

Cluster pins

Cluster pin colors reflect highest severity

Insures critical incidents stay visible, even when grouped

Cluster pin colors reflect highest severity

Insures critical incidents stay visible, even when grouped

Cluster pin colors reflect highest severity

Insures critical incidents stay visible, even when grouped

Quick View, Quicker Decisions

Quick View, Quicker Decisions

Quick View, Quicker Decisions

We redesigned the incident and user quick-view tooltips to facilitate faster decision-making directly on the map.

This enhancement provides dispatchers with critical information at a glance, eliminating the need to navigate away and significantly accelerating their response.

Refined UI for faster decisions

Improved layout and hierarchy for quicker scanning under pressure.

Refined UI for faster decisions

Improved layout and hierarchy for quicker scanning under pressure.

Refined UI for faster decisions

Improved layout and hierarchy for quicker scanning under pressure.

Live responders in incident tooltip

Gave dispatchers immediate visibility into who’s assigned and their status.

Live responders in incident tooltip

Gave dispatchers immediate visibility into who’s assigned and their status.

Live responders in incident tooltip

Gave dispatchers immediate visibility into who’s assigned and their status.

Assigned incidents in user tooltip

Provided instant insight into which incidents a responder is handling and their current status.

Assigned incidents in user tooltip

Provided instant insight into which incidents a responder is handling and their current status.

Assigned incidents in user tooltip

Provided instant insight into which incidents a responder is handling and their current status.

Faster Actions In-Context

Faster Actions In-Context

Faster Actions In-Context

We focused on making incident management fully actionable from the map, so dispatchers could stay in context and work more efficiently.

This enhancement empowers them to take rapid action right where the incident unfolds, fostering a more intuitive and efficient workflow.

In-context user incident status change

Added one-click updates to responder status, reducing the number of clicks needed to change or check responder availability, and making workflows smoother and faster.

In-context user incident status change

Added one-click updates to responder status, reducing the number of clicks needed to change or check responder availability, and making workflows smoother and faster.

In-context user incident status change

Added one-click updates to responder status, reducing the number of clicks needed to change or check responder availability, and making workflows smoother and faster.

Drag and drop responders assignment from the map

Reduced the need to switch views or open secondary panels.

Drag and drop responders assignment from the map

Reduced the need to switch views or open secondary panels.

Drag and drop responders assignment from the map

Reduced the need to switch views or open secondary panels.

OUTCOME & IMPACT

OUTCOME & IMPACT

OUTCOME & IMPACT

What we achieved

What we achieved

What we achieved

While some features are still in rollout or iteration, internal testing and feedback sessions showed immediate improvements:

Accelerated Assignment Speed

Responders were allocated faster thanks to accessible map actions.

Accelerated Assignment Speed

Responders were allocated faster thanks to accessible map actions.

Accelerated Assignment Speed

Responders were allocated faster thanks to accessible map actions.

Fewer Clicks, Faster Actions

Dispatchers managed incidents directly on the map without context-switching.

Fewer Clicks, Faster Actions

Dispatchers managed incidents directly on the map without context-switching.

Fewer Clicks, Faster Actions

Dispatchers managed incidents directly on the map without context-switching.

Reduced missed incidents

Clear unassigned indicators reduced missed or delayed responses.

Reduced missed incidents

Clear unassigned indicators reduced missed or delayed responses.

Reduced missed incidents

Clear unassigned indicators reduced missed or delayed responses.

Efficient Feature Delivery

High-impact, low-effort features shipped quickly with minimal engineering effort

Efficient Feature Delivery

High-impact, low-effort features shipped quickly with minimal engineering effort

Efficient Feature Delivery

High-impact, low-effort features shipped quickly with minimal engineering effort

Reflection

Reflection

Reflection

Designing for emergency workflows taught me to prioritize clarity over elegance.

When users are under pressure, every click matters. The challenge wasn’t just visual design—it was about stripping away friction while working within a legacy system and delivering value fast.

Thank you

for reading!

Found what you
were looking for?

Let's talk

Want to see
more?

Next project

©

2025

Natalie Ainimer

Thank you

for reading!

Found what you
were looking for?

Let's talk

Want to see more?

Next project

©

2025

Natalie Ainimer

Thank you

for reading!

Found what you
were looking for?

Let's talk

Want to see
more?

Next project

©

2025

Natalie Ainimer