MOTERA
DEPOT 02 HUB — AUTO HANDOFF POD CONFIRMED
VELDT
Motera concept — self-initiated

When a delivery fails, the system moves first.

Hypothetical brief

A regional carrier handles failed deliveries by phone, email and spreadsheet. Every exception depends on whoever happens to pick it up.

Design direction

Make the process visible. Swimlanes for each party, ochre for movement, condensed type for route signage. Automation handles the predictable path; people handle judgement.

AA
Category
Automation / Operations
Scope
Process redesign, exception handling, approvals
Data
Illustrative consignment
Status
Concept — not a client project
Before — The manual process

Seven handoffs across four tools, each one a place to lose the thread.

  1. 01 · Driver app Driver marks the stop as failed. Free-text reason, often blank
  2. 02 · Phone Driver calls the depot to explain. Depends on who answers
  3. 03 · Spreadsheet Depot logs it in a shared sheet. Duplicate rows, no owner
  4. 04 · Email Customer service emails the customer. Replies land in one inbox
  5. 05 · Phone Customer calls back to rebook. Queue at peak times
  6. 06 · Spreadsheet Rebooking copied to tomorrow’s sheet. Manual re-keying
  7. 07 · Email Damage claims forwarded for approval. Photos lost in threads
After — Run the redesigned workflow

Pick what went wrong. Step through what happens next.

DriverSystemCustomerOperations
Event Driver logs “No one home” at stop 14.
Automated Customer texted a rebooking link. Depot notified.
Customer Customer chooses Thursday, 12:00–16:00.
Automated Parcel added to Thursday’s route; label reprinted at depot.
Resolved Record closed with full history.
Consignment VL-88213 · step 1 of 5 Driver logs “No one home” at stop 14.
Final state Waiting for the workflow to finish…
Automated handoffs
—
Human decisions
—
Record
Open
Responsive — Three screens, three people

Driver, customer, approver — each sees only their step.

DRIVERStop 14 · 3 Mill LaneNo one homeAccess refusedDamaged — take photoLog and continue
We missed you today.Choose a new time for parcel VL-88213Thu · 08:00–12:00Thu · 12:00–16:00Collect from depotConfirm
APPROVAL · OPS LEADReplacement for damaged goods?DRIVER PHOTOCarton crushed, contents visible. Customer informed.Approve replacementRequest inspection
Automate the predictableNotifications, rebooking links and route updates happen without anyone chasing them.
People decide the restCredits, replacements and anything unusual go to a named person with the evidence attached.
Exceptions are first-classSilence from a customer is a state, with a timer and an owner — not a forgotten email.
IntegrationIn production: driver app events, SMS provider, route planning and the customer record.
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