Case Study

RadioCentral

A unified web-based management platform that streamlines radio deployment, programming, and maintenance— while introducing analytics and consolidating fragmented backend systems into a scalable service experience.

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Role Director, UX & Service Design

Type Web Platform + Services

Focus Deployment, Programming, Maintenance

Leadership Built Services Design Team

Overview

RadioCentral is a web-based platform designed to simplify the end-to-end lifecycle of radio fleets—bringing together essential workflows for deployment, programming, maintenance, and lifecycle management.

I saw this initiative from the beginning and championed it as a strategic service design program—not “just a UI.” The goal was to consolidate fragmented backend tools into a unified experience that scales with customer needs.

The Problem

Backend systems used to manage radios had evolved into multiple tools with inconsistent patterns and workflows. This increased training burden, slowed deployments, and raised the risk of errors during complex tasks.

Fragmented tools with inconsistent navigation, terminology, and patterns
High learning curve for admins and technicians
Error-prone programming and maintenance workflows
Limited visibility into fleet status and operational insight
Little to no analytics to support proactive fleet management

Primary Users Fleet administrators and technicians managing radios at scale

Core UX Risk Complex workflows increasing errors and slowing deployment

My Role & Organizational Impact

As Director of UX & Service Design, I championed RadioCentral and created a dedicated services design team under me to reinvent and consolidate backend systems into a unified platform experience.

Established and led a services design capability focused on backend platforms
Owned end-to-end UX definition for the web application (start to finish)
Partnered closely with engineering on the interaction framework, patterns, and implementation
Directed research and usability testing to validate workflows and reduce risk
Created scalable standards to drive consistency across complex admin experiences

Approach

We designed RadioCentral as a service platform—focused on standardization, clarity, and operational visibility.

Mapped end-to-end journeys across deployment, programming, and maintenance
Defined information architecture and interaction models for technical workflows
Created a reusable framework of patterns to unify previously disconnected tools
Conducted usability testing to reduce cognitive load and prevent high-impact errors
Introduced analytics concepts to support proactive management and insight

Outcomes & Impact

Platform Consolidation Unified fragmented backend tools into a single scalable web experience.

Streamlined Fleet Workflows Improved end-to-end deployment, programming, and maintenance experiences.

Analytics Introduced Enabled visibility into fleet status and operational insights where none existed before.

Services Design Capability Built Established a dedicated team and operating model for backend platform service design.

This case study uses publicly available information and generalized descriptions. Proprietary visuals, internal metrics, and sensitive implementation details are intentionally omitted.