In this project, I led the end-to-end design of Wunder Mobility’s Notification Center, transforming fragmented, delayed communication into a unified, real-time operational hub. The new design connected alerts and events directly to task creation and assignment, enabling fleet managers to act before issues escalated.
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My Role
Product Designer
Team
Humphrey Ndirangu, Frontend
Firas Hamila, Backend
Raabe Noa, Backend
Yohan Francis, PM
The Challenge
One of the biggest operational pain points at Wunder Mobility was the lack of timely, centralized notifications for fleet events. Critical updates about vehicles, customers, and operations were often delayed, buried in customer service notes, or missed entirely. Fleet managers had no single starting point to address issues, there was no smooth flow from receiving an alert to creating and assigning a task. Instead, problems had to be manually discovered before action could be taken, forcing teams to rely on workarounds and react only after issues had escalated. This revealed a clear need for a unified notification system that could connect events directly to operational tasks, enabling faster, more proactive decision-making.
Understanding the Users
Before diving into solutions, I started by speaking with the different personas involved in the notification flow, fleet managers, street operators, customer success agents, and end users. Each group interacts with operational events in different ways, so it was important to understand their unique perspectives.
I mapped these personas in Miro, detailing their day-to-day routines, preferred work devices, goals, and frustrations. This process helped me see how information gaps affected each role differently.
I also collaborated closely with Technical Account Managers (TAMs) which are the people who support our clients directly and understand their day-to-day challenges. I conducted interviews and sent out a structured survey using typeform to capture their insights on ...
1. The operational pain points caused by the absence of a centralized notification system.
2. The types of events and updates that clients has complained about and considered critical for notification.
Through this process, I gathered detailed events and notifications critical to users, learned how these gaps impacted fleet performance. The feedback confirmed that the lack of a notification center was not only slowing response times but also increasing manual effort and operational risk.
I synthesized the data and insights from the survey, identifying and collating recurring themes from the feedback. This helped me pinpoint the most common pain points, prioritize critical event types for notifications, and ensure the design addressed the real operational needs of our clients.
Fleet managers and customer service agents were not being alerted to critical events in real time, often discovering issues too late to act effectively.
Insight #1
users were particular about the kind of notifications they'd like to receive which is relevant to their day to day like customer verifications, damage report, customer payment etc
Insight #2
Users want the ability to configure alerts based on their different personas (fleet managers, operators, or agents) ensuring they only receive notifications that are relevant to them.
Insight #3
How might we design the Notification flow?
After conducting the user research, I started to think about the actions and processes the users might take to receive, understand, and respond to different types of events. I mapped out possible journeys, from the moment a notification is triggered, to how it’s displayed, acknowledged, and converted into a task, ensuring the flow would be intuitive, timely, and aligned with each persona’s daily routine and tools.
Design Solutions
For the MVP, we focused on delivering the highest impact for Customer Service Agents and Fleet Managers, the roles most affected by delayed or missing updates. The initial release included notification events for: New damage report, Vehicle moved without an active reservation, Customer blocked, Payment failed.
These events were chosen based on research insights and their direct link to operational efficiency. Additional notifications are planned for later iterations to expand coverage and further streamline workflows.
A Clear Entry Point for Notifications
To make notifications immediately visible and accessible for users, I introduced a notification bell icon to the main dashboard. Clicking the notification icon reveals a minimized dropdown with the most recent updates, allowing fleet managers and customer service agents to quickly scan and prioritize critical events.
Configurable Notification Settings
From the minimized dropdown, users can access a dedicated settings screen to personalize how they receive notifications. The configuration is split into two clear sections:
Customer-related notifications – Here, users can enable or disable alerts triggered by customer events, such as customer verification status, payment issues etc
Operational notifications – In this section, users can manage alerts related to their fleet, such as vehicle status or movement, damage reports etc
Role-Based Notifications
To provide more flexibility, the Notification Center allows users to decide which roles should be notified for each event, whether customer-related or operational. This structure gives users full control, ensuring they only receive notifications that are relevant to their role and daily responsibilities.
In addition, users can choose their preferred delivery channel for each notification, either through the Notification Center in the wunder backend or via email.
Search and Filter with Ease
To help users manage a growing stream of alerts, the Notification Center includes flexible filters. Users can narrow down notifications by:
Type – customer-related or operational events
Event – specific triggers such as damage reports or failed payments
Date and Time – viewing notifications within a chosen timeframe
Prototyping and UserTesting
After finalizing the designs, I created interactive prototypes to prepare for user testing and uncover any potential usability issues. Leveraging our Design System made the process significantly faster, allowing me to build prototypes quickly, test concepts efficiently, and iterate on feedback .
Before running the user testing sessions, I prepared a script with scenario-based questions to guide participants through the flow. Each session was recorded, allowing me to capture detailed feedback and observations. I then analyzed and synthesized the insights, organizing them on an impact–effort scale to prioritize changes for iteration.
The testing revealed opportunities for small refinements in the design, but overall, the core flow was clear, intuitive, and well-aligned with the MVP goals for this feature
Analysing insights based on Impact vs Effort
Result and Impact
The release of the Notification Center significantly improved how fleet managers and customer service agents stayed on top of critical events. By centralizing alerts, enabling role-based configurations, and providing flexible delivery options, the feature turned fragmented communication into a streamlined operational flow.
74%
Higher User Satisfaction
with feedback from customer service agents and fleet managers highlighting the ability to customize notifications as one of the most valuable improvements.
+45%
Increase in Response Time
to critical issues such as vehicle movement without reservation or failed payments.