Uber Freight - Why your loads are always delayed?
Uber Freight - Why your loads are always delayed?
Uber Freight - Why your loads are always delayed?
Chicago, United States, Product Design
Chicago, United States, Product Design
Chicago, United States, Product Design
How effectively employees communicate, is how effectively a business stays afloat. Efficiency is time, and time is money.
This project is to help the middleman - Uber Freight - who acts as the most important communicator in the load delivery process, helping with their internal operators to manage their drivers, shippers and receivers for smoother loads delivery experience.
How effectively employees communicate, is how effectively a business stays afloat. Efficiency is time, and time is money. This project is to help the middleman - Uber Freight - who acts as the most important communicator in the load delivery process, helping with their internal operators to manage their drivers, shippers and receivers for smoother loads delivery experience.
How effectively employees communicate, is how effectively a business stays afloat. Efficiency is time, and time is money. This project is to help the middleman - Uber Freight - who acts as the most important communicator in the load delivery process, helping with their internal operators to manage their drivers, shippers and receivers for smoother loads delivery experience.
MY ROLE
UI Design | UX Research | User Testing | Design Thinking
TIMELINE
3 months
[Mar. 2023- May. 2023]
TEAMMATES
Sue Kim | Pablo Sounak | Sherry Xu | Shaobo Zhang
MY ROLE
MY ROLE
UI Design | UX Research | User Testing | Design Thinking
UI Design | UX Research | User Testing | Design Thinking
TIMELINE
TIMELINE
3 months
[Mar. 2023- May. 2023]
3 months
[Mar. 2023- May. 2023]
TEAMATES
TEAMMATES
Sue Kim | Pablo Sounak | Sherry Xu | Shaobo Zhang
Sue Kim | Pablo Sounak | Sherry Xu | Shaobo Zhang
Uber doesn't only have cars, they have trucks!
Uber Freight: The Easiest Way to Manage Shipments. Uber Freight has successfully moved over 30,000 relief loads, including food, water, medical supplies, and other essential goods.
Before your carrots arrived at your house, they underwent a journey:
Shipping from a farm > Packed, Stored, and Transports by a carrier > Received by a grocery store, finally taken home by you.
This type of shipping process is called third-party logistics (3PL), which is the main focus of Uber Freight's business.
Shipper
A person or a company that organizes and sends goods to the receiver
Carrier
“A truck with a driver” that transports loads from point A to point B
Receiver
A person or a company that receives goods from the shipper
Brokerage
(Uber Freight)
The middleman that connects the shippers and the carriers
WHO are using the carrier profile page?
Uber Freight is the brokerage, and the people who maintain that connection are the people in the client success team and customer service team. The two heroes behind the operation must work together. However, these two teams are not operating well …
Client Success Team
Focus on sales and performance; Report carriers' performance
problems to the Customer Service Team on Zendesk;Ensure satisfaction from the carriers, the shippers, and the receivers;
Build long-term relationships with clients.
Customer Service Team
Receive tasks from the Client Success Team.
Provide excellent customer support for carriers in a timely manner;
Access information as quickly as possible when needed;
Resolve tickets coming through Zendesk.
Pain Points
Communication with other team
Keeping up with industry trends
Time management
Dealing with unexpected issues
Alex C.
Client Success Team
GOALS
Ensure satisfaction from the carriers, the shippers, and the receivers;
Build long-term relationships with clients;
Focus on sales and performance by using salesforce.
Tools
Carrier Profile Page
Key Customers
Dispachters
Shippers & Receivers
Who are the users?
Problem Statement
Lack of accessibility and communication between Uber Freight's internal operators (Client Success Team, Customer Service Team) and the carriers is one of the biggest problems resulting in late deliveries and negative feedback from clients.
Pain 1: Limited Usage
The carrier profile page is rarely used as it's seen as a secondary resource. Teams prefer to use other tools like Salesforce and Zendesk unless specific information is missing.
Pain 2: Inefficient Workflow
Teams have to switch between several platforms (2-3 tools) to gather information, causing friction and inefficiencies in their workflow.
Pain 3: Lack of Clear Information
It's unclear which carrier representatives are handling specific loads, especially for bigger carriers. This information is not readily available or clearly defined on the carrier profile page.
About the Internal Tool
As a B2B Business, freight service involves a lot of interaction between the staff and the customers. People who are working at Uber Freight are currently using a set of CRM tools to help them manage their customers. These tools are essential in their daily workflow and act as sources of truth, communication tools, and problem-solving space.
Our Challenge
To understand the different roles they play at work and the different types of customers they serve. Looking at the internal tool specifically, how might we elevate the carrier-facing operator's service and experience by redesigning the internal carrier profile page?
How does the new carrier profile page changes the reality?
June 23th, 2024
David S.
Customer Service Team
“ This is what I’ve been looking for. We’ve launched so many versions of the carrier profile page, this is the one that solves my problems of delivering direct messages to the client team. My daily solved tickets are at least 3+ more than before”.
June 23th, 2024
Isabella R.
Customer Service Team
"I needed to contact a driver handling a load due to a scheduling conflict. This required me to quickly find a new carrier. The updated page, which consolidates load history and includes a performance card for carriers, clearly displays performance trends."
93%
Satisfaction rate from our customers.
4.9
Average customer ratings out of 5.00!
Design Outcomes
Performance Scorecard
User Data & Preferences
Fixed Side Bar
Design Process
We usually start with a problem with the double diamonds framework to understand the obstacles. However, there are moments when double diamond will fail. We faced a tight deadline to launch this product, but numerous discussions and evaluation periods demanded extensive planning and arrangement effort. Under such conditions - acquiring criticisms and responses from other designers becomes crucial to advance rapidly.
INSIGHT 1:
The carrier profile page works as a secondary resource for the teams to acquire information that cannot be found in their primary sources.
The interviewees reported that they don't utilize the carrier profile page much unless they cannot find a piece of information from the other tools such as Salesforce and Zendesk
INSIGHT 2:
Teams have a lot of workspaces and need to jump between different platforms.
Generally, a team needs to work with 2-3 tools that handle different information of the carriers which creates a lot of friction in their workflow.
INSIGHT 3:
It's unclear whether a carrier has been assigned to committed loads that are being managed by certain representatives.
Usually, bigger carriers are assigned certain representatives who handle their loads and issues consistently. This information is not clearly defined on the carrier profile page.
INSIGHT 4:
The team doesn't have an accessible and comprehensive analysis of a specific carrier to facilitate load assignments.
Currently, the client success team utilizes Salesforce and a prospecting tool in their internal system to analyze the carrier's performance.
2
Challenge A
Redesigning Overview Data Dashboard to Streamline Key Information Accessibility.
Inefficient Workflow
Insufficient information on the overview page
UI elements make it difficult for users to promptly identify trends & data, resulting in extra interactions.
Lack of clear information
Some metrics are missing on the page for the internal operators to make decisions.
Approach
Interview, testing, and secondary research to prioritize information and consolidate effectively.
After the first round of user testing, we iterated the performance card on the overview page.
“Performance Scorecard” and “User data & preferences” are the two mostly go-to sections on the page.
Before Revision
After Revision
2
Challenge B
Redesigning the information architecture to reduce the redundant clicks.
Inefficient Workflow
Inefficient IA affects the efficiency ofsolving tickets & utilizing the carrier's workflow.
Limited Usage
Redesigning the information architecture to reduce the redundant clicks.
Approach
A new information architecture for effective tasks organization and to keep the flow flows
We aim to develop a comprehensive carrier profile page, serving as a “source of truth” for carriers. This could reduce time spent on tasks, heighten the probability of utilizing the carrier profile page, and enhance work productivity in assisting their customers. How might we decrease time-on-task, and increase usage of carrier profile page?
3
User Testing
The goal is to enable users to navigate their tasks effortlessly, making informed decisions without the need for unnecessary interactions by providing clear cues in the summary view to distinguish alert characteristics.
6 PARTICIPANTS
Occupation: Uber Freight Carrier Sales Team & Acquisition Team
Race & Ethnicity: African American / White
Employment Status: Full time (30 hours+) & Part time
Employment Period: 8 months - 2 years
Key Activities:
Browsing the carrier profile page without any assistance
Thinking-out-loud when navigating all the sections
Magic wand for further development
3
Iteration
This layout makes the carrier’s basic information (for both teams) more accessible and visible.
The tabs design decreases the clicks needed for the current interface.
However, the sticky banner takes up too much space that is not needed and decreases the visibility of other content sections. Therefore, we redesigned it and iterated it to the second layout decreases.
Carrier Basic Information: Moved to the side to make use of the desktop’s vertical space, allowing the display of more relevant info on the right, including three frequently used tabs.
Performance Card: Initially, we displayed both Stats and Graphs together. In the new iteration, we show only Stats in the preview and Graphs in the expanded view. This reduces the space needed for the performance section, making room for other important areas like Preferences and Tags.
Uber doesn't only have cars, they have trucks!
Uber Freight: The Easiest Way to Manage Shipments. Uber Freight has successfully moved over 30,000 relief loads, including food, water, medical supplies, and other essential goods.
Before your 🍗 fried chicken arrived at your house, they underwent a journey:
Shipping from a farm > Packed, Stored, and Transports by a carrier > Received by a grocery store, finally taken home by you.
This type of shipping process is called third-party logistics (3PL), which is the main focus of Uber Freight's business.
Shipper
A person or a company that organizes and sends goods to the receiver
Brokerage
(Uber Freight)
The middleman that connects the shippers and the carriers
Carrier
“A truck with a driver” that transports loads from point A to point B
Receiver
A person or a company that receives goods from the shipper
WHO are using the carrier profile page?
Uber Freight is the brokerage, and the people who maintain that connection are the people in the client success team and customer service team. The two heroes behind the operation must work together. However, these two teams are not operating well …
Client Success Team
Focus on sales and performance; Report carriers' performance
problems to the Customer Service Team on Zendesk;Ensure satisfaction from the carriers, the shippers, and the receivers;
Build long-term relationships with clients.
Customer Service Team
Receive tasks from the Client Success Team.
Provide excellent customer support for carriers in a timely manner;
Access information as quickly as possible when needed;
Resolve tickets coming through Zendesk.
Why are the loads arriving late?
Why are the loads arriving late?
Consider your favorite fried chicken that satisfies your stomach every Wednesday night... These were transported by a carrier from their origins to your place. It's frustrating and annoying to wait for your package when it's delivered later than the expected date.
“ My favorite 🍗 fried chicken is informed to arrive in the store today! I am coming!"
-Nini
“ My favorite 🍗 fried chicken is informed to arrive in the store today! I am coming!"
-Nini
“ Errr … 🍗 I thought it will be back on the shelf today! Shame on the delivery…"
-Nini
“ Errr … 🍗 I thought it will be back on the shelf today! Shame on the delivery…"
-Nini
While you feel upset and mad … The Customer Service Team and the Client Success Team are jumping around the carrier profile page here and there to find the driver's contact information who are carrying Nini's chicken nuggets!
"😫 There are so many tickets to solve, and the carrier's phone number is not aside their load details… I need to open another window to check it one by one!"
- Customer Service Team
😫
" There are so many tickets to solve, and the carrier's phone number is not aside their load details… I need to open another window to check it one by one!"
- Customer Service Team
Problem Statement
Lack of accessibility and communication between Uber Freight's internal operators (Client Success Team, Customer Service Team) and the carriers is one of the biggest problems resulting in late deliveries and negative feedback from clients.
Pain 1: Limited Usage
The carrier profile page is rarely used as it's seen as a secondary resource. Teams prefer to use other tools like Salesforce and Zendesk unless specific information is missing.
Pain 3: Lack of Clear Information
It's unclear which carrier representatives are handling specific loads, especially for bigger carriers. This information is not readily available or clearly defined on the carrier profile page.
Pain 2: Inefficient Workflow
Teams have to switch between several platforms (2-3 tools) to gather information, causing friction and inefficiencies in their workflow.
About the Internal Tool
As a B2B Business, freight service involves a lot of interaction between the staff and the customers. People who are working at Uber Freight are currently using a set of CRM tools to help them manage their customers. These tools are essential in their daily workflow and act as sources of truth, communication tools, and problem-solving space.
Our Challenge
To understand the different roles they play at work and the different types of customers they serve. Looking at the internal tool specifically, how might we elevate the carrier-facing operator's service and experience by redesigning the internal carrier profile page?
Impact - how does the new carrier profile page changes the reality?
93%
Satisfaction rate from our customers.
4.9
Average customer ratings out of 5.00!
Dec 13th, 2023
David S.
Customer Service Team
“ This is what I’ve been looking for. We’ve launched so many versions of the carrier profile page, this is the one that solves my problems of delivering direct messages to the client team. My daily solved tickets are at least 3+ more than before”.
Dec 13th, 2023
Jennifer B.
Client Success Team
“Being a coordinator is not easy, especially when everyone relies on you to resolve their issues. This all-in-one profile page is incredibly helpful for assigning tasks and evaluating carrier performance. Now I don't hate the my colleagues that much haha. "
Dec 13th, 2023
Jennifer B.
Client Success Team
“I'm not good at adapting to new stuff. But this is a good one for smooth transactions, which costs me just one day to change my habits from the old version to the new one. I like it".
Dec 13th, 2023
Isabella R.
Client Success Team
"I needed to contact a driver handling a load due to a scheduling conflict. This required me to quickly find a new carrier. The updated page, which consolidates load history and includes a performance card for carriers, clearly displays performance trends. This transparency boosts my confidence in making swift and informed decisions to reassign the task."
1
Meet the users - Client Success Team & Customer Service Team
Alex C.
Client Success Team
Tools
Carrier Profile Page
Pain Points
Communication with other team
Keeping up with industry trends
Time management
Dealing with unexpected issues
GOALS
Ensure satisfaction from the carriers, the shippers, and the receivers;
Build long-term relationships with clients;
Focus on sales and performance by using salesforce.
Key Customers
Dispachters
Shippers & Receivers
Kellin G.
Customer Service Team
Tools
Carrier Profile Page
Pain Points
Communication with other team Information gap
Limited history loads for reference
GOALS
Resolve tickets coming through Zendesk;
Access information in carrier profile page as quickly as possible when needed;
Provide excellent customer support for carriers in a timely manner through Zendesk, Carrier Profile Page, and phone call.
Key Customers
Dispachters
Shippers & Receivers
Problem Statement
Lack of accessibility and communication between Uber Freight's internal operators (Client Success Team, Customer Service Team) and the carriers is one of the biggest problems resulting in late deliveries and negative feedback from clients.
Pain 1: Limited Usage
The carrier profile page is rarely used as it's seen as a secondary resource.
Pain 3: Lack of Clear Information
It's unclear which carrier representatives are handling specific loads, especially for bigger carriers. This information is not readily available or clearly defined on the carrier profile page.
Pain 2: Inefficient Workflow
Teams have to switch between several platforms (2-3 tools) to gather information, causing friction and inefficiencies in their workflow.
About the Internal Tool
As a B2B Business, freight service involves a lot of interaction between the staff and the customers. People who are working at Uber Freight are currently using a set of CRM tools to help them manage their customers. These tools are essential in their daily workflow and act as sources of truth, communication tools, and problem-solving space.
Our Challenge
To understand the different roles they play at work and the different types of customers they serve. Looking at the internal tool specifically, how might we elevate the carrier-facing operator's service and experience by redesigning the internal carrier profile page?
Impact - how does the new carrier profile page changes the reality?
93%
Satisfaction rate from our customers.
4.9
Average customer ratings out of 5.00!
Dec 13th, 2023
David S.
Customer Service Team
“ This is what I’ve been looking for. We’ve launched so many versions of the carrier profile page, this is the one that solves my problems of delivering direct messages to the client team. My daily solved tickets are at least 3+ more than before”.
Dec 13th, 2023
Jennifer B.
Client Success Team
“Being a coordinator is not easy, especially when everyone relies on you to resolve their issues. This all-in-one profile page is incredibly helpful for assigning tasks and evaluating carrier performance. Now I don't hate the my colleagues that much haha. "
Dec 13th, 2023
Jennifer B.
Client Success Team
“I'm not good at adapting to new stuff. But this is a good one for smooth transactions, which costs me just one day to change my habits from the old version to the new one. I like it".
Dec 13th, 2023
Isabella R.
Client Success Team
"I needed to contact a driver handling a load due to a scheduling conflict. This required me to quickly find a new carrier. The updated page, which consolidates load history and includes a performance card for carriers, clearly displays performance trends. This transparency boosts my confidence in making swift and informed decisions to reassign the task."
Design Outcomes - Hifi Prototypes
Design Outcomes - Hifi Prototypes
Performance Scorecard
User Data & Preferences
Fixed Side Bar
Design Process
We usually start with a problem with the double diamonds framework to understand the obstacles. However, there are moments when double diamond will fail. We faced a tight deadline to launch this product, but numerous discussions and evaluation periods demanded extensive planning and arrangement effort. Under such conditions - acquiring criticisms and responses from other designers becomes crucial to advance rapidly.
1
User Research
Competitive Analysis
Social Listening
Understanding the freight industry
8 rounds of primary interviews
2
Prototype & Iterate
4 versions of Low-fi prototypes
8 rounds of user testing, collecting user flows and tensions.
7 versions of iterations
3
Collecting feedback, and revising the features to match the pain points
Co-creation session to understand the user priorities.
Make High-fi Prototypes.
Refine & User Testing
1
Meet the users - Client Success Team & Customer Service Team
Alex C.
Client Success Team
"What the hell is the Customer Service Team doing? They never resolve the ticket within a day. And why the limited history loads are only showing for 3 days on the carrier profile page? … It's not enough for filling out the performance card…"
Tools
Carrier Profile Page
Pain Points
Communication with other team
Keeping up with industry trends
Time management
Dealing with unexpected issues
GOALS
Ensure satisfaction from the carriers, the shippers, and the receivers;
Build long-term relationships with clients;
Focus on sales and performance by using salesforce.
Key Customers
Dispachters
Shippers & Receivers
Kellin G.
Customer Service Team
"We are using performance card on the carrier profile page as a reference to assign loads … but the problem is, the client success team never got it right! Loads are late and we have more tickets than before. Then I need to contact the carriers by using the messy carrier profile page … "
Tools
Carrier Profile Page
Pain Points
Communication with other team Information gap
Limited history loads for reference
GOALS
Resolve tickets coming through Zendesk;
Access information in the carrier profile page as quickly as
possible when needed;Provide excellent customer support for carriers promptly
through Zendesk, Carrier Profile Page, and Phone call.
Key Customers
Dispachters
Shippers & Receivers
User Journey
Onboarding
Look for Loads
Negotiation
Confirmation
Onboarding
Conduct Load
User
Action
Receives phone call, negotiates the price and loads
Encounters issues and reach out for help
Receives email confirmation and initiates load
Looks for loads and submits bid for loads
Analyzes carrier’s preferences and past performances
Analyzes carrier’s performances, loads history
Submits load assignment and sends confirmation
Receives ticket fo upcoming issues and resolves it
Inspects carrier profile, load details, and past activities
Leaves notes for the issue encountered
Makes phone calls with carrier to negotiate
Feature 1: Performance Card
Carrier's performance should be listed as preference for operators to negotiate.
Feature 2: Notes
Leave notes for other teams as decision-making reference.
Feature 3: Profile Page Redesign
Carrier's profile page should organize the most information at one place.
INSIGHT 1:
The carrier profile page works as a secondary resource for the teams to acquire information that cannot be found in their primary sources.
The interviewees reported that they don't utilize the carrier profile page much unless they cannot find a piece of information from the other tools such as Salesforce and Zendesk
INSIGHT 2:
Teams have a lot of workspaces and need to jump between different platforms.
Generally, a team needs to work with 2-3 tools that handle different information of the carriers which creates a lot of friction in their workflow.
INSIGHT 3:
It's unclear whether a carrier has been assigned to committed loads that are being managed by certain representatives.
Usually, bigger carriers are assigned certain representatives who handle their loads and issues consistently. This information is not clearly defined on the carrier profile page.
INSIGHT 4:
The team doesn't have an accessible and comprehensive analysis of a specific carrier to facilitate load assignments.
Currently, the client success team utilizes Salesforce and a prospecting tool in their internal system to analyze the carrier's performance.
2
Challenge A
Redesigning Overview Data Dashboard to Streamline Key Information Accessibility.
Inefficient Workflow
Lack of clear information
Insufficient information on the overview page,
UI elements make it difficult for users to promptly identify trends & data, resulting in extra interactions.
Some metrics are missing on the page for the internal operators to make decisions.
Approach
Interview, testing, and secondary research to prioritize information and consolidate effectively.
After the first round of user testing, we iterated the performance card on the overview page.
“Performance Scorecard” and “User data & preferences” are the two mostly go-to sections on the page.
Before Revision
After Revision
Challenge B
Redesigning the information architecture to reduce the redundant clicks.
Limited Usage
Inefficient workflow
Redesigning the information architecture to reduce the redundant clicks.
Inefficient IA affects the efficiency of
solving tickets & utilizing the carrier's workflow.
Approach
A new information architecture for effective tasks organization and to keep the flow flows
We aim to develop a comprehensive carrier profile page, serving as a “source of truth” for carriers. This could reduce time spent on tasks, heighten the probability of utilizing the carrier profile page, and enhance work productivity in assisting their customers. How might we decrease time-on-task, and increase usage of carrier profile page?
User Journey
Onboarding
Look for Loads
Negotiation
Confirmation
Conducting Load
Onboarding
User Action
Receives phone call, negotiates the price and loads
Encounters issues and reach out for help
Receives email confirmation and initiates load
Looks for loads and submits bid for loads
Analyzes carrier’s preferences and past performances
Analyzes carrier’s performances, loads history
Submits load assignment and sends confirmation
Receives ticket fo upcoming issues and resolves it
Inspects carrier profile, load details, and past activities
Leaves notes for the issue encountered
Makes phone calls with carrier to negotiate
Feature 1: Performance Card
Carrier's performance should be listed as a preference for operators to negotiate.
Feature 2: Notes
Leave notes for other teams as decision-making reference.
Feature 3: Profile Page Redesign
Carrier's profile page should organize the most information at one place.
INSIGHT 1:
The carrier profile page works as a secondary resource for the teams to acquire information that cannot be found in their primary sources.
The interviewees reported that they don't utilize the carrier profile page much unless they cannot find a piece of information from the other tools such as Salesforce and Zendesk
INSIGHT 2:
Teams have a lot of workspaces and need to jump between different platforms.
Generally, a team needs to work with 2-3 tools that handle different information of the carriers which creates a lot of friction in their workflow.
INSIGHT 3:
It's unclear whether a carrier has been assigned to committed loads that are being managed by certain representatives.
Usually, bigger carriers are assigned certain representatives who handle their loads and issues consistently. This information is not clearly defined on the carrier profile page.
INSIGHT 4:
The team doesn't have an accessible and comprehensive analysis of a specific carrier to facilitate load assignments.
Currently, the client success team utilizes Salesforce and a prospecting tool in their internal system to analyze the carrier's performance.
2
Challenge A
Redesigning Overview Data Dashboard to Streamline Key Information Accessibility.
Inefficient Workflow
Lack of clear information
Insufficient information on the overview page,
UI elements make it difficult for users to promptly identify trends & data, resulting in extra interactions.
Some metrics are missing on the page for the internal operators to make decisions.
Approach
Interview, testing, and secondary research to prioritize information and consolidate effectively.
After the first round of user testing, we iterated the performance card on the overview page.
“Performance Scorecard” and “User data & preferences” are the two mostly go-to sections on the page.
Before Revision
After Revision
2
Challenge B
Redesigning the information architecture to reduce the redundant clicks.
Limited Usage
Inefficient workflow
Redesigning the information architecture to reduce the redundant clicks.
Inefficient IA affects the efficiency of
solving tickets & utilizing the carrier's workflow.
Approach
A new information architecture for effective tasks organization and to keep the flow flows
We aim to develop a comprehensive carrier profile page, serving as a “source of truth” for carriers. This could reduce time spent on tasks, heighten the probability of utilizing the carrier profile page, and enhance work productivity in assisting their customers. How might we decrease time-on-task, and increase usage of carrier profile page?
3
User Testing
User Testing
The goal is to enable users to navigate their tasks effortlessly, making informed decisions without the need for unnecessary interactions by providing clear cues in the summary view to distinguish alert characteristics.
6 PARTICIPANTS
Occupation: Uber Freight Carrier Sales Team & Acquisition Team
Race & Ethnicity: African American / White
Employment Status: Full time (30 hours+) & Part time
Employment Period: 8 months - 2 years
Key Activities:
Browsing the carrier profile page without any assistance
Thinking-out-loud when navigating all the sections
Magic wand for further development
3
Iteration
This layout makes the carrier’s basic information (for both teams) more accessible and visible.
The tabs design decreases the clicks needed for the current interface.
However, the sticky banner takes up too much space that is not needed and decreases the visibility of other content sections. Therefore, we redesigned it and iterated it to the second layout decreases.
This layout makes the carrier’s basic information (for both teams) more accessible and visible.
The tabs design decreases the clicks needed for the current interface.
However, the sticky banner takes up too much space that is not needed and decreases the visibility of other content sections. Therefore, we redesigned it and iterated it to the second layout decreases.
Carrier Basic Information: Moved to the side to make use of the desktop’s vertical space, allowing the display of more relevant info on the right, including three frequently used tabs.
Performance Card: Initially, we displayed both Stats and Graphs together. In the new iteration, we show only Stats in the preview and Graphs in the expanded view. This reduces the space needed for the performance section, making room for other important areas like Preferences and Tags.
Final Design Details
Performance Scorecard
Consolidating and visualizing carrier-related data from various internal sources, all unified in a single location. Reducing the steps to make decisions.
Onboarding
Loads & Negotiation
User Data & Preferences
Carrier's data and preferences on loads are key factors in the decision-making process. Presenting them through algorithm facilitates decision-making process by decreasing time looking for information.
Onboarding
Loads & Negotiation
Fixed Side Bar
Easily accessible, expandable "Source of Truth" enables teams to review fundamental carrier information.
Entire Journey
Onboarding
Performance Card
Consolidating and visualizing carrier-related data from various internal sources, all unified in a single location. Reducing the steps to make decisions.
User Data & Preferences
Carrier's data and preferences on loads are key factors in the decision-making process. Presenting them through an algorithm facilitates the decision-making process by decreasing time looking for information.
Fixed Side Bar
Easily accessible, expandable "Source of Truth" enables teams to review fundamental carrier information.
Final Design & Details
Next Steps
Next Steps
Next Steps
- Periodic verification and document expiry reminders
By hiding excess information in a collapsable window, we made that information less accessible. In order to make sure these documents are not forgotten, timely reminders to keep a check on these would be necessary
- Pressure testing the usability and accessibility of the graph features
While we tried our best to use the base design system and check for color contrast issues, testing the performance graph features in a real scenario would be important to find hidden interaction problems.
- Periodic verification and document expiry reminders
By hiding excess information in a collapsable window, we made that information less accessible. In order to make sure these documents are not forgotten, timely reminders to keep a check on these would be necessary
- Pressure testing the usability and accessibility of the graph features
While we tried our best to use the base design system and check for color contrast issues, testing the performance graph features in a real scenario would be important to find hidden interaction problems.
Key Takeaways
Key Takeaways
Key Takeaways
- Understanding the business helps understand the user The biggest learning I had in the 3 months is that Freight Industry is extremely complex and half of the operators’ challenges pertained to navigating in this space. Once we understood the business ourselves, we understood their actions and intentions more clearly
- When double diamond fails - feedback prevails In the real world, using ideal double diamond approach in not the best way to address a design problem. Multiple interviews and testing sessions take a lot of planning and organizing time. In such cases - getting critiques and feedback from other designers become extremely important to move forward fast.
- Understanding the business helps understand the user The biggest learning I had in the 3 months is that Freight Industry is extremely complex and half of the operators’ challenges pertained to navigating in this space. Once we understood the business ourselves, we understood their actions and intentions more clearly
- When double diamond fails - feedback prevails In the real world, using ideal double diamond approach in not the best way to address a design problem. Multiple interviews and testing sessions take a lot of planning and organizing time. In such cases - getting critiques and feedback from other designers become extremely important to move forward fast.
Next Steps
- Pressure testing the usability and accessibility of the graph features
While we tried our best to use the base design system and check for color contrast issues, testing the performance graph features in a real scenario would be important to find hidden interaction problems.
Key Takeaways
- Understanding the business helps understand the user. My biggest learning in the 3 months is that Freight Industry is extremely complex and half of the operators’ challenges pertained to navigating in this space. Once we understood the business ourselves, we understood their actions and intentions more clearly
- When 'double diamond' fails - feedback prevails In the real world, sometimes, using ideal double diamond approach in not the best way to address a design problem. Multiple interviews and testing sessions take a lot of planning and organizing time. In these cases - getting critiques and feedback from other designers become extremely important to move forward fast.
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Uber doesn't only have cars, they have
trucks!
Uber Freight: The Easiest Way to Manage Shipments. Uber Freight has successfully moved over 30,000 relief loads, including food, water, medical supplies, and other essential goods.
Before your carrots arrived at your house, they underwent a journey:
Shipping from a farm > Packed, Stored, and Transports by a carrier > Received by a grocery store, finally taken home by you.
This type of shipping process is called third-party logistics (3PL), which is the main focus of Uber Freight's business.
Shipper
A person or a company that organizes and sends goods to the receiver
Brokerage
(Uber Freight)
The middleman that connects the shippers and the carriers
Carrier
“A truck with a driver” that transports loads from point A to point B
Receiver
A person or a company that receives goods from the shipper
WHO are using the carrier profile page?
Uber Freight is the brokerage, and the people who maintain that connection are the people in the client success team and customer service team. The two heroes behind the operation must work together. However, these two teams are not operating well …
Client Success Team
Focus on sales and performance;
Report carriers' performance problems to the
Customer Service Team on Zendesk;Ensure satisfaction from the carriers, the shippers,
and the receivers;Build long-term relationships with clients.
Customer Service Team
Receive tasks from the Client Success Team.
Provide excellent customer support for carriers in
a timely manner;Access information as quickly as possible when needed;
Resolve tickets coming through Zendesk.
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Why are the loads arriving late?
Consider your favorite chicken nuggets that satisfy your stomach every Wednesday nights ... These were transported by a carrier from their origins to your place. It's frustrating and annoying to wait for your package when it's delivered later than the expected date.
“ My favorite chicken nuggets are informed to arrive in the store today! I am coming!"
-Nini
“ Errr … I thought it will be back on the shelf today! Shame on the delivery…"
-Nini
While you feel upset and mad … The Customer Service Team and the Client Success Team are jumping around the carrier profile page here and there to find the driver's contact information who are carrying Nini's chicken nuggets!
Pain Points
Communication with other team Information gap
Limited history loads for reference
Kellin G.
Customer Service Team
GOALS
Resolve tickets coming through Zendesk;
Access information in carrier profile page as quickly as possible when needed;
Provide excellent customer support for carriers in a timely manner through Zendesk, Carrier Profile Page, and phone call.
Key Customers
Dispachters
Shippers & Receivers
Tools
Carrier Profile Page
Final Design & Details
Performance Card
Consolidating and visualizing carrier-related data from various internal sources, all unified in a single location. Reducing the steps to make decisions.
User Data & Preferences
Carrier's data and preferences on loads are key factors in the decision-making process. Presenting them through an algorithm facilitates decision-making process by decreasing the time looking for information.
Fixed Side Bar
Easily accessible, expandable "Source of Truth" enables teams to review fundamental carrier information.
©Mikayla Mai 2024
Chicago, IL
User Journey