Load Service Maps

Project Summary

This was an in-depth research project that our team undertook in order to set ourselves up for success in anticipation of a complete redesign of some of our Load-Ops systems including our Load and Shipment Overview experiences, Cross-border workflows (which were adopted from a company we recently acquired), LTL processes (Less than full truckload loads), and others. The project spanned 4 teams, many shadow sessions and interviews (on Zoom and in person), lots of digging into the details, and frequent sharing of results to the product team. 

Objective

To gain and document a deep understanding of all the tasks each person takes within the lifecycle of a load. Deep dive into domestic loads, our admin process, LTL loads, Cross-border and transloads, accounting processes, and other edge cases. 

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Success Metrics

• Document in detail each load status for domestic truckload (TL), less than truckload (LTL), cross-border (XB) and transloads, as well as finance & admin statuses

• Present our findings to the team in an easily understandable visual format (swimlane charts)

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Results

After all of our research, user shadow sessions, zoom calls, and meticulous documentation of our findings, we came out the other side with a deep understanding of all the people and steps involved in the life of a load. We had a true and accurate end-to-end picture of what we were working with at each load status. The best part? It was all shareable, presentable, transferable between teams & roles, and therefore highly useful in our work going forward!