Mobile Load Overview

COMPLETED: LATE 2022

Scope

Medium (4-6 mo.)

My Role

Lead UX Designer

Platform

Responsive mobile-first approach

Tools

Sketch, Abstract

Project Summary

This project was our first pass at re-creating the existing load overview screen in a mobile version and in our new design language. This would allow both our Business Development (BD) Reps (who deal with customers) and our Carrier Reps (who deal with carriers) to access and take actions on loads in the system from their mobile device. This would also allow them to respond to messages and immediate actions without the need to be glued to their computer.

Objective

To build an easy way for Reps to quickly make and revise offers, create counteroffers, message relevant individuals regarding specific offers, and view all offer details including carrier and truck information.

Problems and Pain Points

Some of the problems and pain points we discovered in our initial research included the inability of our current system to allow Reps to view important load details from their mobile phones. They had to constantly be at their computer. Because of this restraint, they were constantly missing opportunities, notifications, and sales. They needed a way to look at and share load details with carriers, and take action on loads without having to be tied to their desk.

In our research, we also discovered that nearly 24% of our Reps were already trying to access the site through their phone but were met with an incredibly tedious and frustrating experience.

Screen Shot 2022-04-28 at 10.45.36 AM.png

User Groups

We identified 8 major personas that would be accessing this experience throughout the lifecycle of a load. For the sake of scope and simplicity, we decided to focus our Version 1 entirely on just two of these personas: The BD Reps and the Carrier Reps. These roles demonstrated the most urgent need for the product and had the biggest business impact.

Screen Shot 2022-04-28 at 10.59.23 AM.png

Rep Shadowing

One important step in this project was meeting and shadowing several members from each role we intended to build for, in addition to our regular stakeholder meetings. This gave my PM and I valuable insight into how both the BD Reps and Carrier Reps used the current load overview experience, what was important to each of them based on where they were in the load process, and what pain points they encountered.

Feature Audit

One of the first steps we took was doing a complete feature audit of what was currently in our load overview experience. We created a spreadsheet that showed every feature by type of status, and we decided whether or not it was needed in our future version based on Rep and business feedback. Afterwards, we created a plan for an "MVP" version that gave them access to the necessities much quicker, so they wouldn't have to wait for all the features to be built.

Screen Shot 2022-04-27 at 3.57.05 PM.png

Iterations

Our iterations focused on providing our Reps with an experience that did not require a learning curve, but that they could access and use intuitively and immediately. We did this by determining information hierarchy, discovering what they needed to see and when, and what actions they needed to take at each step and surfacing those.

V1 Designs

Although this was a Version 1, it included all of the information the Reps would need to book a load, share load information with their carriers, make offers on a load, respond to offers including making counteroffers, and other actions. It allowed them to view any information on the load as well, contact key people involved in the load (on the carrier or customer side), and upload and view documents related to the load.

Load Overview Mobile

Landing Page

Locked Load