The Arrive Journey

Project Summary

This project was inspired by our company's need for visibility into the lifecycle of a load across multiple phases in the process and many departments that interact with loads on a daily basis. The project entailed deep research and observation of user behaviors involving many different personas and roles in the company, collection and organization of this data, and production of a journey that could be used in connecting and understanding different people and roles together as well as training people on the "bigger picture" of our business. 

Objective

To design a visually engaging journey map that demonstrates the life of a load from start to finish, and highlights key events during the lifecycle including the personas that interact with the load and the software used in each phase.

Problems and Pain Points

I volunteered to take on this project because I saw a big lack of understanding between departments and people throughout the company. I had a strong desire to bring together all of this information in a clear, concise, and visually engaging way so that anyone could see what is involved at any level and know where to go if they wanted to learn more about a specific part of the process. 

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Research

My research involved shadowing and interviewing dozens of our people spanning every department in hopes to gain a really clear picture of what everyone does and how they do it at every point in the lifecycle of a load. This process took months of coordination but was well worth the time because of the deep understanding I gained from each session. 

Iterations

This project required MANY painstaking iterations as I learned new things or as information shifted or changed. I still consider it a working document as we are always improving our processes.