Cross-Border & Transload Discovery

Project Summary

in order to branch out and expand the business, Arrive recently acquired a freight brokerage company that handled international loads to/from Mexico and Canada. These "Cross-border" loads were built and handled on their own system even after the acquisition, causing many pain points and inefficiencies with our reps. Our task was to work on integrating the necessary parts of their systems with ours. 

 

Objective

Determine which areas of the previous software need to be integrated into our load building, overview, and load tracking software, determine the priority of those features, and present vision work to the business in order to get these projects on the roadmap. 

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Success Metrics: 

• Automate child-load creation and operations where possible for less manual work

• Improve tracking and border visibility, especially when a load is transloading

• Improve paperwork management & visibility in ArriveNow (internal system)

 

Results

Although this product is ever-evolving and has not been released to pilot users yet, we've already accomplished the following in the first updates to our current system: ​

• Our research helped us identify key pain points for our cross-border Reps and map them out in ways we could visualize and share them with the product & tech teams. 

• Based on our discovery work, we released additional load statuses and sub-statuses for special loads like cross-border, transloads, and loads requiring a transfer carrier. This resulted in more accurate tracking data for our Reps to provide to their customers (better customer experience because of the increased visibility!). 

• Our cost/value matrix and storymapping work with stakeholders allowed us to successfully prioritize the most important projects and get them on the roadmap, some of which have already begun work!