On-The-Go Solution for Trucking.

CarrierGo gets rid of the paper-based manual processes for picking up and delivering loads. It’s a free on-the-go solution for trucking companies to facilitate end-to-end logistics execution all in one system.

How might we create a more organized and effective way for truck drivers to manage communication with their carriers, send documents, and report pickups and drop offs?

Goals for Redesign

Goal #1: Create informative on-boarding experience

Goal #2: Make clear what stops are tied to each job and which job is next on the list

Goal #3: Simplify the action for truck drivers to report an event

Goal #4: Create a way for truck drivers to see their past completed jobs

Goal #5: Include milestones to show the progress of each pick up or drop off

Key Research Insight:

My goal was to interview several of our existing customers that are truck drivers. I discovered multiple pain points that I believe were the reasons for lack of organization and effective ways to manage communication between drivers and their carriers, send documents, and report pick ups and drop offs.

Insights Synthesized

1. Problems/frustrations with existing CarrierGo app:

• Users struggled to find which stops were tied to each job and how to view upcoming and past jobs.

• Users were confused by the misplacement of icons.

2. Users felt confused by the lack of information during the on-boarding process.

3. Users had to manually input directions separately into navigation tools like Google Maps, Waze, Sygic, and CoPilot GPS to go from one location to the next.

4. Users had no way to report problems with cargo by connecting directly with someone from the support team.

5. Users who have used NEXT Trucking, Uber Freights, and Convoy found the help center/customer service in the apps useful. However, the option to call or email the carrier directly was missing.

Persona

This is synthesized based on insights collected so far.

Learning From The Competition

Comparing and Contrasting Apps for Truck Drivers.

Trying It Out In The Real World

We released the redesign and found out that in comparison to the original design, truck drivers were able to finish their tasks more efficiently.

There were three main changes needed:

Change #1

The original design of the Jobs screen confused truck drivers because the task list was unclear and the date and time were hard to see. They needed a simple way to navigate assigned jobs, to see upcoming jobs and to view completed jobs. I addressed this need by creating job cards that show specific details for each job type. I added a drop down function in version 1 of the redesign that allows the driver to select the type of event being reported. After testing, I learned of additional areas of improvement from the users.

Change #2

Drivers needed a way to select which type of event they are reporting. As a result, an Event CTA button was created to take the driver to the Event screen. Before the redesign this was not possible.

Change #3

The original design did not have a way to show the status of each milestone. For example, when you order a package online you can track the status of the shipment and see a visual representation. I wanted to create the same function for the motor carrier and LSP.

Currently, when a milestone is completed the driver receives a message confirming that an event has been reported. He is directed back to the job details screen but there is no indication of the milestone completed.

Results

The VP of Engineering is extremely excited about CarrierGo! He called it, “The most impressive redesign the company has seen.”

- Sharad, VP of Engineering

Next Steps

• Conduct usability testing to understand user frustrations of the old design Claim Work Order flow

• Create a new Claim Work Order flow based on insights