top of page
NEXT Carrier Portal
adding features from 0 - 1
Reduced users churn rate by 15%
Context
NEXT Carrier Portal is a B2B web product that helps 50+ trucking companies with job opportunities.
My role
Senior Product Designer
Team
PM
12 Engineers (2 pods)
PMM
Design Timeline
6 sprints (12 weeks)
Launch
2022
The Problem
💰
28%
Late on billing cycles due to late updates from carriers
⬆️
20%
User churn rate after Covid within 3 monts
Research
I got up close and personal with my users, spending a week in their offices, observing 5 dispatchers’ working senarios immersively. And I translated my insights to 2 visulized user journeys, 2 user personas, and I also proposed 3 business opportunities.
Design Backward
Once we had a plan, I worked backward and broke it down into three doable milestones, coordinating with two other teams and launching 6 key features in 3 milestones.
Results
The result is not only cuting the churn rate by 15% but also brought back 5 users.
⏩️
20%
Sooner on billing cycle
⬇️
15%
Churn rate decrease
bottom of page