NEXT Trucking
NEXT Carrier Portal
NEXT Carrier Portal is a B2B web product that helps 50+ trucking companies with job opportunities.
Overview
As the lead designer for the Carrier Portal, I initiated in-depth user interviews to uncover deeper user needs and proposed a three-phase roadmap to balance manual tasks with automated workflows.
Timeline
6 sprints (12 weeks)
The Team
PM, 12 Engineers (2 pods), Marketing
My Role
Senior Product Designer
The Problem
Late in billing cycles
User churn rate
Average outstanding
payment to each user
Impact
The result is not only cuting the churn rate by 15% but also brought back 5 users.
Process
Design fast, test fast, iterate fast in a rapid agile environment.
Research
Work Backward 3 Milestones
Test + Iteration
Research
I spent a week onsite with users, closely observing the workflows of five dispatchers in their day-to-day environment. From these immersive observations, I created two detailed user journeys, two personas, and identified three new business opportunities based on my insights.
User Journey Studies
After conducting user interviews and analyzing user behavior, I developed user journey maps to visualize the steps a user takes to accomplish their goals.
Work 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.
Milestone 1 -
Job Bundling
Milestone 2 - Scorecard Roadmap
Mobile App Iteration
To ensure the success of Milestone 3, I proposed iterating on 12 mobile features. Within two sprints, we launched two key features, resulting in a 46% increase in user engagement.
Milestone 3 - Job Distribution Roadmap
Next Steps
As the company explored turning our portal into a SaaS model to drive profitability, I designed over 20 conceptual screens to support the vision and spark stakeholder alignment.
Full Deck
Curious about the twists and behind-the-scenes stories from development? I’d love to share more in my case study presentation.
