Overview

Problem

Target Users

Customer Service Team

Using the personas’ user stories, I developed a service blueprint for Uber Freight's end users, detailing the roles of the customer service team, client success team, Uber Freight app, and additional support resources.

Service Blueprint

Synthesized from interviews with internal operators:

Insights

Pain points

Carrier profile page works as a secondary resource for the teams to acquire information that cannot be found in their primary resources.

It’s unclear whether a carrier has been assigned to committed loads that are being managed by certain representatives

Synthesized from interviews with internal operators:

Actions

Information

Uber Freight is a subsidiary of Uber that connects shippers and carriers through a user-friendly platform, simplifying the transportation of freight and offering transparency and efficiency in the process.

The project sought to gain insights into the diverse identities of various carriers and enhance the experience and efficiency of internal carrier-facing operators by redesigning the carrier profile portal.

The current Uber Freight interface for internal operators does not provide seamless integration, forcing them to transfer between numerous platforms to manage various carrier types. This fragmentation restricts their capacity to effectively leverage the platform's functionality, resulting in a less streamlined workflow and reduced user adoption.

We conducted thorough secondary research to gain insights into the carrier industry, the freight business, as well as the 3PL and 4PL sectors. We also explored different carrier personas to deepen our understanding of the product: client success team and customer service team.

Jumping between different platforms create a lot of friction in teams’ workflow.

Teams have a lot of work spaces and need to jump between different platforms.

The team doesn’t have an accessible and comprehensive analysis on a specific carrier to facilitate load assignment.

Missing information due to the carrier side requires follow-up calls, usually with the owner-operator.

Lack of up-to-date and inaccurate information in their daily work flow.

Tools

The current [Notes & Tags] cannot serve the inter-team communication purpose well.

Client Success Team

No filter or recommendation tool for finding a suitable carrier on their profile page.

Solution

Key Feature 1:

Performance Scorecard

Performance Scorecard is a comprehensive tool for evaluating carrier performance, offering real-time visual comparisons of key metrics like on-time pickup, on-time delivery, auto-tracking, and buy-to-market.

Operators can easily assess a single carrier's performance, enabling data-driven decisions. The feature to compare these metrics over time empowers operators with predictive insights for anticipating and addressing challenges.

Key Feature 2:

User Data & Preferences

User data & preferences section offers a valuable resource for carrier performance insights, providing a comprehensive view of crucial data such as fleet size, load acceptance rate, bounce rate, and the carrier's top five routes.

This page empowers operators to make informed decisions on load assignments, optimizing freight management efficiency.

Key Feature 3:

Fixed Side Bar

The left fixed side bar is a user-friendly feature that ensures easy access to vital carrier information.

This keeps key data readily available at all times, so internal operators can access carrier information, make quick decisions, and efficiently manage operations without the need for constant scrolling.

User Persona

The time-on-task is long, requiring users to make several clicks to find the information.

Next Steps

Further user testing on the usability of the page and measure the success through task success rate and task completion time.

Key Takeaways