Oct 2022 - Oct 2023
SWIFT Intermodal
Web Application that integrate functionality for Customer Service and Operation Teams
My Role
Throughout the project, I collaborated closely with our UX researcher to shape the product roadmap, plan and conduct user research, and document key insights. This partnership allowed us to integrate real user feedback early and continuously throughout the design process, ensuring our solutions were grounded in actual user needs.
*Details of this project are protected under an NDA. I'm happy to discuss my role and contributions further, please reach out at yenthuc.tran112@gmail.com.
Summary
Context
Knight-Swift Transportation is one of the largest full truckload carriers in the U.S., headquartered in Phoenix, AZ. I worked with the Swift Intermodal Team to design a modern solution to replace their legacy AS/400 operations system.
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The project began with a small UX team, one UX researcher and myself as the sole UX designer. As the scope expanded, another designer joined the team. Our primary goal was to fully replace the AS/400 system.
Research & Discovery
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Conducted initial interviews with 6 customer service representatives
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Expanded research to include 21 end-users across departments: Customer Service, Planning, Driver Management, Leadership, and Pricing
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Collected qualitative feedback on pain points, daily workflows, and system limitations
Key Outcomes
Addressed pain points across multiple user groups:
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80% for Customer Service
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45% for Planners
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36% for Driver Managers
Reduced workflow complexity and streamlined tasks such as order entry, plan assignments, search, and planning workflows
#1 - ORDER DETAILS
Solved key usability issues by designing innovative front-end solutions within backend constraints.
#2 - PREPLAN ASSIGNMENT DASHBOARD
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