Uber Freight Load Dashboard
Warehouse managers (receivers) sit at the end of the freight supply chain, but their visibility into when loads will arrive was poor, with ETA updates buried in emails between shippers, drivers, and Uber Freight ops. I designed a new Receivers Tool, a load dashboard with daily ETA emails and real-time tracking, that cut their planning from six steps down to two.
Empowering receivers (warehouse managers) by streamlining the process from 6 to 2 steps
At that time, warehouse managers had to go through six steps to determine their load ETAs by communicating with shippers, drivers, and Uber Freight operators. Often, they wasted time waiting for delayed loads without accurate ETAs, ultimately decreasing revenue.
A potential growth opportunity
The receivers' tool is also expected to serve as a collaborative touchpoint in the supply chain, presenting a potential opportunity to convert receivers into shippers, real customers of the Shipper Experience team
Receivers rely on manual operations using paper sheets
I visited 2 shippers in person and interviewed 5 shippers remotely to learn more about receivers' pain points. I also visited the Ops team in Chicago to interview AMs and coordinators. One key pain point was their reliance on manual operations using paper sheets and they lacked access to early or late ETAs in advance.
Shippers can choose to send ETA notification to their receivers
Revamped the transporters' interface, enabling them to select if they prefer to dispatch Estimated Time of Arrival alerts to either their incoming or outgoing facilities, grounded on user studies which indicated that not every transporter or recipient adheres to a scheduled appointment system.
Receivers receive daily ETA emails at 8:00 AM
Receivers receive emails about inbound loads every morning at 8:00 AM. I collaborated closely with ML engineers to build the ETA system. Since tracking every ETA with 100% accuracy is impossible, we decided to display a time range for the ETA based on the prediction's confidence level.
Receivers check out the real-time ETA on the load dashboard
Receivers can access the real-time load dashboard via email. I designed this web dashboard from scratch using Uber's design system. It is read-only to optimize load visibility.
Load cycle blueprint & ETA system
To deliver accurate load visibility to receivers, I collaborated closely with cross-functional teams to create an end-to-end load cycle blueprint that incorporates every stakeholder as well as the ETA system flow.
