From Chaos to Control: XPO Logistics Empowers LTL Shippers with a Frictionless Experience
A self-service portal that let LTL shippers track freight, find documents and pay invoices without calling customer service.
Disclaimer: I have omitted and obfuscated confidential information in this case study to comply with my non-disclosure agreement. The information in this case study is my own and does not necessarily reflect the views of XPO Logistics.
- Role
- Design Manager, interim product lead
- Company
- XPO Logistics, LTL
- Duration
- 12 weeks
- Launched
- 24 February 2020
XPO’s LTL customer portal, inherited from an acquisition, had been patched for years. Shippers phoned customer service for tracking updates, documents and invoices, and some were moving freight to other carriers on routes they didn’t trust.
In 12 weeks I led research, a decision workshop, prototyping and usability testing, and aligned executives, sales and customer support around a self-service portal built on the LTL design system I led.
The cleanest navigation I designed tested the worst.