Empowering Carriers to Manage Loads
Company
C.H. Robinson
Product
Navisphere Carrier - Native app (iOS & Android)
Team
Collaborated with an EPM, stakeholders and 5 engineers
MY ROLE
User Experience Design
Visual and Interaction Design
UX research
Prototyping
Overview
Reimagined post-booking experience—giving carriers a clear, step-by-step way to track and manage loads.
With streamlined workflows, load management is now simple, fast, and easy on the go.
What Is load management?
Load management covers every step needed to move freight from start to finish.
Each step is critical, the process must be clear, guided, and free of confusion along the way.
USER PROBLEMS
Information overload
Weak hierarchy and cluttered screens make it hard to focus on critical actions.
Poor usability on the go
Scanning, navigation, and guided workflows are missing, slowing users down.
Tracking struggles
Weak hierarchy and cluttered screens make it hard to focus on critical actions.
business PROBLEMs
Low compliance, high cost
Tracking success was only 48% vs. 70% on MacroPoint (a third-party tracking tool), costing C.H. Robinson $5M annually and making it hard to meet SLAs.
Rep inefficiency
Reps spent too much time fielding carrier questions and troubleshooting loads.
Inconsistent experience
Misaligned with EDS (Enterprise Design System) standards and fragmented across the ecosystem, creating branding challenges.
SOLUTION
Reimagined Load Management in the Navisphere Carrier app—carriers can now track, update, and manage loads in seconds, cutting rep support and boosting tracking compliance.
Key feature / 1
Streamlined Load management
Better hierarchy
Key load details surface at the top; secondary info is visually toned down for quick scanning.
Clear grouping
Related details are clustered into logical sections, reducing clutter and guiding the user’s eye.
Action-focused design
Layouts emphasize what’s most important and actionable, lowering cognitive load and enabling faster decisions.
.
Key feature / 2
Driver assignment
made simple
The guided workflow simplifies driver assignment, ensuring carriers can complete the step with clarity and confidence. When a driver isn’t already in the system, a new driver can be added seamlessly within the same flow—eliminating interruptions and reducing errors. This design improves efficiency while keeping carriers in control.
Key feature / 3
Tracking status visibility and quick tracking issue resolution
Clear status indicators
Drivers see real-time tracking states directly in their load view, quick recognition.
Guided resolution flows
When issues occur, the app surfaces simple step-by-step fixes, minimizing delays.
Faster issue resolution
By making problems and their solutions immediately visible, carriers can resolve tracking gaps quickly, improving SLA compliance and customer confidence.
.
Enterprise Design System (EDS) for Mobile
Pioneered the first mobile extension of EDS into React Native, collaborating with engineers and the design system team to create a scalable foundation for CHR’s mobile ecosystem.
📱 Mobile-first design system/design guideline
🌗 Light/dark mode color variables
🧩 Reusable components in Storybook
Results
Improved user experience, strengthened tracking performance, and reduced tracking costs.
Key outcomes and business impact:
13%
Improved SUPR-Q Scores
Enhanced usability and satisfaction with redesigned load management experience.
21%
Improved Tracking SLA
Higher tracking compliance, helping C.H. Robinson meet customer SLAs.
23%
Decrease in MacroPoint Usage
Carriers gained flexibility and control over pricing, resulting in a smoother experience and stronger satisfaction scores.
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