Helping Carriers Negotiate Smarter
C.H. Robinson
Navisphere Carrier - Native app (iOS & Android)
Collaborated with an EPM, stakeholders and 4 engineers
MY ROLE
User Experience Design
Visual and Interaction Design
UX research
Prototyping
Implementattion
Overview
Turned endless phone and email negotiations into seconds through the app.
I led the design of a digital offer experience that empowered carriers, reduced rep workload, and boosted booking rate.
BACKGROUND
Negotiation is core to freight booking—72% of loads go through it.
Carriers rarely accept default prices and consistently seek better rates to protect their margins. Yet the process was trapped in the past.
USER PROBLEM
To make an offer, carriers faced endless calls and emails—it's slow, time-consuming, and draining productivity.
Business PROBLEM
Carrier reps burned hours on negotiations—driving up labor costs, blocking scale, and costing C.H. Robinson booking growth.
SOLUTION
Launched Digital Offers in the Navisphere Carrier app—now carriers can submit, counter, and accept offers instantly, turning hours of calls into seconds through the app.
Key featurE
Freight price negotiation and instant booking
Once a carrier submits an offer and C.H. Robinson accepts, booking is instant. The app confirms the agreed rate and holds the load for the carrier to book within 15 minutes.
Results
Increased booking rates, reduced rep workload, and boosted carrier satisfaction.
Key outcomes and business impact:
14%
IMPROVED BOOKING RATE
Carriers were able to act faster through in-app offers, leading to quicker decisions and higher booking conversion.
27%
reduceD carrier reps work
By digitizing negotiations, reps spent less time on repetitive calls and emails, freeing them to focus on higher-value work.
16%
Increased user’s satisfaction
Carriers gained flexibility and control over pricing, resulting in a smoother experience and stronger satisfaction scores.
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