Scaling Onboarding for Admins

Company

Company

Company

C.H. Robinson

Product

Product

Product

Navisphere Admin - Web app

Team

Team

Team

Collaborated with an EPM, stakeholders and 4 engineers

MY ROLE

User Experience Design

UX research/testing

Visual and Interaction Design

Prototyping

Overview

Designing a bulk add user experience in Navisphere Admin tool for admins to create hundreds of users in minutes instead of hours—saving time, reducing errors, and scaling with business needs.

BACKGROUND

Manual onboarding blocked customer migration.

As C.H. Robinson began migrating from Navisphere 1.0 to 2.0, implementation teams and account reps had to create users one by one. This inefficiency quickly became a major blocker to the migration effort.

Voice of the Implementation TEAM and Account Reps

  • "Is there an importer for Nav 2.0 users? We’re implementing a customer with over 500 supplier users, and Is there an importer like the Warehouse importer?"

    Diego Rivera

    Implementation Project Manager, North American Surface Transportation

  • “Has a process been created to upload customers via a spreadsheet? We have 123 customer users. We don’t want to add them one by one.”

    Maya Lopez

    Supervisor Implementation, Robinson Managed Services

  • "Is there a way to mass add 163 customer profiles and roles in one Nav 2.0 user, or do they all have to be added manually?"

    Liam O'Connor

    Key account manager, North American Surface Transportation

  • "is there a way to create multiple logins at once, almost like an uploader? Or do we have to create each login one by one?”

    Nia Johnson

    Sr. consultant implementation team, Robinson Managed Services

Insights through UX RESEARCH

Discovery research showed onboarding speed and scale were top priorities

SOLUTION

Empowered admins to onboard hundreds of users in minutes—fast, scalable, and error-free.

Key feature / 1

Upload for mass creation

Mass user upload
Account reps and implementation teams can now upload up to 500 new users at once to create accounts. This capability removes the need for repetitive one-by-one setup, dramatically speeding up onboarding and supporting large-scale customer migrations.


Key feature / 2

Manual entry for flexible creation

Right-sized scalability
Ideal for small to mid-sized businesses, manual entry supports adding several users in a single session without the overhead of a CSV upload.

Simplified workflow
Reps can enter user details directly into the product — no need for spreadsheets or file prep, making it fast and approachable.



Results

Faster onboarding, reduced admin workload, and improved satisfaction at scale.

Key outcomes and results:

67%

faster onboarding process

Reduced setup time from days to hours, accelerating customer migrations.

48%

fewer onboarding errors

Standardized profiles and bulk creation lowered error rates, cutting down on rework.

32%

Increase in Admin Satisfaction

Improved experience and efficiency boosted confidence and adoption.

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