Context
An empty planner is designed for carriers who don’t own trailers. In power-only transport, drivers must pick up an empty trailer, load it, and deliver it to the destination. J.B. Hunts’s empty trailers offer more flexibility—drivers can pick them up and drop them off at different locations, unlike other carriers that require trailers to be returned to the original yard.
Problem Statement
The issue affects both the Customer and Carrier/Driver experience. Carriers who select power-only loads often don't understand they must pick up an empty trailer before going to the shipper. Despite multiple notifications, this continues to be a problem causing frustration for all parties.
The current fractured workflow can result in Customer Planning Representatives (CPRs) missing that a carrier hasn't been assigned to pick up an empty trailer. This leads to carriers arriving at customer locations without equipment, wasting drivers' time and disrupting trailer pool balance.
To address this, they've created the Equipment Reservation Monitor System (ERMS). The goal is to integrate this service within Carrier360 to help carriers identify when they need to pick up an empty trailer before collecting a load, and when/where to drop the trailer after completing the load.
Objective and Goals
Carrier360 users on the web and mobile should be able to easily determine which of their JBT power-only loads still need equipment plans on the front or back end, and which are in good shape.
Give clear visibility and guidelines to how to plan and execute the empty trailer moves.
Team Overview
Mobile Designer - Osas Oyara
Web Designer - Mark Stoner
My Work
I was the primary mobile designer. I work with Mark Stoner (Web Designer) to ensure that user's workflow is aligned with their prospective applications.
Workflow
Pre First Stop
Post Last Stop
Process
Document current web mobile workflow
Identify the ideal mobile and web workflow
Persona
Owner Operator
Impact
Power-only carriers don't like to drive too far out of their way to find an empty.
Problems
Since our users were busy and didn't trust our brand it was hard to get user testing.