“Create a system where it’s not easy for me to fail….When I think of the new hires who will get to come in under 360, I’m excited that they mostly won’t have to go through that [what I went through] and can start off so much more efficient than in the past. I don’t know if you appreciate how huge this is, but its huge.”
- N. Drake, J.B. Hunt Fleet Manager
Design Thinking
Empathy MapS • Thinks | Feels | Says | Does
Problem Maps • Recording & categorizing known problems with existing processes
PROCESS MAPS • Current Empty Planning & Service Monitoring Maps
Solution Maps • SUGGESTED IMPROVEMENTS SORTED BY DESIRABILITY AND FEASIBILITY
JOURNEY MAPS & PAIN POINTS
Design Thinking Findings
• Each business unit has different needs – dynamic data
• Alerts at a glance
• More info on the timeline
• Instant Messaging with canned messages
• Carrier Driver Assignment
• Sorting by load status, service level, number of statuses
• Recommended Backhauls
• Touring / Reverse Touring
•Responsive designs
• Stop level exception management history
• Container availability at stop locations / bad order equip
• Marking stacked containers
• Rewards (gamification) for good service volumes
• Tracking the entire life cycle of a load
• Missing Paperwork (Documents)
• Filter by OBC errors
• Load in detention email
• Load in detention indicator
• Customizable metrics dashboard / Tasklist
• Task Management
• Driver Scores
• Customer Scores
• Driver’s current location
• Carrier Reliability scores
• Order Tracking
Load monitoring dashboard
Load Timelines
LOFI-CONCEPT
J.B. Hunt's tracking application was the first design project I led as a new designer in their freshly minted User Experience Department. Working with several business analysts, product owners, UX research, a team of developers, and fleet managers who used the application to track loads on a daily basis, we upgraded a legacy tracking systems that was originally difficult to navigate, and was not made to handle exceptions universally for all business units. Together, and after much user testing, contextual inquiries, competitive analysis, and tech conversations with front and backend developers, we provided revisions that immediately improved the existing application, then cast a vision for what tracking might look like in the future for logistics companies given the great needs of our fleet managers.
• Exception management prioritized by load value and customer service levels
• Views of planned loads
• Historical load timeline views
• Improved map UI
• Views with loads containing multiple stops at a single location
• The ability to view events on timelines other that stops, such as load status
• Multiple modes of transportation on a single timeline
• Examples of vertical and horizontal timelines
All of these features and more are unique design improvements that I introduced to the Tracking App after careful research and design iterations. Although J.B. Hunt's partnership with Google Maps changed the trajectory of our map and timeline implementation, the design improvements I piloted are still sourced as a design standard department wide for new load timeline and map features.
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For my work on 360 Tracking
I was the inaugural recipient of the coveted, J.B. Hunt UX Department U-Rock Award in 2019
- Michael Mooney [Manager] & Josh Cottrell [Director]
