About

Improving supply chain accuracy: Modernizing and consolidating fragmented transportation systems into a single, unified platform.

Problems

Across the distribution network, planners "lack of a single source of truth."

Users rely on "tribal knowledge" to navigate an inconsistent process.

Despite 75-80% of load planning work being consistent, users were forced to use multiple, unreliable systems.

Fragmentation resulted in planners spending one-third of their day on administrative tasks and error correction.

Solutions

• Moving from manual triage to high-value optimization: shifting the focus of the work.

• Unified Interface: Integrating scheduling and carrier data into a single dashboard, eliminating multi-tool navigation.

• Task Automation: Digitizing manual workflows, system-generated carrier alerts, and AI-assisted route optimization.

• Proactive Visibility: Real-time dashboards for transit audits and accurate, live reporting to replace manual Excel trackers.

My Role

Directing a comprehensive user research study across various distribution node types.

Consolidating fragmented systems and manual workflows into a single, simplified experience, improving accuracy and efficiency in the supply chain.

The Process: Capturing a “Day in the Life” of Load Planners

• Stakeholder Intake: Live workshop sessions with 14 business and product teammates; recording objectives, hypotheses, and goals.

• Contextual Observation & Interviews: Moderated in-person and remote interviews with 12 users across multiple sites.

• Synthesis & Mapping: Used Figma to develop detailed process flows, proto-personas, and journey maps representing a 24-7 operation.