A logistics company faced growing mistrust and inefficiency, to meet modern customer expectations they needed to modernize the LTL freight experience with personalization, automation, and transparency.
I helped lead end-to-end customer research and experience design to define a prioritized portfolio of LTL Freight CX opportunities, and an intentional pricing strategy of existing services. This work translated fragmented operational pain points around rating, tracking, disputes, and visibility into a cohesive set of guiding principles and high-impact experience concepts, including smarter accessorial guidance, cost optimization, automated claims resolution, and proactive shipment visibility.
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