A trade-only freight exchange platform for courier jobs in the UK and Europe, committed to establishing real-time connections between drivers and dispatchers.
Self employed drivers found it hard to keep track of new jobs and efficiently deliver loads. Load owners needed prior education to understand how to use the web platform to post jobs to ‘The Exchange’, the general experience was complex leading to a lack of engagement.
How do we simplify the process of the driver’s next job in the app? How do we address key priorities in the web platform to simplify a better experience? How can we combine common workflows of a courier’s business needs within one place?
We needed to map out and understand what the driver’s routine for a job looked like and then design a workflow in the app to aid that process. The current driver app allowed the user to set their status but it didn’t alert the driver about their next job. We needed to introduce push notification and land them in the app on a map page so jobs, status and journeys were centralised in one place.
If a driver set their status to ‘I’m available’ the next job would appear automatically at the bottom of the map area highlighting to the driver how far away they were from starting their next job.
The current app had the downside of manually setting your status but the new app proposed doing that in the background – for instance it would geo fence the pick up point location and set your status to ‘Arrived at pick up’ once in that location, this was useful to load owners as they could track progress of delivery. Dispatchers could also monitor jobs in progress and empty vehicles.
One of the pain points for self employed drivers was managing paper work. Drivers would have to scan ‘proof of delivery’ and send an email with a matching invoice to get paid. This task needed to be actioned and recorded within the app so drivers could stay organised and send documents on the move.
On receipt of delivery, drivers needed to present their Virtual ID in the Apple Wallet so they could be checked and verified. This was a quick process that validated their company details with a time and date when the check was made.
Previously when receiving invoices and documents through ‘The Exchange’ it was difficult to manage as documents were found in different places and suppliers would provide information in different ways making it hard to match documents. Also disputes and queries were logged manually and an account manager needed to search for invoices quickly.
A Finance web app was created which outlined tasks that needed to be actioned between ‘Accounts payable’ and ‘Account receivable’. The user could see the status of jobs that may be awaiting documents for approval before making payment. An intuitive search and filter mechanism was introduced so account managers could find information quickly.
Proof of delivery was captured and received from the courier with an invoice so it could be matched with its order details to enable payment to be processed. If there were any disputes or queries, messages could be sent to the associated job between the driver and finance department.
All of these processes aligned workflows and communication in one place removing any form of manual task. The system also enabled Quickbooks integration and performance reporting.
Load owners would post a job (to move goods) to the Exchange and look to find vehicles within a company or maybe contact a self employed driver for hire. Drivers would look for loads to quote on for their next job and this created purpose of ‘The Exchange’ which was a desktop web app.
Journeys were discussed and iterated on with an ongoing design system, moving away from wireframes and using components straight from the library. Common functions and patterns started to be establish as the product developed.
As more designers joined the process rules were formed around how pages were created, so we ran workshops with the team in the UK and Ukraine to articulate underlying content structure.
I worked closely with product owners to understand the strategic approach of how we could combine common workflows of a courier’s business needs. This included finding jobs / vehicles on ‘The Exchange’ with a new flow of ‘The drivers’s next job’ in the iOS app. The process of drivers being able to quote for jobs and finance departments being able to match received invoices with ‘Proof of delivery’.
These core sections resulted in a new improved experience for users with a complete architectural restructure of a web app that utilised a comprehensive UI design library, which I initially created – working with design, dev and product owners globally.
Richard really helped us improve our design and design processes across our product portfolio. He spent his time with us developing and implementing our design system, visual language and information architecture for the redesign of our products. He is very passionate about his work which helped him gain a deep understanding of what we do. Also, he really gets work done!
Working closely with the team he was able to work on multiple design tasks at once, getting hifi designs and prototypes together for user testing and development quickly and of high quality. I wouldn’t hesitate to recommend or employ Richard in the future!
I’m a freelance UX UI designer. I’d love to collaborate with you.
My aim is to design products with a focus on the end user.
I work either on my own or as an extension to your team.
I’ll get straight to it, I’m here to add value and work with you to achieve the best results. Think of me as a collaborative design partner.
It’s not just what you do, it’s the way you do it
I’ll engage with you to understand the scale of the requirement and propose the best fit. If you have an idea or need something creating from scratch, I can develop your brand or product no matter what stage you’re at.
Generally all projects have a discovery phase of which I may propose a moodboard of ideas, undertake an audit and then craft interactive wireframes so you can review and show potential users.
At this stage a brand identity is either in place or I can work with you to create one. The moodboard from the discovery phase will help inform a creative direction so an overall UI design style can be applied to the approved wireframes.
Depending on what your product might be whether it’s an app, portal or website, delivery of the final piece of work is produced in Figma where a file is duplicated and shared with development for handoff.
In a nutshell, this is what I can help you with
The goal is typically to attract people who may be interested in your products or services. Crafting an online presence is critical – I’m here to design that experience and get it right.
Got an idea for an app or need the UX UI reviewing on an existing app? I love creating beautiful user journeys. This starts with initial wireframes through to animations and high fidelity visuals.
It’s really important we establish an idea of how your product and brand will fit within the market. I’ll define a creative direction in the form of a moodboard to set the scene right from the start.
Having a design system helps build products at scale. What this means is it enforces consistency with reusable components. This is something I use with every project.
You’ll start to get a real feel for what we’re creating when you can interact with a prototype. It helps showcase the end to end flow for potential users and developers.
You might think you need a new website, well firstly I’ll discuss if that’s the right approach. In the early stages I’ll identify your needs and advise how best we achieve your goals.
If it’s worth a read, I’ll let you know
Sometimes people just have nice things to say
Richard helped set the bar in terms of quality, attention to detail, pace and collaboration, between the UX and front end design teams. I was very impressed by how pro-active Richard was. The man never stops working, he would actively seek out new projects with the UX team and request that his design assumptions were given the acid test with real customers. What is more, the feedback Richard received from the lab sessions was acted upon and iterated into his work where appropriate in a very timely fashion.
Richard is a great designer and hungry to check his work and improve it in a user centred way.
I brought Rich in to work on site at a client’s premises with me on a large, complex and challenging project. I had been on site for over a year already so already had a deep understanding. Rich quickly got up to speed then translated my ideas into a very elegant and thoughtful design that the client loved.
With a masterful use of Sketch Rich set the project up with a new symbol library and produced an Invision prototype then we started layering on additional functions and exploring the initial concept in more depth, with the design system we had put in place we were able to make rapid progress and keep a strong level of control and consistency.
Rich always challenges what he is given and brings his own ideas which he presents with a lot of enthusiasm, he is very passionate about what he does and i would not hesitate to hire him again in the future.
Richard was an excellent addition to our team. His flair for design exceeded our already lofty expectations but his positive attitude and contribution towards other team members was a bonus.
He was a pleasure to communicate with and delivered a high volume of work which always surprised and delighted us.
We would love to have Richard back again in future and I would have no hesitation in recommending him to anyone looking for a creative and proactive designer.
Richard really helped us improve our design and design processes across our product portfolio. He spent his time with us developing and implementing our design system, visual language and information architecture for the redesign of our products.
He is very passionate about his work which helped him gain a deep understanding of what we do. Also, he really gets work done! Working closely with the team he was able to work on multiple design tasks at once, getting hifi designs and prototypes together for user testing and development quickly and of high quality. I wouldn’t hesitate to recommend or employ Richard in the future!