CONVOY OPERATIONS
Convoy is the leading digital freight network, using automation and machine learning to connect shippers and carriers efficiently and minimizing waste.
I designed an operational workflow experience that allowed Convoy's team to schedule, track, manage, and troubleshoot tens of thousands of live shipments traveling all across the country.
OVERVIEW
Objectives
Convoy fields a robust operations team that specializes in multiple functions. For the team to work at the pace and complexity needed to support live shipments, the initial workflows often relied on managing dozens of spreadsheets, Slack channels, and emails for team members to communicate, coordinate, and execute successful shipments.
Our objective was to develop and implement an evolved operations experience where work could be accurately tracked and completed amongst a team of mixed specialties. Working with operations managers and product, we agreed that not only did we want to improve the team’s speed, accuracy, and ability to collaborate, but to also provide a guided experience where new operations team members could onboard and learn quickly.
A secondary goal was to reduce and eliminate the number of third party tools we were using. An operations task could sometimes require someone to reference multiple documents, chat messages, and other resources scattered amongst multiple applications.
My Role
My role was the senior designer and researcher, working with a team of 1x product manager and 8x engineers. Tasks included:
Design research into the day of the various operations teams, from generative research into opportunities to task observation
Working with operations managers to identify areas of inefficiency and improving the tooling to improve time on task in the product
Collaborating with support staff on integrating and standardizing processes into the product that previously relied on training, external tools, and tribal knowledge
Designing the interface and workflows
Working closely with engineering and product for implementation and delivery
Exploration
Initial Research
An important method of research was simply observing common tasks. Through observation, I identified users having to scan haphazardly amongst one screen, then referencing a Slack message, and following up by having to search for a Google doc for guidance.
I also worked with many operational teams to understand and map out how particular tasks moved through different teams and areas of expertise, and the unique workflows to each role.
Design
Detangling the Board
I designed a singular interface and workflow that allowed a more linear, step by step list of tasks with direct references to relevant messages, resources, and data events.
Several older dashboards existed that were challenging to use - a huge amount of information shown with insufficient information hierarchy and a lack of signal on what needed actions.
Instead, I designed a task list that provided high visibility indicators on status, progress, and next steps.
Outcomes and Next Steps
In order to measure the effectiveness of the taskboard and various features, we monitored real world working times for various tasks, both before and after implementation. In many cases, a 5-10 minute task could be completed instantaneously (such as in the case of the scheduling assistant). Over time, this would save operations several hours a day per person, amounting towards huge efficiency gains and cost savings. We measured an overall improvement of 30% time on task reduction.
Furthermore, these tasks aided by the additional info provided increased the accuracy and reduced support calls. Furthermore, new employees accelerated their onboarding routine and were able to effectively work on teams faster than before.
Lastly, one of the business needs was to open a second operations office. To reduce the burden of training, work management, and onboarding, this project was a critical requirement to the successful opening of that office.
Ⓒ 2024 ROBIN FU 付如斌