UniGroup

The nation’s largest household goods relocation organization with a portfolio of brands including United Van Lines, Mayflower Transit, and UniGroup Logistics. The pandemic hit the transportation industry especially hard and moved its focus inward. My team was able to tackle a backlog of user requests and make large sweeping updates.

UX Design

Product Design

Development

Graphic Design

Problem

NPS scores and user feedback were negatively impacted by abandoned epics.
Design Systems were in place but variants had popped up between apps.
User adoption was less than ideal with many key features going unnoticed.

Solution

Large Epics

Stakeholders requested big ticket items before peak season. Dissolving large epics into smaller stories allowed us to minimize blockers and deliver at an accelerated pace.

Guided Learning

"It's fun going around trying to find new features when you all do a release!"
The team supported me in spearheading user tutorials and learning. I chose Appcues to enable guided & trackable tutorials to coincide with future releases.

Process

Saved Search Tabs

Searching was an arduous task. Studying workflows uncovered a high likelihood of repeat searches using common identifiers. A saved search for common process' and session saves using tabs was built.

Dingleberries

The business requested a new guaranteed shipment window. We needed to emphasize their importance. Using only 10 pixels we highlighted its higher margins without requiring new columns.

Appcues

Began using the software to create tutorials for releases. Realizing the tool could get in the users way, my team helped build a launchpad to house tutorials and notes. I was able to absorb platform announcements and implement quarterly NPS surveys.

Testing

The key to success is intuitive, human centered design. We were fortunate to have a deep user pool to test features and flows. My team utilized Maze as it allowed honest feedback on whether the build resonated with the intended audience. Failure is inevitable. It is through those mistakes that you learn how a user interacts with your product.