Transportation Management System - Control Tower
Discipline: UX Design UI Design Interaction Design
Collaborators: Product OwnerCustomers
Creating quick actions to an ever growing customer facing product.
A TMS (Transportation Management System) allows our customers to book shipments, so that they are able to move products. These products can be moved from one side of town to another, or to the other side of the country. Some typical customers include grocery chains, retailers and manufacturers.
My Role
My role was the sole designer on this project and to work with our company's product owner and our external sales leader. It was my job to iterate and create clickable protptypes.
Though our TMS product is capable of many things such as tracking spending and making payments, most users are going to use it for booking, receiving quotes, and tracking. We've been tasked with creating quick actions for those users to quickly be able to book, quote, and track shipments.
we'll throw in some A/B Testing here
The Approach
My approach started with me meeting with one of the sales managers. We covered "The Why' we were doing this (to better set-up account managers for success), but other than a few screenshots he liked, that was about as much info as he had.
"I don't know what I want, but maybe I'll know when I see it"- a very hopeful co-worker
Next, I began researching sales coaching CRM's. This included watching online demos, reading as much info as I could find, trying to learn how success was measured, and trying to see how effective they were.
Breaking coaching into the various sections: margin, sales pipeline, order count, activity, sales, active accounts, operations, and service.
Persona
As a sales person, I have a lot to learn when it comes to the business of logistics, but even more to learn when it comes to how and which potential customers to approach. Because of the steep learning curve, turnover rates for the account manager role are really high.
Cameron Burke
About
- Job: Account Manager
- Age: 22
- Education: College Grad
- Marital Status: Single
Goals
To gain financial success post college graduation while becoming established in an unfamiliar industry.
Frustrations
Understanding how the industry works, while trying to build relationships with prospective clients.
How Might We
To get a better sense of direction, the sales leader and I sat down and conducted a "How Might We" exercise. This helped us focus more on how we were going to accomplish our goals.