Designed for Loadsmart in 2022
an Onboarding Process
that drives Engagement
for a Carrier TMS
Carrier operators use Transportation Management System solutions to manage and run their business in many aspects, such as planning; execution; optimization; freight management; and general administration;
The project was done for Kamion, a TMS product owned by Loadsmart.
I had the chance to redesign the onboarding experience including platform UX improvements, self-onboarding features, and help content for 2,800+ carriers in the US freight market.
Product Designer
User experience
Visual design
Prototype
User validation
Data analysis
Comprehensive self-onboarding
Our main goal was to increase customer engagement and reduce churn. For that to be possible we created the Onboarding Taskforce, a working group with Product, Design, Customer Success, Sales, and Marketing teams aligning efforts to achieve our common goal.
My main objective in this project was to design a self-onboarding space for users to learn and understand the product's capabilities. Also, I wanted to improve findability by creating a clear path to facilitate users' daily tasks.
Get started page
Once the user enters Kamion for the first time, we receive them with 3 major steps to start functioning well, besides that we recorded 6 instructional videos explaining the platform's full potential, and then we organized direct links to the most used/wanted pages.
PRINCIPLES
Comprehensive
Adaptable
Global search
We discovered that users had problems searching for specific features or entities within the platform. Therefore, I designed a search bar capable of searching for anything that would be constantly available to them.
Results
Since the first release, we have seen significant results. To follow up on our metrics, we built a dashboard on Mixpanel to monitor the product's performance.
Furthermore, 2 months after the release, we re-applied the Customer Effort Score (CES), and the Net Promoter Score (NPS) to understand better the impact of this initiative
Increased Customer Engagement* from 56% in March to 85% in August.
*Clients that dispatch 2 or more loads in their first 15 days.
Reduced Customer Effort Score (CES) from 3.7 in February to 2.5 in august.
Increased Net Promoter Score (NPS) from 24 in March to 48 in August.
Selected projects
Subscription StorefrontCustomer Facing
Subscription PlansBack Office
Based in Portugal.
Online Worldwide.
© 2024 Mateus Bolsoni