Evaluate Before Redesigning
ARRIVEnow Carrier’s document upload experience had accumulated usability problems as the portal grew. The feature relied on a legacy component originally intended for internal use and was constrained by Arrive’s integration with TriumphPay, the third-party platform supporting carrier payments and document workflows.
Rather than immediately redesign the experience, my design director suggested I use a quarterly goal to conduct a heuristic evaluation: systematically reviewing the workflow against established usability principles to identify problems, explain why they mattered, and create an evidence-based backlog of potential improvements.
My Role
As the senior product designer on the Carrier team, I independently evaluated the existing experience, documented usability violations and their severity, and translated the findings into recommendations my product manager and lead engineer could use when discussing roadmap priorities.