Centralizing Carrier Negotiation
As ARRIVEnow Carrier increased self-service booking, more carrier negotiations moved into the portal. That created a second problem internally: carrier sales reps were now managing offers across conversations, screens, and workflows without one place to understand what needed attention.
I designed Offers Central, an internal XLR8 workspace that centralized active offers and gave reps a faster way to accept, counter, decline, and prioritize negotiations.
My Role
As the product designer embedded with the Carrier team, I worked across the external carrier experience and the internal tools supporting it. I mapped how offers moved between carriers and reps, worked with product, engineering, sales, and operations to define the workflow, and designed the system from early concepts through pilot iterations.