Scaling Self-Service
Arrive reached 1,000 loads per day in its 50th month of business. As the company continued to scale, I was hired to design its first carrier-facing product and help move a traditionally high-touch booking process toward self-service.
Beyond Automation
The first version of ARRIVEnow Carrier proved carriers would book freight digitally, but automation alone wasn't enough. Freight decisions involve timing, equipment, requirements, price, and operational risk. The next phase was making those decisions easier to understand and giving carriers enough flexibility to act without relying on a representative.
My Role
My role focused on identifying which decisions carriers could confidently make themselves, what information they needed before committing, and where the product needed to preserve human flexibility.