Unattended Deliveries
The Problem
This work increased the efficiency of transportation managers & increased the transparency of J.B. Hunt with its customers. With this work, once a driver submits a photo in the DRIVE app it is sent directly to the manager's email with all of the details that are relevant to the load. It is also sent directly to a TMS that the customers have access to reducing J.B. Hunt's liability once a load is delivered & increasing transparency with the customer.
The Value
Some accounts handle deliveries at night when there is no one at the receiver to sign for the delivery. Since the delivery is overnight, the driver has to leave the load at one of the facility doors. Without anyone to confirm the state of the product upon delivery, J.B. Hunt could potentially be held liable if someone were to break into the trailer or steal the product after the driver left. There was a process in place for drivers to submit photos of the load once they delivered it, but it did not include any details of the load. As a result, the transportation manager had to message back and forth with the driver to obtain the necessary details to send to the customer.
I sat down with representatives from the business to get a better understanding of the problem. They let me know that in their current process when a driver sent a photo of the load that they delivered to their manager. The manager would have to go back and forth with the driver to get further details on the photo such as load details & stop details so that they can send them to the customer.
Research & Discovery
The Process
We started with our first workshop, which was the ideation session. This meeting was 2hrs long. Everyone sketched their ideas, brought them to the table, and then presented their ideas. Some people wrote their ideas, some people did very simple sketches, and a couple did high fidelity mocks. The goal of the workshop was to gather everyone's view point on how we can solve the problem. To make sure we gather as many view points as possible we have the Product Owners, Business Analysts, driver representation, Developers, UX Designers, and Product Managers. This allows us to work collaboratively and leave the ideation session with a unified idea of how we want to solve the problem.
While each person is presenting, the others are taking notes on their likes, the challenges, and the what-ifs of each idea. A lot of the challenges come from the developers as they see things that are not feasible.
01.
Workshops
Ideation Session
Final Design
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The driver is able to attach all relevant details with the photo that he submits.
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We gave the driver the ability to save a default email address since they will be mainly communicating with their manager.
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The driver will get a confirmation message in their inbox with all of the details that they submitted with their photo.