Velocity mobile application provided users of ElasticRun to create, assign, manage and operate thousands of shipment via road trips. The application was used as a foundational mean to operate for more than 10k+ internal customers within the organization. When UX onboarded, the central operations CentOps team managed the gaps in the workflow by stepping in at various touch points to resolve the problems by providing support. The application needed an overhaul to scale and manage large number of shipments, trips seamlessly. This required UX to step in and conduct extensive study of user behaviours, mental models and complete re-design of the end to end workflow.
There was significant improvement in the trip placements. The trip request to trip placement conversion was significantly improved by 70%.
There was significant improvement in the trip mis-calculation. This led to reduced monthly out of pocket losses.
