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Better data, smoother hauls, smarter freight.
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UBER FREIGHT
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Better data, smoother hauls, smarter freight.
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1 Problem
3 Solutions
UBER FREIGHT
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Better data, smoother hauls, smarter freight.
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Better data, smoother hauls, smarter freight.
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Project Overview
Enhancing the freight experience through smarter UX—streamlining load management, reducing errors from inaccurate shipment data, and improving workflows for shippers, carriers, and support teams.
Project Overview
Enhancing the freight experience through smarter UX—streamlining load management, reducing errors from inaccurate shipment data, and improving workflows for shippers, carriers, and support teams.
The Carrier
The Shipper
Customer Success & Support
Saas
Redesigning
Uber Freight
TEAM
Paz Mali, Noy Goldenberg,
Sharon Fridman, Mor Perry
ROLE
UX UI Designer
COMPANY
Uber Freight
4 Weeks
2025
SCOPE
Case Study
The Problem
Inaccurate Shipping Data Costs Billions
Every year, businesses lose $600 billion in the freight industry due to inaccurate or incomplete shipping data. These errors ripple through the supply chain, causing delays, cancellations, and unnecessary costs.
5 Weeks
4 Teamates
3 Solutions
Personas
Pain points, Goals & Needs
Hover
The Shipper
Bev
Bev from Bev’s Beverages
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small business owner
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limited logistics experience
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uses Uber Freight to book a shipment.
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quickly becomes overwhelmed by unfamiliar terms, increasing the risk of errors.
The Carrier
Carlos
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independent truck driver
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due to incorrect data, he realizes the cargo won’t fit in his truck.
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His options are: Cancel the shipment, causing delays and a $250 penalty to the shipper
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Request removal from the shipment, wasting time and fuel
Customer support & Success
Elain
Elaine works in Uber Freight’s Customer Success and Support Team. Her role involves monitoring and resolving shipment issues in real time.
The Shipper
How might we help business owners prevent errors in their shipping data?
Original Order Entry Form
When a shipper opens Uber Freight to book a shipment he encounters the Order Entry Form—a dense, technical form requiring precise information.As Shippers fills out the form, she quickly becomes overwhelmed by unfamiliar terms, increasing the risk of errors.
The Solution: AI-Powered Order Helper
We introduced an AI-powered Order Helper—a chatbot designed to guide users through the form, minimizing mistakes and confusion. Here's how it works:
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Progressive Disclosure: The form is broken into expandable sections, reducing cognitive overload.
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Context-Aware Chatbot: The AI assistant detects which section Bev is in and simplifies complex logistics terms.
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Step-by-Step Assistance:
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AI: “What is the product?”
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Bev: “Bottles of wine.”
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AI: “Are they full or empty?”
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Bev: “Full.”
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AI continues guiding Bev through dimensions, weight, and classification codes.
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Real-Time Validation: As Bev completes sections, a green checkmark confirms correct inputs, ensuring accuracy before submission.
New AI Order Entry Form
The Solution
AI-Powered Order Helper
AI-powered Order Helper—a chat designed to guide users through the form, minimizing mistakes and confusion.
AI-powered chat designed to guide users through the form, minimizing mistakes and confusion.
Ai Step-by-Step Assistance
The AI asks and guides step by step through weight, dimensions, and freight class—making order entry fast and accurate.
Progressive Disclosure
The form uses expandable sections to reduce overload, while a context-aware AI assistant guides Bev with simplified, section-specific help.
Real-Time Validation
When a section completes, a green checkmark confirms correct inputs, ensuring accuracy before submission.
Meet Carlos
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independent truck driver
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due to incorrect data, he realizes the cargo won’t fit in his truck.
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His options are: Cancel the shipment, causing delays and a $250 penalty to Bev
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Request removal from the shipment, wasting time and fuel
How might we help carriers prevent shipment cancellations due to inaccurate information?
The Carrier
How might we help carriers prevent shipment cancellations due to inaccurate information?
Introducing Load Split
Feature that allows carriers to adjust their shipments dynamically instead of canceling them entirely.
For Shippers
Shippers split their loads into multiple shipments
01
For Carriers
Carriers maximize truck space and reduce empty miles
02
For Uber
Uber Freight maintain seamless logistics with fewer cancellations and inefficiencies
03
The Shipper
How might we help carriers prevent shipment cancellations due to inaccurate information?
Customer Success
& Support dashboard
Customer Support & Success Team
Monitoring and resolving shipment issues in real time.
The real time panel
Split Load Data
Ai tool Mistake Classification
Form Mistake Classification
Disputes Classification