Triumph

Project Objectives

Triumph is looking for a UX partner to add velocity & accelerate integration.

The Goal

• Add velocity to get ahead, currently backend development has outpaced design

• Drive efficiencies through process improvements

• Develop deep understanding of customer journeys and personas

• Build and evolve a world class transportation payments network

• Drive loyalty through efficient and seamless integration

• Build a foundation strategy that will scale 4

Project Overview

Over the course of 8 weeks, our team conducted in-depth interviews with 7 TBC Clients including, owners, dispatchers, office managers, and accounts receivable personnel from large and small logistics companies. We interviewed 6-7 TBC employees throughout the organization to better understand their experiences. Interviews covered many topics, including onboarding, ordering, service, billing, self-help and customer support. User insights led to the creation of initial UX designs and revealed strategic opportunities for near-term and future design and development phases.

My Role

Invoice Submission Self-Service self-service Enhancement
Error Prevention
Dashboard UI Enhancement

We Observed

Many users believe that their businesses can’t grow effectively without more self-service options. They want better control over their money, including managing their funds and using different sources of funding. Users are frustrated that they often have to wait for a representative to help them with tasks or solve problems.

Similarly, people in smaller companies tend to rely a lot on their representatives for various tasks because they think sending an email is easier than using self-service options.

SENTIMENTS

• “I want a scalable system – Triumph can’t scale unless more self service is available.”

• “Let me add, update and manage my reserves and funding accounts.”

• “I want to fix paperwork, short-pays, chargebacks, etc. without help from my Rep.”

• “Otherwise, we have to rely on an endless stream of calls and emails.”

We Recommend

OPPORTUNITY SUMMARY • Allow customers to update and add details about accounts, manage users • Allow customers to generate NOAs • Allow customers to move funds from cash reserves, or get cash advances on-demand • Allow customer to update or resend paperwork and mark issues as resolved

OPPORTUNITY SUMMARY

• Allow customers to update and add details about accounts, manage users

• Allow customers to generate NOAs

• Allow customers to move funds from cash reserves, or get cash advances on-demand

• Allow customer to update or resend paperwork and mark issues as resolved

Project timeline

What we've done

The Current Journey and Persona Workshop

efficiently highlighted the most relevant information, quickly establishing alignment and initiating the project with a shared understanding.

Participant Recruiting

With the generous help of Triumph team, we recruited employees for our research. Recruiting was based on the current understanding of the user-base for the area of inquiry.