Mainfreight
Mainfreight is a global leader in logistics, operating across 27 countries with a network of 337 branches.
By redesigning their driver app, we transformed efficiency and improved Mainfreight’s overall delivery performance with an app used by thousands of drivers across the globe.
Client:
MainFreight Global
Work Location:
Australia & New Zealand
Role:
Product Design Lead
Date:
Jan 2024 - Jul 2024
Preview:
www.mainfreight.com
The Challenge: Make complex route logistics simple, efficient and with real-time visibility.
The challenge was to overhaul the app, making route optimization and real-time updates automatic, ensuring accurate, on-time communication between drivers, customers, and dispatchers across the globe.
To achieve this successfully, we conducted a robust in-depth analysis of the entire Mainfreight's business operation — From the moment a parcel is dispatched by a client to its final delivery, every detail of the consignment's journey was meticulously mapped out to ensure all tasks are seamlessly handled within the app.
Phase 1
From Insight to Impact
Aligning Stakeholders for a Unified Vision
In this initial phase, I led workshops across New Zealand and Australia, aligning all stakeholders—including dispatch, IT, customer success, sales, drivers to ensure everyone was on the same page and fostered strong engagement and excitement for the project’s direction.
Deep Research to Inform Design
Beyond workshops, I immersed myself in the drivers’ daily routines by riding along in trucks to map out their workflows. This hands-on approach allowed me to create a comprehensive service blueprint, capturing the intricacies of Mainfreight’s global operations.
Clear Design Direction
By synthesizing insights into actionable requirements, we've laid the groundwork for a solution tailored to drivers’ and dispatchers’ needs. This collaborative process ensured the design would address real-world problems, setting the stage for a successful global rollout.
Phase 2
Turning Vision into reality
Sole Designer, Full UX Ownership
In this phase, I assumed complete ownership of the UX design. As the sole designer, I crafted screens, designed user flows, and build a robust design system that ensured consistency and usability across the app.
Agile Collaboration & Continuous Feedback
Working closely with drivers and stakeholders, I fostered a feedback-driven environment. Weekly usability tests in Sydney, Auckland, and Melbourne allowed us to iterate rapidly, ensuring that the app met user needs and improved operational efficiency.
Delivering a Complete, User-Centric Solution
By the end of this phase, we delivered a fully refined design ready for development. The solution optimized driver performance and streamlined Mainfreight’s operations globally.
