How I improved the delivery handoff experience at Roadie Cross-Docks

Cross-dock Overview

Roadie Cross-docks are warehouses where incoming packages are sorted into batches and get handed off to delivery drivers for last-mile delivery within the same day.

Problem

Roadie drivers pickup batched deliveries from cross-docks. Cross-dock employees find it difficult to verify and assist drivers during pickup. How can we improve the experience to make the handoff process smooth and efficient?

Currently, cross-dock employees manually verify the drivers by asking drivers for their Driving License and Auto Insurance. If driver passes verification, a cross-dock employee will share the assigned batch information with the driver and allow them to proceed with pickup.

Current Design

Existing Challenges

Speaking with Cross-Dock Employees, Floor Managers and Operations Manager, I discovered the following main challenges

Solution

An improved handoff experience that allows cross-dock employees to verify driver and driver vehicle, provides pickup status and driver ETAs, and take actions such as remove driver.

How the new design helps cross-dock employees

Single list of drivers

The new design shows all drivers in one list replacing multiple pages that caused users to go back and forth between to find a driver.

All assigned bins in one place

In previous design, it was difficult for user to tell if the driver is assigned multiple bins. The new design introduces a driver profile page where all assigned bins are shown in one place. User can also tap into a bin to see further details.

Verify Drivers and Vehicles

Previously, cross-dock employees had to manually verify the driver’s license. The new design leverages verified profile pictures to verify driver. It also provides driver vehicle information, allowing them to take action if drivers show up in smaller vehicles.

Achievements & Takeaways

The updated handoff experience provides cross-dock employees with the necessary tools to operate efficiently and independently. Verifying driver and vehicle information through the app ensures that they are interacting with the correct drivers. The simplified navigation makes it easier for employees to assist drivers during pickup, thereby reducing bottlenecks in warehouses. Providing estimated arrival times (ETAs) for drivers and the ability to remove drivers from the system reduces dependency on Support teams, enabling cross-dock employees to work more quickly and minimize delays.