Offer Ecosystem Automation

68%

Faster offer response time, enabling reps to act sooner, close bookings faster, and boost load coverage

2×

Higher offer capacity with infrastructure scaling to double volume without added servers

20%

More first-hour status checks, with real-time carrier offers driving negotiations and higher engagement

Workflow Automation

UX Strategy

Cross-Team Alignment

Real-Time Validation

Revenue Optimization

Digital Booking

Overview

I led design efforts and UX strategy within Arrive’s offer ecosystem, unifying workflows and experiences into a single coherent platform. My role centered on aligning product, engineering, and business stakeholders with what was possible and truly valuable. An in-depth and energizing process that was fun to build and refined clarity, control, and confidence for everyone involved.

Discovery

Offer projects, past and upcoming, needed greater clarity to ensure the right solutions were built. Revising and standardizing workflows turned a messy process into a structured, visible system, enabling confident decisions and paving the way for future growth.

Review Modal - Carrier reps couldn't take any action on expired offers

Each offers related project involved collaboration with Carrier Reps, Product, Engineering, and QA to map and validate offer workflows across internal systems and the carrier portal. Key gaps emerged, from dynamic permissions requested by sales to variability in user response times. Understanding these points allowed us to define which signals mattered most, surface offers clearly, and reduce friction for both carriers and internal teams.

Watchtower - Carrier reps can resubmit, make another offer, and cancel

UX Approach

I iterated on the existing Carrier Portal offers, mapping the carrier journey and testing prototypes with active users to uncover opportunities while improving the offer experience. Research showed how clarity, urgency, and actionable signals influence booking behavior, leading to designs that surface key details, deadlines, and response options for confident self-service decisions.

Carrier Portal - Concept development

Prototyping smarter enterprise offers

In parallel, the internal enterprise platform needed refinement. Slow responses led executives to propose a dedicated role to manage the offer journey. I partnered with SVPs, VPs, and senior leaders from Carrier Sales and Business Development to map the role’s key activities and handoffs. These sessions aligned leadership, set priorities, and identified high-value opportunities. UX assessments then informed tools that enable reps to negotiate and monitor offers with greater clarity and speed.

Design Execution

I documented role-based offer workflows for reps, managers, and carriers, introducing status triggers, approval thresholds, and guardrails to ensure consistent communication. Internal and external systems were surfaced in a shared view to bridge operational and digital touchpoints. I collaborated with product managers to create a notification matrix, reinforcing alignment across teams.

New Role based workflows helped align and validate functionality during Product Planning

For carriers, offer submission was centralized via the Load Board and Load Details page, and a dedicated “My Offers” page allowed users to track status, counters, and expirations. Negotiation timelines, urgency signals, and bid guardrails were integrated, while users retained the ability to edit or withdraw offers before expiry. Role-based visibility ensured the right information reached the right user at the right time.

Carrier Portal - My Offers impletmentation

Carrier Portal - Offer module impletmentation of every offer touchpoint

Offers Central - Application implementation

Solution

These redesigns accelerated response times, increased acceptance rates, and reduced expired or orphaned offers. Role-based visibility empowered users, minimized errors, and established a clear operational standard.

By aligning UX strategy with business goals, internal systems, and portal experiences, this work positioned me as the lead designer for offers, delivering a cohesive, high-value platform that scales with Arrive’s operational and technological ambitions.