Reducing Load Cancelations

37%

Drop in cancellation-related check calls as predictive alerts resolved issues earlier

42%

More loads meeting all requirements 12+ hours before pickup, improving carrier and rep prep time

39%

Fewer last-minute rate changes as clearer requirements stabilized commitments

Risk Mitigation

Requirement Visibility

User Testing

Operational Efficiency

Decision Support

User-Centered Design

Overview

At Arrive Logistics, carriers were cancelling loads at high rates because critical requirements were buried in the portal. The booking modal didn’t fully highlight constraints within load requirements, permits, handling instructions, or sensitive commodities like alcohol, leading to misbooked loads, operational inefficiency, and increased support volume.

The goal was to redesign the modal to make requirements unmissable, validate against carrier profiles, and enable confident commitments.

Discovery

Beta data and carrier interviews revealed that ambiguous requirements were the top driver of cancellations. One driver noted, “I don’t want to commit to a load and then realize it has alcohol - I can’t haul that. I need this upfront.” Competitive benchmarking of booking flows inspired a requirement hierarchy that emphasized clarity, visibility, and minimal cognitive load. The challenge was surfacing critical information without overwhelming carriers, while accommodating varying profiles and backend booking logic.

Auditing Carrier Portal beta for pain points and booking touchpoints

Capturing truck and driver information was a gray area. Best served as a notification or banner alert with link to section in load details once a load has been booked. We debated whether to require it upfront or allow carriers to book loads and provide details within 24 hours of pickup. Ultimately, we deprioritized this workflow to focus on requiring the empty location first, ensuring accurate scheduling and reducing operational friction.

UX Approach

We defined additional logic to guide the solution: requirements had to be immediately visible, actionable, and contextual, with the Book button disabled until the carrier confirmed understanding. Microcopy explained the purpose of each requirement, from safety to compliance. We explored interactive flows and visual indicators to balance visibility with cognitive load, iterating on approaches that made key information clear without cluttering the interface.

Time of booking scenarios

Design Moves

Prototypes introduced color-coded flags, acknowledgment checkboxes, and contextual microcopy. Backend logic dynamically validated requirements based on same-day versus advanced bookings and carrier profiles. The modal was integrated seamlessly into existing workflows, allowing iterative adjustments based on engagement tracking and user feedback.

Booking-modal scenarios, capturing final layouts and key interaction patterns

Final build in action

Outcome & Opportunties

Within one month of launch, cancellation-related check calls dropped 37%, loads meeting all requirements 12+ hours before pickup increased 42%, and last-minute rate changes fell 39%. The solution established a foundation for future enhancements, including dynamic alerts, automated pre-checks, and profile-driven validations.

Looking ahead, I’d enhance the modal components, replacing inputs with more usable and accessible patterns that stay contained within the modal. “My Loads” could be updated to surface alerts for missing truck or driver info, tracking updates, and document uploads, and allow users to select a table row to instantly load a live map of that shipment. While less than 10% of users were on mobile, mobile responsiveness and component usability should be prioritized in future iterations. By giving carriers full visibility and control, reducing ambiguity that currently drives check calls, and introducing predictive alerts for potential requirement conflicts, we can further reduce cancellations and improve operational efficiency.