Achieved Streamlined Safety Compliance for Transport Carriers with a UX-Driven Platform

The project involved multiple personas, making it challenging to isolate and prioritize each user’s frustrations, motivations, and needs. With almost no access to an existing product or clear competitor benchmarks, understanding what users and the product truly required became a major constraint. Another key challenge was co-defining requirements with the client under tight timelines, which required iterative brainstorming and repeated refinement of the plan and approach.

The team began by understanding the compliance landscape in the transport industry, with a specific focus on how carriers interact with audits and manage Chain of Responsibility (CoR) obligations. Stakeholder interviews and contextual research were conducted to capture carrier pain points, such as time-consuming evidence submissions, unclear compliance requirements, and poor visibility into feedback and status.

The team then:

• Mapped the end-to-end carrier journey from audit notification to evidence submission and response tracking to surface friction points and redundant touchpoints.
• Defined primary UX objectives around simplifying workflows, improving data transparency, and enabling self-service wherever feasible.
• Collaborated with NTI business and technical teams to understand system dependencies and data flows so that design concepts remained feasible within operational and technical constraints.
• Created personas and early experience maps to visualize carrier needs and behaviors, forming the basis for design directions and usability hypotheses.
• Established UX success metrics such as reduced evidence submission time, higher completion rates, and fewer support queries to ensure measurable outcomes.

• Improved Carrier Efficiency
• Increased customer Satisfaction
• Enhanced Communication
• Faster Decision-Making
• Positive Business Impact