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AXLEHIRE

Client self-service delivery tracking portal

Empowering clients with real-time visibility and control over their deliveries

Role - Founding Product Designer

Team - 5 engineers

Project Timeline - Design 3 weeks & Engineering 2 months

Summary

As AxleHire expanded into multi-city operations and higher-volume deliveries, clients needed real-time visibility into orders since internal operations teams struggled to keep up with increasing support requests and manual coordination. The tools available to clients were fragmented and required constant back-and-forth with operations to clarify issues, update orders, and resolve delivery exceptions.

I led the design of a centralized, self-service web app that unified client workflows, streamlined communication between teams, and gave clients the autonomy to manage deliveries themselves.

Outcomes

Fewer daily touchpoints, faster resolution times, improved client satisfaction, and a scalable platform for AxleHire’s growing enterprise partnerships.

~0.8

Hours saved per day for internal operations teams 

9.7/10

Client satisfaction score post-launch

An autonomous portal that gave real-time visibility into clients' shipments and built into a foundation for future enter
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1. Context & Problem

AxleHire’s operations grew rapidly, but client tools did not. Clients depended heavily on operations for even simple tasks, causing both sides to experience friction:

Client pain points

  • No unified view of active deliveries

  • No real-time updates about issues or delays

  • Needed ops intervention to update orders or escalate concerns

  • Could not identify root causes without internal data

Internal Ops pain points

  • Dozens of recurring daily calls/emails per client

  • Manual work to answer status questions

  • Difficulty managing exceptions across multiple systems

  • Fragmented tools made troubleshooting slow and error-prone

Business impact

  • High operational burden

  • Slower resolution times

  • Lower client satisfaction

  • Lack of a scalable model for enterprise growth

The Goal

Build a centralized, self-service client portal that provides real-time visibility, reduces operational load, and strengthens the collaboration between clients and AxleHire’s internal teams.

2. Discovery & Insights

Through interviews with clients, operations managers, dispatchers, and account managers, several themes emerged:

Key Findings

  • The majority of client–ops communication revolved around:

    1. Tracking deliveries

    2. Troubleshooting failed drop-offs

    3. Uploading or editing manifests

  • Clients needed transparency, not more features

  • A single source of truth was missing

  • Ops teams needed tools that prevented duplication and miscommunication

Underlying theme: Fragmented Information

Information lived in many disconnected systems. Clients and ops shared the same goal of delivery success, but not the same tools.

3. Design Principles & Requirements

To support both clients and internal teams, the solution needed to:

01.

Centralize information into a single, unified portal

02.

Provide real-time visibility into all deliveries

03.

Reduce manual back-and-forth with self-service tools

4. Key Designs

4.1.  Real-Time Snapshot View of Deliveries

I designed a real-time dashboard showing:

  • Delivery progress

  • Exceptions and failure reasons

  • Key metrics (on-time rate, volume, SLA trends)

  • Map and list views for clarity

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Impact

4.2.  Self-Service CSV Upload with Real-Time Validation
Before

  • Clients sent manifests over email

  • Ops manually validated and input them

  • High risk of errors due to mismatched formats

  • Slowed down morning staging operations

After

The new self-service CSV uploader included:

  • Real-time validation and formatting checks

  • Immediate feedback on successful uploads

  • Autocomplete for common inputs

Impact

Autonomous manifest management
Reduced early-morning operational chaos
Empowered clients to correct issues independently

5. Final Outcome

The new client portal became a mission-critical tool for both clients and internal teams by providing a scalable, transparent, and efficient experience.

~0.8

Hours saved per day for internal operations teams 

9.7/10

Client satisfaction score post-launch

Significant reduction in repetitive client-ops communication

Increased delivery accuracy from cleaner CSV data

Scalable foundation for onboarding new enterprise clients

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