I led UX design for iDrive’s parcel TMS, a multi-carrier shipping platform for brands and 3PLs. I designed workflows across shipping insights, billing, carrier management, and internal operations—bringing complex logistics and financial tasks into one connected product.
3PLs manage shipping across multiple carriers, customers, and billing processes. When shipment data, carrier accounts, and customer markups are spread across different tools, it becomes harder to manage costs and bill clients accurately. iDrive’s TMS brought these workflows into one platform, giving 3PLs and internal teams a clearer way to manage shipping operations.
I led UX design from discovery through delivery, working with 3PLs, finance stakeholders, product, and engineering to shape the TMS experience.
3PLs need to understand how shipping costs and performance vary across their clients. I designed a dashboard that brings billing, shipment, and client data together, helping users review costs, spot trends, and compare carrier performance. The goal was to make key information easier to find and act on without piecing it together from separate views.
Billing was one of the biggest pain points for 3PLs. I designed a billing hub that brings iDrive carrier charges and client billing information together, so 3PLs can invoice customers based on actual carrier charges instead of estimates. They can apply the right markup to each client’s bill, helping prevent underbilling and protect margins.
Through research, I found that 3PLs had difficulty managing multiple carrier accounts and the markups applied to each customer. I designed a centralized carrier management experience where 3PLs can connect carrier accounts, choose which carriers are available to each customer, and set customer-specific markups by carrier.
iDrive’s Customer Experience team needed a clear way to view client information and troubleshoot account issues. I designed internal tools that bring client details into one place and let CX employees enter a customer-view mode to investigate issues and provide support. I also designed zone and rate management workflows so internal teams could configure and maintain negotiated carrier rates across shipping zones.
The TMS supported a broader iDrive transportation program that helped one 3PL partner grow shipping margins by 5,890% over five years, while shipments grew 946%. The partnership included carrier access, margin management, reconciled billing, and shipping support. My design work focused on the TMS workflows for carrier management, billing, and margin controls that supported these operations.
