Research & Discovery

Interviews, analytics, and field observations revealed how professional drivers interacted with dispatch, pay, and document features throughout their day.

• Driver & operations interviews - uncovering real-world challenges faced on the road and at terminals.
• Heuristic & competitive evaluation - benchmarking logistics and transportation apps to identify usability gaps and opportunities.
• App analytics & workflow audits - reviewing in-app behavior patterns, session drop-offs, and feature adoption to guide design priorities.

Information Architecture & Strategy

Reorganized navigation and task hierarchy to align with how drivers naturally think and work on the road. Mapped key workflows—like accepting loads, viewing settlements, and uploading documents—into a cohesive, accessible experience that minimized friction and cognitive load.

• App architecture & navigation model - simplified task flow across Loads, Pay, Documents, and Messages.
• User flows & journey mapping - captured real driver scenarios from dispatch to delivery to identify pain points and priorities.
• Content structure & task hierarchy - established clear visual patterns and consistent terminology to support faster task completion.

This redesign unified previously fragmented tools into a single mobile hub that helped drivers focus on what mattered most—completing their trips efficiently and confidently.

Wireframing & Prototyping

Created low- to high-fidelity wireframes to define core driver workflows and validate interaction models early. Each iteration focused on simplifying task completion, enhancing visibility of critical actions, and improving accessibility across devices and environments.

• Low-fi to high-fi prototypes Established and tested end-to-end task flows for Loads, Pay, Documents, and Messages.
• Interactive clickthroughs Validated tap targets, menu patterns, and progressive disclosure for smaller screens.
• Accessibility checks (WCAG & mobile usability) Ensured color contrast, legible type, and ergonomic touch targets suitable for in-cab use.

Prototypes were continuously tested with active drivers, enabling the team to refine features, eliminate redundant steps, and confirm that every action could be completed safely and efficiently in real-world conditions.

Visual Design & Interaction

Developed a unified design system tailored to the driver environment—high contrast, clear hierarchy, and simple, recognizable iconography. Focused on designing interactions that minimized distraction and made critical information accessible at a glance.

• Design tokens & mobile components — scalable UI kit for iOS and Android, including buttons, chips, tabs, and status indicators optimized for touch and motion.
• Micro-interactions & feedback states — visual cues for task progress, confirmations, and offline actions to build driver confidence and reduce errors.
• Typography & color accessibility — large, legible typography and contrast-safe color palette for bright and low-light conditions in-cab.

Each visual decision supported the app’s core goal—delivering a driver-first experience that blends clarity, usability, and performance into every screen and state.

Testing, Iteration & Launch

Conducted multiple usability tests with active CRST drivers to validate task clarity, navigation flow, and in-app communication features prior to release. Feedback directly informed design refinements, ensuring every update addressed real-world conditions and user priorities.

• Usability testing & ride-along validation — measured task completion and comprehension in authentic driving contexts.
• Design QA & developer collaboration — partnered with iOS and Android engineers to ensure visual parity, responsive layouts, and accessibility compliance.
• Post-launch analytics & feedback loop — monitored adoption patterns and in-app behavior to identify continuous improvement opportunities.

The result was a mobile app designed with, not just for, drivers—grounded in usability insights and validated through real-world performance after launch.