Greenway Operations Portal
Door to Door services using refrigerated trailers
Role: UX/UI Designer
Company: CSX
Timeline: 1 year
Industry: Logistics and Supply Chain Management Company
CSX Greenway set out to build a new operations portal to support their refrigerated freight business along the I-95 corridor. The goal was to replace manual processes and outdated tools with a faster, more efficient system that could handle quotes, orders, and seasonal shipments — and grow with the business over time.
Project Summary:
Roles and Responsibilities:
As the UX/UI Designer on this project, I was responsible for:
Conducting stakeholder interviews and synthesizing requirements
Mapping current user workflows and identifying friction points
Designing user personas for Drayage Users and Operations Portal Users.
Creating wireframes and high-fidelity mockups for the operations, drayage, and customer portals
Planned and conducted usability testing sessions with internal operations staff and drayage partners.
Collaborated with developers and product managers to ensure UX consistency across portals
The old system involved a lot of manual work and slow steps to assign containers or create quotes. This led to delays, confusion, and extra effort for the team. CSX needed one easy-to-use platform that could work for different users and help them do their tasks faster and more efficiently.
Problem Statement:
Eliminate manual data entry and dependency on old tools
Replace SharePoint with a single source of truth for operations
Support seasonal produce (e.g., watermelon) and future products (e.g., frozen food)
Improve sales effectiveness and pipeline conversions
Speed up quote responsiveness and reduce turnaround time
Minimize customer disputes and increase automation
Business Goal:
User Groups and Needs:
Admins
Operations Portal Users
Drayage Users
ShipCSX Customers
Brainstorming to understand the user's pain points:
At present, the company utilizes a different application to handle customer orders. However, they intend to phase out the existing application and transition to a new Greenway application.
How the application works: No customer-selected flow
First, the user logs into the system and then creates a quote. These are customer onboarding screens where the customer needs to be selected in order to create the quote.
How the application works: Create an order from quote
All customers will have active and expired quotes. The customer typically provides details about the shipment, including the origin and destination addresses, the type and quantity of goods being transported, and the preferred mode of transportation.
How the application works: Create multiple orders from quotes
Users can create multiple orders from a quote.
Order Confirmation
Results
After conducting the survey, we received positive feedback from our customers.
5-star satisfaction from internal and drayage users
Design tradeoff
Information Density vs. Readability: One tradeoff is between packing a lot of information onto a single screen (high information density) and ensuring that the information remains easily readable and understandable.
Business Impact
5-star satisfaction from internal and drayage users
Time-on-task significantly reduced in usability tests
200+ orders processed per week post-launch
Customers reported smoother quote tracking and fewer manual follow-ups