Car Order

OVERVIEW

Car Order is a core feature within ShipCSX, CSX Transportation’s online freight shipping platform. The application enables customers to order and manage railcars needed to transport freight across the CSX network.

As part of a modernization initiative, I led the UX/UI redesign of the Car Order experience, transforming an outdated and difficult-to-use application into a streamlined, intuitive workflow that improved customer satisfaction and reduced support requests.


THE PROBLEM

The existing Car Order application had become difficult for customers to use due to an outdated interface, complex workflows, and inconsistent navigation patterns.

Through stakeholder discussions and customer feedback, we identified several key challenges:

Users frequently relied on training materials and user manuals to complete basic tasks.
Customer support received a high volume of calls related to navigation issues and order submission errors.
Important functionality was difficult to locate, resulting in frustration and increased task completion time.
The user interface no longer aligned with modern usability standards or the updated ShipCSX brand experience.
Design inconsistencies across the platform created confusion and increased the learning curve for new users.

These issues negatively impacted user satisfaction and operational efficiency.


THE GOAL

Create a modern, intuitive ordering experience that would:

- Reduce user confusion and dependency on support resources.
- Improve task completion efficiency.
- Modernize the visual design.
- Establish consistency across the ShipCSX ecosystem.
- Create reusable design components that could scale across future applications.


DISCOVERY & RESEARCH

To better understand customer needs and pain points, I conducted a comprehensive discovery phase that included:

Research Activities

- Stakeholder interviews
- Customer interviews
- Workflow analysis
- Competitive benchmarking
- User surveys
- Usability evaluations

UX Artifacts Created

- User Personas
- User Journey Maps
- Site Maps
- Task Flows
- Information Architecture Diagrams

Working closely with product owners, business analysts, and subject matter experts, we identified opportunities to simplify workflows and reduce unnecessary complexity.


IDEATION & DESIGN

Following collaborative workshops and brainstorming sessions in Miro, I developed multiple concepts and interaction models.

KEY CONTRIBUTIONS

- Redesigned the end-to-end ordering workflow.
- Simplified information architecture and navigation.
- Created low-fidelity wireframes to validate concepts early.
- Designed high-fidelity user interfaces aligned with ShipCSX branding.
- Established reusable components and a scalable Figma design library.
- Introduced consistent patterns for forms, tables, filters, and data entry.

The new design focused on reducing cognitive load while helping users complete tasks faster and with greater confidence.


PROTOTYPING & VALIDATION

Before development, I created interactive prototypes and conducted usability testing to validate design decisions.

Testing Methods

- Moderated user interviews
- Screen-sharing usability sessions
- Optimal Workshop studies
- Task-based testing

Feedback gathered during testing allowed us to refine workflows, improve navigation, and resolve usability issues before implementation, reducing development rework and project risk.


AGILE COLLABORATION

Throughout the project, I worked closely with cross-functional teams in an Agile environment.

Collaboration Included

- Participating in backlog refinement sessions.
- Creating and reviewing Jira stories.
- Defining UX requirements and acceptance criteria.
- Presenting design solutions and progress updates to stakeholders.
- Facilitating design reviews with product and development teams.

To maintain stakeholder alignment, I created interactive presentations and prototype demonstrations throughout the project lifecycle.


IMPLEMENTATION

I partnered closely with developers during implementation to ensure design accuracy and maintain a high-quality user experience.

Activities Included

- Design handoff documentation
- Developer support and clarification
- UI quality assurance reviews
- Accessibility and usability verification
- Post-launch feedback analysis


RESULTS & IMPACT

The redesigned Car Order application delivered measurable improvements for both customers and the business:

- Increased user satisfaction by 90% after launch.
- Reduced customer confusion and support dependency.
- Simplified the railcar ordering process through improved workflows.
- Improved overall usability and navigation.
- Established a reusable design system and Figma component library that accelerated future product development.
- Created a more scalable and consistent experience across the ShipCSX platform.

KEY TAKEAWAY

By combining user research, usability testing, design systems thinking, and close collaboration with stakeholders and developers, I transformed a complex legacy application into a modern, user-centered experience that improved both customer satisfaction and operational efficiency.