Pay Guard: Case Study

Understanding Logistics and Freight

Logistics and freight transportation involve the movement of goods through a network of shippers and carriers. Shippers (e.g., manufacturers, retailers) rely on carriers (e.g., truck drivers, logistics companies) to transport products efficiently. However, unpredictable costs like fuel surcharges and accessorial fees , make budgeting a challenge for shippers and create friction with carriers.

The Problem: Unpredictable Costs Burden Shippers and Carriers

Unpredictable costs, like fuel surcharges and accessorial fees (detention, layovers, TONU), create major challenges. In 2024, these fees drove up shipping costs by 30%–60%, yet 58% of shippers only discovered accessorial charges after delivery. Shippers struggle with budgeting, carriers face delayed payments and disputes, and customer success teams are overwhelmed with complaints, straining industry relationships.

The Goal: Design a cross-platform feature that ensures transparency, reduces financial uncertainty, and makes shipping more reliable for shippers, carriers, and customer success teams.

Ecosystem: Uber Freight Complex System Design

Solution: Uber Freight Pay Guard

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A Feature in a Complex System for Shippers

Did you know that in 2024, the total accessorial charges summed up to $4–5 billion?

Pay Guard Pricing Plans: Best for Your Budget and Risk Level

Purpose: It’s a feature designed to help shippers manage unpredictable shipping costs.

Key Features: Offers 3 cost control plans tailored to different shipper needs

Stakeholder Benefits: Predictable costs, risk mitigation, and improved budgeting.

UX Focus: Simplifies cost control with transparency and Builds trust

Inspiration

This flight booking UI presents fare options in a structured and user-friendly way. It uses icons for quick readability, a clear pricing hierarchy, and a "Recommended" label to guide user decisions. Each fare tier is well-differentiated with key benefits listed, making comparisons easy.

Implementation of the Solution

The Pay Guard solution was integrated into the booking flow with a clear pricing selection section, allowing users to compare options easily. Key benefits and pricing are highlighted, with a “Most Popular” tag guiding decisions. The design maintains UX consistency using familiar card-based UI and streamlined interactions.

A Feature in a Mobile App for Carriers

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Did you know? In some cases, payment delays for carriers can stretch 30–60 days or more

Pay Guard covered loads: Faster payouts incentivize higher engagement

Purpose: The feature designed to help carriers get paid faster by ensuring secure, upfront payments for covered shipments.

Key Features: Pay Guard-Covered Tag: Clearly identifies shipments with guaranteed payment terms. Faster Payments: Prioritized processing for Pay Guard-covered loads.

Stakeholder Benefits: Predictable Payments, Risk Mitigation Improved Cash Flow

UX Focus: Simplifies Decision-Making, Builds Trust: Transparent pricing and reliable payments foster stronger relationships with shippers.

The Design Challenge

Designing Pay Guard within Uber Freight’s existing system meant balancing innovation with consistency. We had to integrate new features like the “Pay Guard Covered” tag while keeping the interface familiar and easy to use. By building on the base design system, we ensured a seamless experience for carriers and shippers alike.

Web-Based Customer Success Dashboard

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Did You Know? Accessorial charges account for over 30% of customer complaints in the freight industry

Pay Guard Customer Success Dashboard: Real-Time Insights for Smarter Support

Purpose: The Customer Success Dashboard is a web-based tool that helps teams monitor, analyze, and resolve issues efficiently, ensuring smoother operations and higher satisfaction for shippers and carriers.

Key Features: It provides real-time insights to track key metrics like adoption rates and payment speed, along with issue-tracking and custom reporting tools for faster resolutions and better decision-making.

Stakeholder Benefits: Customer success teams streamline workflows, shippers and carriers get faster support, and Uber Freight improves operational efficiency and customer relationships.

UX Focus: With clear visuals and actionable insights, the dashboard simplifies monitoring and builds trust in the support process.