Hauler Hero

Account & Suspension groups

Our account group system has transformed waste management operations by automating key tasks and improved efficiency for companies of all sizes, earning widespread praise throughout the industry, reducing processing time by ~60%.

Customers struggled with inefficient manual processes and disconnected systems that made bulk operations impossible.

Our account grouping system transformed their workflows by automating key tasks like invoice sending, portal invitations, and billing updates.

Through customizable groups, aging buckets, and suspension tools, companies have more holistic control over their customer accounts, leading to significant operational improvements.

The implementation has reduced processing time by approximately ~60% while providing unprecedented visibility into customer relationships.

User feedback has been overwhelmingly positive, with many customers praising the intuitive design and comprehensive feature set.

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Account Management: Built customer segmentation with bulk invoicing and portal operations
Suspension & Aging: Created automated tracking system with customizable rules
Visibility & Control: Improved oversight with flexible filtering and grouping tools

Results

Performance: Achieved ~60%+ reduction in account management time through automated bulk operations and streamlined workflows across customer segments
Industry Impact: Set new CRM standards with innovative grouping features
Customer Success: Transformed disconnected manual processes into efficient workflows

The account groups functionality has revolutionized customer relationship management, delivering significant time savings through streamlined bulk operations. As one customer simply put it:

"This is amazing. It will definitely make things a whole lot easier."

The new grouping and filtering capabilities have transformed account oversight, particularly for complex relationships. Jessica's enthusiasm captures the game-changing nature of these improvements:

"Now with all of the groups... being able to see everything based on the aging. GAME CHANGER!"

The system has set new industry standards, with Park Gamble emphasizing its competitive edge:

"Coming recently from Routeware... this is a capability that they can only dream of!"

Perhaps most importantly, the functionality proves valuable for operations of all sizes. As Sarah from A&C Waste notes:

"From a small town, it's amazing for us."

This consistent praise across different user segments demonstrates the broad impact and success of these implementations.

Real-time Waste Route Management

The routing system we developed transformed our customers route management operations by replacing manual processes with efficient visual-based workflows. This modernization improved efficiency, customer service, and team coordination exponentially.

Our legacy routing system faced challenges managing thousands of residential and commercial waste collection stops.

We rebuilt it from the ground up with intuitive visual tools, real-time tracking, and efficient bulk management features.

The impact has been significant - dispatchers now spend 75% less time on route planning, with companies like Major Waste reducing their route sequencing from hours to minutes.

This improved efficiency has optimized resource allocation, reduced costs, and enhanced customer service.
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Visual & Real-time Features: Enhanced tracking, bulk-select capabilities, and flexible route modifications
Fleet & Team: Improved visibility and driver-office communication
Customer Service: Enhanced ability to respond to service requests and route changes in real-time

Results

Efficiency gains: ~75% faster route sequencing, planning time reduced from hours to minutes
Streamlined Operations: Better resource allocation, real-time fleet visibility, and high-volume management
Better Communication: Enhanced team coordination and route flexibility

Results

Quantifiable Improvements
1. 75% reduction in route sequencing time
2. Route planning reduced from 4+ hours to minutes
3. Decreased fuel costs through better resource allocation
Operational Enhancements
1. Real-time visibility into fleet operations
2. Streamlined driver-office communication
3. Efficient management of high-volume stops
4. Flexible route modification capabilities

Release highlights

Features

Jun 21,2023 - Route status update
Jun 28, 2023 - Action colors have been updated
Aug 14, 2023 - Unassigned Bulk Move
Oct 27, 2023 - Enhanced route information
Nov 08, 2023 - Route from Customer's profile
Nov 22, 2023 - Update Route / Sequence - Customer profile
Dec 12, 2023 - Improved Map View on Route Manager
Dec 18, 2023 - Route Unassigned stops from Map
Jan 09, 2024 - New Bulk Route Move
Jan 23, 2024 - Driver Path - Updates in Real Time
Feb 22, 2024 - Change Route Sequence (with map)
Feb 23, 2024 - Permanently Change Recurring Day from Route Manager
May 03, 2024 - View Stop Completion Date / Time

Invoice & Payment groups

Our Invoice and Payment Groups solution streamlined financial operations in Waste & Recycling, reducing billing cycles from 8 hours to 2-3 hours while improving accuracy and eliminating manual work across systems.

Manual invoice processing across multiple systems was taking customers up to 8 hours per billing cycle. This fragmented approach led to errors, inefficiencies, and overwhelmed billing teams.
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We built a unified platform for invoice and payment management that would streamline billing operations, reduce processing time, consolidate all billing activities with improved visibility, and support multiple payment methods with automated processing.

Another customer highlighted the dramatic efficiency gains:

‍"it was like an eight hour process from start to end... now we were done like 10:30 Monday morning."

This feature set has become essential to daily operations, with users reporting significant time savings and improved accuracy.

System Implementation: Built group management with real-time stats and bulk operations
Process Automation: Streamlined payment processing, search, and analytics
Billing Optimization: Separated email/print billing workflows for efficiency

Results

Time Savings: Cut billing cycles from ~8 hours to ~2-3 hours
Cost Reduction: Decreased/eliminated printed postage costs and reduced manual payment processing
Quality Improvement: Enhanced accuracy, reporting, and customer satisfaction

"Our billing invoices have improved tremendously... The billing profiles have been separated into email billing and printed billings. Therefore our postage cost has decreased tremendously."

"The automation of customers paying bills within the system is awesome. Once upon a time we had to search several websites to get the online payments and manually add those payments into the system."

"Every month with the billing cycle, I've gotten better and better... Used to, it was like an eight hour process from start to end... now we were done like 10:30 Monday morning.

Remote-first feedback loops

Traditional feedback approaches struggle in distributed work environments, but implementing structured remote-first feedback loops enables rapid iteration and team alignment. These systems establish clear communication channels and foster a culture of continuous improvement, accelerating product development while strengthening team effectiveness.

Traditional feedback mechanisms struggle in today's distributed work environment, often resulting in disconnected teams and delayed iterations.

I implemented structured remote-first feedback loops that enabled rapid improvement across the business.

These systems revolutionize team collaboration through clear communication channels and data collection processes.

They foster a culture of continuous improvement, allowing quick problem identification while maintaining alignment across distributed teams - ultimately accelerating development and enhancing operational efficiency.
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System Architecture: Established multi-channel feedback systems combining sync/async communication
Process Implementation: Implemented structured feedback collection and analysis processes
Team Training: Trained organization on feedback tracking best practices

Results

Efficiency Gains: Reduced insight-to-action time and improved cross-team alignment
Development Speed: Accelerated iterations cycles from monthly to weekly
Cultural Impact: Increased participation and created an inclusive transparent feedback culture

Culture foundations

Building strong cultural foundations in an organization is essential for long-term success and sustainable growth. A well-designed cultural framework creates an environment where innovation and excellence can flourish.

By prioritizing psychological safety and establishing clear shared values, organizations can create the conditions necessary for teams to perform at their highest potential.

As a UX leader, I focused on creating this foundation through intentional culture-building initiatives and leadership practices that emphasized trust, collaboration, and continuous improvement.

This approach led to measurable improvements in team productivity, efficiency in product development cycles, and employee satisfaction, resulting in exceptional team stability and engagement throughout the year.
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Workshop Facilitation: United teams through shared goals and principles
Cultural Leadership: Managed complex team dynamics while maintaining product focus
Product Strategy: Implemented customer-centric development standards

Results

Efficiency: Streamlined decision-making through collaboration
Alignment: Created unified vision that energized teams
Quality: Enhanced product development processes
Culture: Created an environment focused on autonomy and ownership

Pitlane Design system

The Pitlane Design System emphasizes precision and speed through tight feedback loops and optimized process. Our collaborative design-to-deployment pipeline delivers superior user experiences faster.

The Pitlane Design System emphasizes precision, speed, and coordination. Our UX-centric approach evolves through rapid user feedback cycles, optimizing every component while keeping user needs at the forefront.

Through standardization and optimization from design to deployment, we enable teams to operate at peak efficiency.

Our rapid iteration cycles, powered by continuous feedback and A/B testing, ensure we deliver high-quality solutions that meet user needs quickly. This approach has dramatically accelerated our product delivery while maintaining exceptional user experiences.
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System Architecture: Built core design system using MUI and Figma, including comprehensive component library with documentation
Workflow & Integration: Established design-to-development processes and led cross-functional implementation
Documentation & Communication: Maintained stakeholder alignment through regular updates & system upgrades
Team Leadership: Led cross-functional teams in adopting and implementing new design system practices

Results

Development & Quality: Reduced component development time by ~60%, UI inconsistencies by ~90%, and increased component reusability ~3x
Team & Process: Improved cross-team collaboration with ~70% faster handoffs, ~40% faster feature delivery, and ~50% shorter iteration cycles
Collaboration: Achieved~ 80% better alignment between teams and higher satisfaction scores through enhanced tools and processes