Key Insights

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  Uber Freight faced rising shipper challenges in 2021 due to pandemic-driven demand and increasing costs.

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  Alana found that 80% of service problems stemmed from poor teamwork rather than technology or process deficits.

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  Leadership’s trust and runway were crucial for initiating large-scale cross-functional workshops.

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  Service blueprinting was used to create empathy between teams by visualizing frontstage and backstage roles.

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  Psychological safety, clarity, dependability, meaning, and impact are five essential conditions to enable high-performing teams.

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  The three-day workshop involved 60 people, co-created two service blueprints, identified six systemic challenges, and generated 150 solution ideas.

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  The team chose to focus on the volatile pre-pick use case to pilot solutions with clear SLAs on tracking, scheduling, proactive communication, and coverage.

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  After 90 days, the pilot showed double-digit NPS improvements, better operational efficiency, improved margin, and on-time carrier arrivals.

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  Effective change requires continuous communication of progress and creating informal spaces for shared reflection.

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  Organizational transformation focused on changing team collaboration and culture more than just fixing service outputs.

Notable Quotes