Cartage Tracking

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Tracking 2 — One of the eleven questions, on the road

Tracking 3 — The evening the first version went up

I was a support analyst at Cartage, a freight marketplace, answering the same eleven questions about where a truck was. The engineers had the location data; nobody had built a page for it because no product manager owned it.

I wrote the page spec from the support queue - the eleven questions became the eleven things the page showed - and an engineer built it in a fortnight of evenings. It went live to shippers with a link in every confirmation email.

"Where is my order" tickets fell 54% in the first quarter, the page became the most visited on the platform, and Cartage made me an associate PM. It is still the product I use to explain what the job is: find the question people keep asking and answer it before they ask.

Project info

Company: Cartage
Year: 2019
Role: Support analyst, then Associate PM
Outcome: 54% fewer tracking tickets

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