WiseTech Connect Portal

WiseTech Connect Portal is a centralized web-based administration platform inside the CargoWise logistics ecosystem. It acts as the bridge between an organization's Transportation Management System (TMS) and the CargoWise Driver Mobile App (DMA), the control center where logistics companies and WiseTech's internal teams manage the people, services, and permissions that keep freight operations running. In practical terms it answers a foundational question in multi-system logistics: how do you give the right people access to the right services, across the right organizations, with minimal friction?

The portal connects TMS services (organizations link platforms such as Tailwind, CarrierGo, and Profittools, which then sync driver data automatically), manages organizations, members, and drivers, controls what drivers can see and do inside the CargoWise Driver Mobile App (DMA) on a per-service basis, and provides a built-in chat module so admins, members, and drivers can coordinate without leaving the platform. It serves three distinct roles, each with a tailored experience: System Admin (WiseTech's internal product support and specialist teams), Organization Admin (customer-level administrators managing their own organization), and Member (operational users, primarily drivers, with scoped access).

The WiseTech Connect Portal was transitioning from a single-purpose admin tool into a multi-TMS, multi-service platform, but its UX had not evolved to match. Several connected problems defined the work:

Together these gaps created unnecessary friction for both WiseTech's internal teams, who onboard and support customers, and the customer-level administrators who manage their own organizations day to day. The core tension was scale versus clarity: the product had to absorb far more operational complexity (multiple TMS systems, thousands of records, three role types) without pushing that complexity onto the people using it.

The solution was a ground-up redesign of the WiseTech Connect Portal into a unified, role-based administration experience built on the CargoWise Supply Design System. Rather than bolt new capabilities onto the legacy structure, the redesign reorganized the product around three distinct user roles, each with tailored views, permissions, and workflows, and a scalable information architecture that could hold multi-TMS and multi-organization operations.

The redesign was structured around a role-based architecture. System Admins (WiseTech internal) get full platform visibility: a dashboard with KPIs (total organizations, services, members), system alerts, member distribution analytics, a recent activity feed, and a recent organizations table, plus access to the Organization module for customer onboarding. Organization Admins are scoped to their own organization, with a dashboard of relevant metrics and management of their services, members, and drivers. Members are operational users, primarily drivers, with appropriate access levels.

Role clarity is the product, not a setting. The legacy portal treated permissions as an afterthought, and almost every downstream problem (confusing workflows, friction, poor scalability) traced back to unclear role boundaries. Designing role-first, with distinct personas and tailored views for System Admin, Organization Admin, and Member, was what made the rest of the system legible. The lesson was that in a multi-tenant admin platform, deciding what each role can see and do is not a configuration detail bolted on at the end, it is the architecture the whole experience hangs from.

Research pays for itself when the domain is unfamiliar and shared language is missing. Creating detailed role-based personas for System Admin, Organization Admin, and Member during UX research, each with goals, user stories, responsibilities, access permissions, and user flows, alongside the terminology chart and QAD framework, was not busywork: with multiple TMS systems, three role types, and cross-functional stakeholders, misaligned vocabulary, unclear role needs, and untracked assumptions would have quietly produced the wrong product. Grounding the work in personas, writing terms down, and tracking questions, assumptions, and decisions kept a complex, multi-party redesign coherent and gave stakeholder reviews something concrete to pressure-test against.