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GLOBAL SHIPPING INDUSTRY CLIENT

Transforming shipping customer experience through UX/UI design

We cherish client relationships founded on mutual trust. This is very much the case with a client - one of the world’s largest shipping operators. 

They have entrusted us with designing a market-leading customer platform, aimed at getting cargo shipment information to end-customers in real time. The solution has already gone live to a wave of super positive customer feedback, marking a remarkable shift from manual/email processes to a fully digital customer experience.

Key activities and deliverables

01

Discovery Work

Multiple in-depth interviews with the stakeholders and end-users who were spread across different continents.

04

Usability Testing

Moderate and remote testing with end users across multiple continents, time zones, and countless cups of coffee.

07

Design System

In the process of building the customer portal, created a design system, which is now used organisation-wide and covers product development and marketing collateral outside of the customer portal work.

02

Process Mapping

Detailed process diagrams, workflows, and customer journeys built in Whimsical and Lucid Chart.

05

UX Process Implementation

Designed and implemented a best practices UX process across client’s innovation and product development teams. This means that - whenever a new piece of functionality was requested - suboptimal solutions were eliminated before the development team wrote a single line of code.

03

UX Wireframes

Low fidelity and high fidelity wireframes in Figma - all of which have gone through several iterations.

06

Usage Data Analytics

Moderate and remote testing with end users across multiple continents, time zones, and countless cups of coffee.

Process mapping

Over the span of 3+ years, we have designed multiple features and have worked on continuously improving user experience of the application. This solution has received very positive feedback and a tangible uplift in the size of client’s customer base.

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