How do you identify and prioritize UX failures in a complex logistics platform serving millions of shipments?
Deep-dive research and strategic auditing for a market-leading logistics provider. Working through a partner agency, I contributed to the foundational research of a then-unreleased physical service, focusing on bridging the gap between complex logistics and human-centric experiences.
What was the goal?
To identify friction points in existing workflows and provide a data-driven roadmap for a new service launch, ensuring high user adoption from day one.
What was the main challenge?
Mapping out complex physical interactions (shadowing and observation) in a high-stakes environment where every second and every touchpoint has a significant business impact.
What was the achieved outcome?
A comprehensive strategic proposal that prevented legacy errors from surfacing in the new service. The research resulted in actionable insights that directly improved user experience and operational efficiency for the new market entry. (Note: Details are subject to NDA).
Client
GLS (via Partner Agency)
Area
Logistics & Supply Chain
Service
Automation & Agent Systems
Team Setup
Two-person Specialist Team
Timeline
3 weeks
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Whether you need an MVP built, a workflow automated, or someone to cut through the noise and make the right call: let's talk. One person. Full stack. 11 years of judgment.