Logistics / Research / Service Design
UX Design Lab used immersive field research and service design to turn fragmented logistics coordination into a role-aware operational platform, improving workflows by 35%, reducing communication incidents by 21%, and cutting role involvement by 70%.
35%
Workflow improvement
21%
Communication incidents reduced
70%
Role involvement reduced
11
Legacy systems unified
Introduction
A major logistics operator relied on 11 disconnected legacy applications and manual communication methods to coordinate vessels, dispatch, repair crews, and business units.
100+ days of immersive fieldwork with crews, dispatchers, and maintenance staff.
A major logistics operator relied on 11 disconnected legacy applications and manual communication methods to coordinate vessels, dispatch, repair crews, and business units.
Step 01
Mapped cross-role workflows and friction across systems.
Step 02
Reframed fragmented coordination as a service design problem.
Step 03
Reduced some critical flows from six involved personas down to three.
Step 04
Delivered role-aware patterns, dashboards, and component foundations.
Step 05
Created a new internal standard for software delivery.
Workflow efficiency. Service redesign. Internal standardization.
+35% faster
Workflows
-21%
Communication incidents
-70%
Role involvement
Adopted as internal standard
UX process
70+ Properties unified
UX Design Lab helped a major insurance organization replace fragmented delivery, duplicated work, and team burnout with a shared system of templates, governance, and collaboration — cutting departmental costs by 20% and reducing developer dependency by 60%.
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800+ Properties supported
UX Design Lab helped a global enterprise replace fragmented delivery with a governed design system and coded source of truth, reducing production time by 40%, lowering delivery costs by more than half, and cutting accessibility defects by 18%.
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45 days Delivery timeline
UX Design Lab designed a mission-critical IVF support experience under extreme timeline pressure, using a global follow-the-sun workflow to deliver a high-fidelity prototype in 45 days and help support the client’s next funding round.
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18% Accessibility defects reduced
UX Design Lab turned fragmented accessibility work into a repeatable governance model by integrating standards, reviews, and delivery gates into how digital work got done, reducing defects by 18% and improving audit readiness.
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$900k+ Cost avoided
UX Design Lab ran a rapid diagnostic that showed 93% of the client’s issues were operational rather than software-related, helping leadership avoid an unnecessary build and redirect investment into a clearer service roadmap.
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