Designed a centralized platform that transformed a fragmented, paper-based system into a single source of truth, eliminating costly manual errors and enabling the company to scale.
UX/UI
User Flow
Service Design
Experience Design
Company
Rightways (Freelance)
Project Duration
July'21 - Nov'21
Role
Product & Service Designer
Overview
Rightways Air Logistics faced a significant hurdle to scaling their services. Their ground staff relied on a fragmented, paper-based system that was prone to human error during data entry. This outdated workflow prevented the company from streamlining its Express Air Logistics services for both staff and customers.
Research Approach
As an Experience Designer, my goal was to provide a single source of truth by creating a centralized, digital platform. I began by mapping the original user flows for all three user types: staff, admin, and customers. I conducted telephonic interviews with ground staff and business owners to uncover their daily workflows and pain points. These insights were then used to create a service design blueprint that identified key opportunities to reduce steps and automate potential error areas.
Impact
My design work transformed a manual, error-prone system into a streamlined digital workflow. The service design blueprint provided a clear path to a centralized platform that could eliminate costly manual data entry and help Rightways Air Logistics scale its services by providing a more efficient system for both its staff and customers.
Team
1 x Product & Service Designer (Me)
My Learnings & Reflections
This project taught me the importance of a phased, exploratory approach when working with new stakeholders. I helped a team transition from using existing tools to adopting a UX mindset, and gained valuable experience designing for a non-mobile-first audience.
