Projekt202 · Worldwide Express

Simplifying high-volume logistics workflows.

A focused enterprise redesign that made core shipping information easier to find and reduced the need for customers to call support.

Role: UX Designer · promoted to Senior UX Designer Sep 2019
Focus: Information architecture and workflow design
Context: Enterprise B2B2C logistics
Outcome: 18.3% fewer support calls after two quarters

30-second read

Challenge

Core shipping information and frequent tasks were difficult to locate, creating avoidable support calls.

My contribution

Restructured the information architecture and core workflows, translating workshop and research evidence into concepts and a prototype.

Result

Support-call volume fell 18.3% within two quarters of launch.

Worldwide Express logistics workflow prototype

Why customers kept calling support

Small-business customers depended on Worldwide Express to manage shipping, but core information and tasks were difficult to locate. The resulting confusion created avoidable support calls and slowed high-frequency work.

My role: build alignment before designing

I redesigned core logistics workflows and simplified the information architecture so important actions and shipment details were easier to understand. Before moving into screens, I helped the team make the full operating model visible—bringing research, workflows, and stakeholder perspectives into the same room so we could agree on the problem first.

Cross-functional Worldwide Express workshop presentation — **Share the evidence**Stakeholders reviewed the emerging story together instead of receiving it through separate handoffs.

Design team synthesizing Worldwide Express research findings — **Synthesize as a team**Research observations became a shared view of recurring customer and operational pain points.

Team mapping the Worldwide Express shipping workflow — **Map the real workflow**Collaborative mapping exposed dependencies, exceptions, and decision points across the service.

Stakeholder reviewing synthesized research on the workshop wall — **Create space for review**Wall walks let participants challenge assumptions and build confidence in the direction before design began.

Worldwide Express site map and logistics workflow map — Alignment outputTurn the conversation into a shared system
The resulting map connected navigation, shipping tasks, and supporting information so the team could prioritize structural fixes before polishing screens.

Decision: fix structure before polishing screens

I translated the new information architecture into low-fidelity concepts, reviewed the workflows with subject-matter experts, and used prototype feedback to clarify labels, task order, and the information needed at each step.

Early Worldwide Express landing and shipping concept — Early conceptA clearer starting point
The concept reduced competing information and gave frequent shipping tasks a more legible hierarchy.

Protected alpha prototype representing the Worldwide Express workflow direction — Protected prototypeShow the decision without exposing the client
This alpha-prototype reconstruction communicates the final workflow direction. It is intentionally not the client's production interface.

Measured impact

18.3%reduction in support-call volume after two quarters

Organizational signal: The project also helped demonstrate the value of a dedicated design pod and a shared design-library capability.