Airspace Technologies

Logistics Customer Portal

client

Airspace Technologies

industry

Logistics

project

Customer Portal Redesign

services

UX Research (discovery through usability testing), Workshop facilitation

The challenge

With customers accustomed to low switching costs and facing new entrants, Airspace needed to improve customer satisfaction in their primary logistics ordering platform.

My task

Find ways to improve the user experience

Overall goal
  • Help retain market leadership,
  • Eliminate customer friction with the primary experiences (ordering and delivery)
Actions

Research Innovation: Co-creation combined with deep research, observation, and design concepts—all within 4 hours.

The limited time with the customer required the team to work fast and get creative. I built an all-in-one research effort: Observation and interviews were paired with UI sketching, worksheets created consistency across research, and design workshops gave us immediate user feedback, eliminating additional rounds of discovery research.

Insight

Airspace Tech is beating industry cost and delivery time standards, but gaps in process transparency created anxiety at critical moments.

“You realize that if you make a mistake someone may lose out on a life-saving organ. That’s really hard.”

Supervisor

Insights
  • The last 500 feet of the delivery created allot of churn for everyone involved.
  • Driver availability is directly affected by app usability and instructions from operations.
  • Transparency from end to end provides customers control and confidence in a chaotic process
Project impact

Customer need for process transparency and driver accuracy changed Airspace’s approach to product development. Driver app features were moved up in the timeline. Transparency features were added to the UI. These insights became the hallmark of customer facing tools.

Outcomes

Airspace launched the new client dashboard 6 months later and received 40% more business from FedEx.

  • The customer values I developed have gone on to support business and design development.
  • Stakeholder interviews resulted in a living journey map that Airspace now uses for all customers to identify their critical moments of the package journey.
  • Using the journey map, Airspace focused on critical moments across the package journey to redesign processes and customer tools.
  • The UI prototypes continue to provide goal posts for the design team.