ISS

Conceptual Work 

To modernise and streamline their operations, my client—a global port management company operating in over 3,000 ports—initiated a transformation project to improve the tools used by Local Port Agents (LPAs). The project focused on creating an intuitive, efficient interface that addressed job creation, service management, cost estimation, and payment handling pain points. My role as Lead UX Designer was to simplify and tailor these processes to fit the diverse operational environments across various ports.

The project aimed to minimise the complexity of port appointment management and reduce friction between LPAs and charterers by introducing a transparent, well-structured workflow that could adapt to different global port operations.

Role & Process

As the Lead UX Designer, I collaborated with a Service Designer and Business Analyst to define a cohesive vision for the LPA interface. The project required a quick, iterative design process, where I gathered user insights, ideated concepts, and refined them based on feedback from global LPAs.

Given the project's conceptual nature, my focus was not on pixel-perfect designs but on building a foundation for future work. I concentrated on improving user efficiency, reducing manual errors, and introducing intelligent automation to save LPAs time and reduce potential operational errors.

Challenges

Navigating Global Variability:

The client managed a vast network of ports, each operating under different regulatory frameworks and financial systems. This created a significant design challenge—building a tool that catered to highly regulated, state-owned ports and privately operated, more agile ones. For example, a Rotterdam port might have sophisticated invoicing, while a port like Mombasa might only issue invoices annually, leading to cash flow issues.

My solution was to design a flexible framework that could adapt to these variations without overwhelming users. By simplifying the key workflows, I ensured that LPAs could manage their tasks consistently across different port environments despite the inherent complexity of their jobs.

Overcoming Legacy Infrastructure:

The client’s existing systems were deeply embedded, and a complete overhaul was not feasible. Instead, I focused on designing around these limitations. By creating seamless user interactions that masked system delays and bottlenecks, we kept LPAs engaged and provided clear, actionable feedback during processes that could otherwise feel slow or unresponsive.

This involved creating subtle UI elements that reassured users that their work was being processed without disruption.

Deliverables

Reimagining the Disbursement Account (DA) Workflow:

One of the more complex challenges involved managing Disbursement Accounts (DA) across various ports with vastly different financial workflows. We introduced a new, flexible workflow that offered LPAs three ways to handle DAs:

1. Clone an Existing DA
Users could clone a previous DA, streamlining repetitive work for similar jobs while ensuring accuracy.

2. Historical DA Retrieval
Users could select a historical DA and the system would automatically recalculate estimates based on past performance, allowing for more reliable budgeting and planning.

3. Manual DA Creation
For completely new or unique jobs, users still had the option to manually create a DA, ensuring flexibility where automation wasn’t applicable.

This new workflow provided a dynamic solution that catered to different job complexities and regional regulations, giving LPAs greater control over their financial processes while reducing manual effort.

Data Integration and Automation:

Manual data entry was a significant pain point. LPAs entered information across multiple systems, which not only wasted time but also introduced the risk of errors. By automating data transfers between systems and eliminating redundant tasks, we dramatically reduced users' manual workload, enabling them to focus on more critical tasks.

Notification System Overhaul:

Previously, LPAs were inundated with daily emails, creating noise and overwhelming their workflow. I reimagined the notification system, consolidating reminders into a daily summary focused only on the most critical tasks. This reduced notification fatigue and helped users prioritise their day more effectively.

Outcomes & Reflections

The conceptual designs were well received during user testing, with LPAs reporting that the simplified workflows would significantly reduce their daily workload and improve task management. While a different team handled the final implementation of the system, our work established a solid foundation for future development and further iteration.

One of this project's most rewarding aspects was the strategic nature of the design work. Typically, I engage in production-heavy projects, but this assignment required a broader, conceptual approach—balancing stakeholder needs, navigating legacy constraints, and providing a vision for long-term transformation.

Our success lies in creating a user-centred solution that simplifies complex processes without requiring a total overhaul of the client’s infrastructure. This project reinforced my belief in the value of iterative, user-led design in driving meaningful change, even in legacy-heavy industries like port management.