PROJECT OVERVIEW

Inchcape Shipping Services (ISS) operates in over 3,000 ports worldwide. They launched a project to modernise the tools used by Local Port Agents (LPAs). The existing workflows couldn’t easily adapt to different regulatory systems, leading to missed or unpaid invoices - and in turn, financial risk and inefficiencies.

As Lead UX Designer, I redesigned key workflows to improve financial accuracy and reduce manual work. The goal was to build a more structured, automated system for job creation, service management, cost estimation, and payment processing.

OUTCOME & IMPACT

☑ Increased efficiency – Simplified workflows reduced manual effort for LPAs, allowing them to manage tasks more effectively.

☑ Improved decision-making – Automation and data integration provided more reliable cost estimates and streamlined approval processes.

☑Positive user feedback – Conceptual designs were well received, with LPAs reporting the new system would significantly reduce workload and improve overall task management.

Although a separate team handled the final implementation, my work laid the foundations and set the strategic direction for ISS’s wider digital transformation.

CHALLENGES

Navigating Global Variability

Designing a tool adaptable to highly regulated, state-owned and privately operated ports, each with differing regulatory frameworks and financial systems.

Overcoming Legacy Infrastructure

Modernising workflows while integrating with deeply embedded existing systems without a complete overhaul.

APROACH

1. User Research & Insights—I collaborated with a Service Designer and Business Analyst to gather insights from global LPAs, identifying inefficiencies and pain points.

2. Iterative Design Process – Developed and tested design solutions, improving efficiency, reducing manual errors, and introducing intelligent automation.

3. Flexible Framework Development – Created a scalable, adaptable system that ensured consistency across different ports and operational environments.

DELIVERABLES

Redesigned Disbursement Account (DA) Workflow:

• Cloning Existing DAs – Streamlined repetitive tasks by enabling users to clone previous DAs.

• Historical DA Retrieval – Integrated past performance data for more accurate cost estimations.

• Manual DA Creation – Allowed flexibility for unique job scenarios.

Data Integration & Automation: Reduced manual data entry by automating key processes, minimising errors and improving efficiency.

Overhauled Notification System: Replaced fragmented alerts with a daily prioritised summary, cutting down on notification fatigue and helping users focus on critical tasks.

WHY IT MATTERS

This project was a major step towards modernising port management operations, reducing inefficiencies, and empowering LPAs with smarter, more intuitive tools. By focusing on usefulness, automation, and adaptability, the redesigned system improved both day-to-day operations and long-term scalability for ISS.