PROJECT OVERVIEW

ISS, a global port management company operating in over 3,000 ports, launched a transformation project to modernise and streamline the tools used by Local Port Agents (LPAs). The existing workflows lacked adaptability to regulatory differences, leading to missing or unpaid invoices, which resulted in significant financial risks and operational inefficiencies.

As the Lead UX Designer, I was responsible for redesigning critical workflows to improve financial accuracy, reduce inefficiencies, and create 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 provided a clear foundation and strategic direction for IInchcape’s digital transformation efforts.

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.