As a strategic UX/UI partner for Lufthansa Cargo, our collaboration has focused on two core objectives. Firstly, we’ve enhanced the user experience across the digital sales journey, ensuring every touchpoint is seamless, fast, and transparent. This enables freight forwarders and brokers to ship cargo efficiently worldwide. Secondly, we’ve championed customer-centric thinking within the organisation, embedding it into Lufthansa Cargo's decision-making processes.

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In my role as a UX/UI Designer and Product Strategist, I was integral to shaping the product vision and ensuring that our design solutions aligned with both user needs and business objectives. By closely collaborating with stakeholders, I facilitated workshops and conducted user research to gather key insights that guided our future design decisions. I also played a key role in translating these insights into intuitive, user-friendly interfaces that improved usability and supported Lufthansa Cargo's strategic goals of enhancing operational efficiency and customer satisfaction.

Lufthansa Cargo operates in a environment of excellent operational efficiency. Designing within this context required us to navigate a terrain where business decisions are heavily driven by operational needs and our solutions needed to seamlessly integrate into existing workflows without disrupting the critical processes that keep cargo moving efficiently around the globe.

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This operations-first approach meant that our designs needed to prioritise functionality and reliability above all else. We had to create interfaces that could handle complex data streams, provide real-time updates, and support decision-making in fast-paced scenarios. Balancing these operational demands with the need for a user-friendly experience was a delicate task that required close collaboration with various stakeholders.

Reflecting on this project, what initially appeared as complex challenges within Lufthansa Cargo's operations ultimately became valuable opportunities to innovate and drive meaningful change.

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One of the key ways we turned challenges into opportunities was by focusing on process optimisation. We used the development of the mobile app as an opportunity to rethink the way logistics data was accessed and acted upon. The app’s real-time notifications, intuitive flight search, and routing features allowed users to make quicker decisions, which in turn streamlined Lufthansa Cargo’s operations. For example, providing an easy way for users to reroute shipments on short notice reduced the risk of delays and minimised downtime in critical cargo management processes. This, in effect, boosted efficiency not just for the users but for Lufthansa Cargo as a whole.

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We witnessed how design can become a powerful enabler of efficiency by simplifying complex processes and empowering users to act swiftly. The app became a critical part of their digital transformation, allowing the company to respond more flexibly to disruptions while ensuring that cargo reached its destinations without unnecessary delays.