Building UX Capabilities from the Ground Up at a Global Logistics Company

We helped a multi-national organization deepen its UX capabilities by promoting a better understanding of modern design practices and an end-to-end mapping of its customer experience journey.

The client faced challenges with several research projects focused on fixing near-term or immediate user experience issues rather than addressing problems at an organizational level. We started tactically, working on many research and consulting projects for separate business units and markets organization-wide, enabling us to make quick CX wins. Over time, with 102 hours of fieldwork in 10 countries, we formed a more holistic understanding and mapping of the client’s customer experience journey. This also helped us redefine the client’s strategic investments and initiatives
across the organization.