A large logistics provider ran its network on siloed tools, paper, and guesswork, so dispatchers, drivers, and managers were flying blind while shipments and decisions stalled.
“You cannot manage a network you cannot see. Visibility is the product.”
The client wanted to unify disconnected transportation workflows under a single digital platform. Systems operated in silos, causing poor visibility, inconsistent communication, and delayed decisions, while manual paper processes and outdated interfaces made it hard to track shipments or manage performance in real time, all without disrupting ongoing delivery.
ML arteka mapped the ecosystem across dispatchers, drivers, planners, and executives, using stakeholder interviews and journey mapping to find friction points. Guided by a service design framework, the team co-created a blueprint prioritizing usability, scalability, and modularity, then designed a Transportation Management Solution with five modules, a modular Figma design system, dynamic shipment cards, inline collaboration, map tracking, and a mobile-first companion app for drivers.
The result: a 35% reduction in task completion time, 90% fewer driver input errors, a 40% improvement in operational efficiency, and adoption that doubled within three months.
Business Outcomes
Service design unified people, process, and technology into one visible, data-driven logistics platform.
Across logistics workflows.
Through a clearer, mobile-first experience.
Adoption doubled within three months.
The Transformation
From siloed tools and paper to one integrated, visible logistics ecosystem.
- 1
MapMap the EcosystemInterviewed dispatchers, drivers, planners, and executives and mapped journeys to find friction points. - 2
BlueprintService Design FrameworkCo-created a blueprint prioritizing usability, scalability, and modularity with operational and technical teams. - 3
DefineFive Core ModulesDefined a Shipment Dashboard, Dispatch Planning, Carrier Collaboration Portal, Performance Analytics, and Admin Console. - 4
DesignSystem and Mobile AppBuilt a modular Figma design system with map tracking and a mobile-first companion app for drivers.
The Business Challenge
A Network Running Blind
Siloed systems and manual processes left the logistics network without real-time visibility or control.
Siloed systems
Disconnected tools caused poor visibility across the network.
Inconsistent communication
Dispatchers, drivers, and management were not aligned.
Manual paper processes
Outdated interfaces made real-time tracking difficult.
Delayed decisions
No unified performance metrics slowed decision-making.
Business Outcomes in Detail
What the Numbers Mean
Across logistics workflows.
Through a clearer, mobile-first experience.
Adoption doubled within three months.
Technology Snapshot
The TMS Platform
Service design unifies people, processes, and technology. Addressing operational pain points with human-centered design is what turned a fragmented network into an integrated ecosystem teams actually adopted.
Executive Questions and Answers
The questions leadership tends to ask when evaluating an approach like this.
Visibility
What changed for the teams?
Teams gained real-time visibility into operations, communication between partners became seamless, and performance tracking became data-driven.
Adoption
How did adoption double so quickly?
By grounding the design in service design principles and a mobile-first experience, the platform fit how people actually work, so adoption doubled within three months.
Accuracy
How were driver input errors cut 90%?
A clearer, mobile-first companion app with a modular, accessible design reduced the friction that caused input errors in the field.
