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UX Lead 
Inchcape Shipping Services
2024
Back-office application
Internal workflows
 
 

Scoping and designing UX solutions to help a 170 year old business transition from manual offline workflow to digital and automation.  

As the UX lead for the transformation programme,I spearheaded the team in scoping, defining, and designing strategic solutions. These strategic solutions aim to improve cash flow, streamline workflows, enhance operations, and demonstrate the immense potential of digital solutions in addressing complex business challenges.





Problem 

Inchcape is widely recognised for its industry expertise, but its internal workflows were fragmented and outdated, leading to a waste of time and money. 

During the discovery phases, similar issues were uncovered across all areas of the business. Therefore, our approach was to strategically address these issues thematically in order to have the greatest impact.

Solution: 
Cash allocation tool 
This tool consolidates receipts from all global accounts into one place, saving the finance team countless hours previously spent logging and downloading data from multiple bank accounts. 

It will dramatically reduce the risk of incorrect allocations and revenue loss and save the finance team an average of 10 hours per week. 







With all bank feeds aggregated into a single interface using 3rd party integration, users can quickly switch between regions and bank accounts. The reconciliation interface is connected to the billing database, fully updated and searchable for fast accurate cash allocation. The payment allocation flow supports complex tasks such as split payments.
Solution: 
Billings & Accounts Workflow Management Operations and finance were not synchronised: service operations were completed, but the finance team was not informed on time, resulting in late bill sending and delayed payments.

A new billing management system synchronised with operational data, allowing the finance team to view the status of upcoming and completed jobs, assign tasks, and send bills directly from their dashboard.







Solution:
Customer query managementThe customer query flow was broken, with queries coming in via multiple touch points. They were not properly logged and often remained unresolved, resulting in customer dissatisfaction and payment delays. 

The proposed solution is a comments layer that allows customer support teams to log queries directly next to the relevant service line. They can also tag colleagues, create threads, and resolve issues. 

Although only partially implemented due to a lack of technical resources, the VP of Technology adopted this solution as a guiding principle for future solutions.






Solution: 
operations dashboardThe dashboard offers crucial information to shipping agents operating under significant time pressure, with the capability for easy customisation to accommodate operator managers overseeing multiple ports.
Collaboration and user engagementThe UX team collaborated closely with business analysts and service designers to ensure we focused on the right features.

In my second month as UX lead, I founded the User Expert Panel, a diverse group of users that was a crucial part of our design process. They regularly provided feedback and participated in review sessions, ensuring we always had access to user insights. We kept stakeholders engaged by giving company-wide presentations and doing one-on-one reviews. Using design thinking principles, we got support from senior stakeholders with different and often conflicting views.

Most importantly, we kept in touch with employees to ensure our solutions fit into their daily work, making constant improvements.



We often used some quick guerrilla testing methods to get fast feedback on our ideas


Personas used to demonstrate solutions to stakeholder


Snapshot from a company-wide design walkthrough






UX Lead: Yarden Gur
UX Designers: Tunc Karadag, Amar Wandere
UI Lead: Josh Butcher
UI Designers: Vlad Neuman, James Hardwick
Service Designer: Sujeban Susilakanthan
BA: Martin Williams