Configuring On-Demand Terminal Services
What research informed the design?
The design was informed by conversations with terminal operators and shipping line agents, along with mapping their roles, responsibilities, and dependencies. We found that special services were offered through emails, and manual coordination, making them hard to track and prone to missed billing and delays. This shaped a flow focused on clarity, better visibility, and error prevention.
What design principles guided the solution?
The solution was guided by three principles: clarity, accuracy, and speed. Since terminal operators manage high-risk operational work, the flow needed to reduce distractions and show only the most relevant information at each step. The experience also supported faster configuration through reusable service types and bulk actions.
How did you balance simplicity with operational complexity?
The goal was not to remove complexity, but to reveal it only when needed. The workflow followed a more guided setup so Terminal Operators could capture the required details without feeling overwhelmed. Bulk actions, clear requirements, and setup visibility helped reduce manual effort while still supporting the operational depth terminal teams needed.
Challenge
Help terminal operators configure special services to be provided to shipping lines, by designing a workflow that results in fewer errors, is easy to use and offers clarity.
Solution
A streamlined configuration flow that reduced information overload by breaking setup into focused steps, while improving visibility and reducing the risk of missed billing and operational errors.
Impact
The new workflow improved visibility, reduced the risk of missed billing and operational errors, and gave terminal teams a clearer way to manage service availability, approvals, documents, comments, and audit history.
Product Enablement System
Emphasis Application