The project itself :
Project Overview
Unicargo is a global freight-forwarding company providing air, sea, and ground shipping with end-to-end logistics services. It combines technology and a personal approach to simplify complex international shipping for e-commerce and import/export businesses.
Problem:
A fragmented, manual quoting workflow makes it hard for sales teams to generate quotes quickly, track their status, and prioritize follow-ups, leading to frustration and lost opportunities.
Goal:
Transform a fragmented quoting process into a fast, transparent, and centralized sales experience.
My role:
Integrate into an ongoing project and take full end-to-end ownership of a single feature, aligning with the existing process and design system.
Deliverables:
End-to-end ownership of the Quotes feature, including lifecycle mapping, UX flows, high-fidelity UI, design-system alignment, and developer handoff.
All about the user
The Research
As part of an ongoing product, the research emphasized the current user experience—analyzing real workflows, journeys, pain points, and challenges to inform focused improvements.
Current Operating Model
Existing Quote Lifecycle
Quotes are managed across disconnected tools like emails, spreadsheets, and invoicing systems, requiring repeated manual data entry and creating high risk for errors. This fragmented, manual process leads to slow updates, misquotes, revenue leakage, and reduced customer satisfaction.
Process Breakdown
Fragmented Platforms
Sales reps still create and track quotes across email threads, spreadsheets, and a basic invoicing tool, none of which talk to each other.
Manual Data
Entry
Customer, shipment, and pricing details are typed in repeatedly for every step—creating high risk of typos, duplicate records, and missed updates.
High Human-Error Risk
Because every update relies on manual effort, misquotes and incorrect invoices are common, occasionally resulting in revenue leakage or customer dissatisfaction.
User Personas
Persona was selected by conducting user research and identifying common pain points, that frustrate and block the user from getting what they need from a product.
User Journey Map
I created a user journey map of Daniel’s experience to identify pain points and establish a clear foundation for the improvement roadmap.
User Interview Insights
73%
Of sales reps spend over 2 hours daily searching for quote information
45min
Average time to update a single quote status across multiple systems
89%
Of users wanted a unified dashboard view of all their quotes
Pain Points
Fragmented Systems
Quote information scattered across 3 different systems
Collaboration Gaps
No real-time collaboration features
Prioritization Issues
Difficulty prioritizing quotes by urgency or value
Conclusions
Data Sprawl
Sales reps spend excessive time, often over 2 hours daily, searching across multiple systems for quote information.
Inefficient Updates
Updating a single quote status takes an average of 45 minutes, largely due to disconnected platforms and manual steps.
High Risk of Errors
Manual data entry and lack of real-time notifications lead to frequent mistakes and make it difficult to prioritize quotes by urgency or value.
The project schematically :
Outcome
The project transforms a manual, high-stress logistics workflow into a streamlined digital powerhouse. From a salesperson's perspective, it’s like watching a cluttered desk get organized in seconds, replacing "copy-paste" exhaustion with an automated system that handles the heavy lifting. The outcome is a sleek, unified platform that eliminates errors and gives the team total control over every shipment and quote.