Transforming maritime logistics

Cargill, one of the leading companies in maritime logistics and transportation, operates in more than 70 countries with a fleet of 700 ships transporting goods worldwide. However, shipment management was fragmented across multiple tools, relying on manual processes that created inefficiencies affecting both customers and internal operators. The challenge was clear: modernize and simplify the way customers accessed information about their shipments. The solution was the Customer Portal, the first collaborative platform in the industry, designed to enhance real-time visibility and optimize operational efficiency. Nikolaas Verlee - Tech Lead Carlos Parada - Front-end Adrián Molina - Back-end Lautaro Zúñiga - Full Stack Margarita Cobas - Product Designer Jona Flores - Product Designer, Product Manager

Cargill, one of the leading companies in maritime logistics and transportation, operates in more than 70 countries with a fleet of 700 ships transporting goods worldwide. However, shipment management was fragmented across multiple tools, relying on manual processes that created inefficiencies affecting both customers and internal operators. The challenge was clear: modernize and simplify the way customers accessed information about their shipments. The solution was the Customer Portal, the first collaborative platform in the industry, designed to enhance real-time visibility and optimize operational efficiency. Nikolaas Verlee - Tech Lead Carlos Parada - Front-end Adrián Molina - Back-end Lautaro Zúñiga - Full Stack Margarita Cobas - Product Designer Jona Flores - Product Designer, Product Manager

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IMPACT

30%

decrease in shipment management time

92%

of onboarded users fully adopted the platform within 3 months

The context


Our team at MS worked as a consultancy company building the product in collaboration with Cargill. Our team was based in Spain. The client and stakeholders were in Switzerland, USA and India.


Collaborating in teams that are continents apart is super fun but also challenging—clear communication and efficient workflows are key to success.




The problem


Cargill faced a complex and manual logistics management system, with information scattered across multiple tools and processes reliant on emails and calls. This led to operational inefficiencies, a high workload for operators, and communication errors with customers.

With the combination of Design Thinking, agile workflow and intense collaboration, we were able to deliver the MVP in three months.

Understanding


We've conducted interviews with domain experts (internal users) and potential customer users. We were looking to understand their day-to-day process; their context, their problems, concerns, constrains and goals.



  • Could you describe the last time you managed a shipment?

  • What tools or processes did you use?

  • Have you faced any issues recently? What happened?

  • Have you tried to improve this process before? What worked, and what didn’t?

  • What are the channels used for communication with the client?






Mapping the process


Based on user research, we mapped the entire process to gain a comprehensive view and identify key pain points and opportunities. This enabled us to spot hypothesis that could directly solve user problems.






Prototyping


We prototyped the main user flows for shipment preparation and validated ideas through user testing. Key features like itinerary updates, vessel positioning, arrival/departure dates, and port declarations were tested to ensure the solution effectively addressed user needs.






A desktop-first solution – With 98% of operators in the Geneva office using dual-screen setups, optimizing for desktop was crucial for efficiency and seamless workflow execution.

My Shipments


Powered by real-time data, the platform provides a clear and transparent view of shipments at every stage of the voyage, displaying status, vessel position, ETA, and more for seamless tracking.









My Contracts


With all contract details centralized, users can quickly access key information at a glance. This enhances efficiency and transparency, enabling better portfolio management and informed decision-making.








My Invoices


We provided full visibility into client invoices and payment tracking, enabling users to review details, check statuses, and download documents—all in one place. This streamlined workflows, turning time-consuming tasks into a seamless and efficient process.




User Testing


The primary goal was to identify usability issues and determine if the solution was truly effective in a real-world context. Success metrics included success/failure rates and task completion time.

Users tested the platform on-site and provided feedback during follow-up visits. However, delayed feedback collection proved to be a drawback, which I further discuss in the Learnings & Insights section below.





Learnings & Insights


  1. Designing with purpose

    Every design decision should address a clear user need. In this project, we prioritized features that directly improved operational efficiency and client communication, ensuring every solution aligned with the project’s goal. We focused on simple, user-friendly solutions that effectively solved real user problems.



  2. Over-communication is key

    Collaborating across Spain, Switzerland, the USA, and India, with three different time zones, was one of the biggest challenges. We overcame it through clear communication, using asynchronous updates and structured workflows to keep everyone aligned and engaged throughout all the user interviews and validations.



  3. What would I do differently next time?





    I would establish direct communication channels early on, allowing users to share feedback continuously during the testing phase. Waiting too long between office visits resulted in missed insights that could have improved the iteration process.