UI / UX Design
Syncargo SaaS Logistic
Syncargo's advanced technology system empowers freight forwarders to streamline end-to-end process with ease.
Year :
2023
Industry :
SaaS Logistic
Client :
Syncargo
Project Duration :
6 Month
Introduction
Many freight forwarders in Indonesia were still relying heavily on manual workflows. Spreadsheets, emails, and phone calls were the main tools for managing bookings, shipments, and customer communication. These processes were slow, prone to errors, and limited business growth.
Identifying the Opportunity
The team behind Syncargo had experienced these challenges firsthand. Before becoming a tech-driven logistics company, Andalin operated freight forwarding manually. With this deep understanding of the industry, the team saw a chance to create a SaaS platform that could streamline operations for other freight forwarders.
Problem Statement
Before Syncargo, most freight forwarders faced three key pain points:
Manual workflows: Quotation requests, order tracking, and invoicing were largely handled via email, phone calls, or spreadsheets. This slowed operations and introduced errors.
Lack of visibility: Clients had little to no real-time insight into the status of their shipments, reducing trust and increasing the volume of follow-up communication.
Operational inefficiency: Freight forwarders had to juggle multiple tools or handle paperwork manually, leaving less time for business growth.
The founders of Syncargo had experienced these challenges firsthand, having worked in the freight forwarding business before. This gave them a clear perspective on the market gap and the urgency for a unified digital solution.
Solution
We saw a chance to empower freight forwarders with a ready-to-use SaaS solution. Instead of each company building their own system, Syncargo would offer a subscription-based platform where:
Freight forwarders manage their operations digitally.
Customers could easily book and track shipments through a connected customer-facing app.
Andalin (as the service provider) could oversee and maintain the ecosystem through a super admin app.
The Syncargo platform was developed with three main applications:
Freight Forwarder Dashboard (B2B)
Manage transactions, track shipments, and handle customer data.
Automate repetitive tasks to reduce manual workload.
Provide visibility into operations with data-driven insights.
A management dashboard to handle transactions, automate invoicing, manage accounts receivable/payable, and oversee operations.
Customer App (B2C)
Customers can directly place orders for freight forwarding services.
Real-time updates and tracking of their shipments.
Simple interface designed for users with varying levels of digital literacy.
Share them via WhatsApp/email and upload documents
Super Admin Panel
Enables Syncargo’s internal admin team to manage all freight forwarder accounts.
Monitor client activities, manage subscriptions (monthly/yearly), and oversee trial users.
Ensure system stability, handle support requests, and control platform-wide settings.
The product was launched with a subscription model (monthly and yearly) and included a 14-day free trial to reduce adoption barriers.
UI/UX Process
1. Research & Discovery
Conducted user interviews with freight forwarders, their customers, and Syncargo’s internal admin team.
Identified pain points such as duplicated paperwork, communication gaps, lack of customer visibility, and the need for centralized oversight.
Defined two main personas:
Operations Manager (internal staff needing efficiency).
Customer/Importer (external users booking shipments).
2. User Flow & Information Architecture
Designed flows that balanced simplicity (for customers), power (for freight forwarders), and control (for super admins).
Built a hierarchical ecosystem: Super Admin → Freight Forwarder → Customers.
Organized the dashboards with a focus on usability:
FF Dashboard: Transactions, Shipments, Customers, Analytics, Finance, Chat, Quotation, etc.
Customer App: Bookings, Tracking, Support.
Super Admin: Account Management, Subscriptions, Platform Monitoring.
3. Wireframing & Prototyping
Created low-fidelity wireframes to validate structure and navigation.
High-fidelity prototypes with realistic data to simulate workflows across all three apps.
Iterated quickly based on feedback from each user group.
Delivered a cohesive design system across all three apps for consistency.
Emphasized clarity with clean layouts, intuitive icons, and structured data tables.
4. Usability Testing
Stakeholder Testing: Prototypes were first tested internally with operations staff, management, and admins. Modules like Manage Invoice were validated for accuracy and workflow efficiency. Feedback from internal stakeholders helped refine interactions before external testing.
Client Testing: External testing involved real freight forwarders. Observing users with features like Manage Shipment and Dashboard revealed friction points, such as difficulty scanning HBL documents or understanding multi-currency invoices. Iterations simplified interfaces, added notifications, and improved onboarding.
5. Handoff to Development
Final designs, high-fidelity prototypes, style guides, and interaction specifications were delivered to frontend and backend teams. Features like Dashboard, Create Quotation, Notification, Manage Shipment, List Quotation, Master Data, Manage Invoice, Setting, Chat, Invoice Improvement, etc. handling were fully documented, ensuring accurate and efficient implementation.
Challenge
Scheduling with Busy Users
Freight forwarders were extremely busy, making it difficult to arrange user interviews. The team adapted by conducting short, focused sessions and remote usability tests to still capture meaningful insights.Adoption Resistance
Some freight forwarders were still hesitant to fully switch from manual workflows. Training and change management required more time and effort than expected.Learning Curve
Although the platform was designed with usability in mind, new users—especially those with low digital literacy—still needed onboarding support to understand all features.Mobile Experience
While the web dashboard was strong, the mobile app lacked advanced features and offline functionality, limiting usage for on-the-go operations.Scalability Challenges
Supporting both small and large enterprises with the same dashboards was complex. Some large forwarders requested deeper customization and analytics beyond what the platform initially offered.
Summary
Operational Efficiency
Significant reduction of manual workload through automation.
65% faster in generating quotations and invoices.
40% improvement in processing bookings and shipment tracking.
Error Reduction
Human errors from duplicated data or manual input decreased substantially.
55% fewer errors in shipment document preparation.
30% reduction in miscommunication between freight forwarders and customers.
Customer Experience
Clients gained real-time visibility of their shipments.
50% fewer follow-up calls/emails regarding shipment status.
Looking Ahead
Syncargo has streamlined freight forwarding, but there’s room to grow:
Predictive Insights: Forecast delays, financial trends, and customer behavior.
Smarter Automation: Auto-generate invoices and support AI-assisted documentation.
Mobile Offline: Improve usability and enable offline functionality for on-the-go users.
Onboarding Interactive: Interactive tutorials and in-app AI help for faster adoption.
Continuous Feedback: Capture user insights to evolve the platform alongside industry needs.
These improvements will make Syncargo even more efficient, user-friendly, and adaptable for the future.
More Projects
UI / UX Design
Syncargo SaaS Logistic
Syncargo's advanced technology system empowers freight forwarders to streamline end-to-end process with ease.
Year :
2023
Industry :
SaaS Logistic
Client :
Syncargo
Project Duration :
6 Month
Introduction
Many freight forwarders in Indonesia were still relying heavily on manual workflows. Spreadsheets, emails, and phone calls were the main tools for managing bookings, shipments, and customer communication. These processes were slow, prone to errors, and limited business growth.
Identifying the Opportunity
The team behind Syncargo had experienced these challenges firsthand. Before becoming a tech-driven logistics company, Andalin operated freight forwarding manually. With this deep understanding of the industry, the team saw a chance to create a SaaS platform that could streamline operations for other freight forwarders.
Problem Statement
Before Syncargo, most freight forwarders faced three key pain points:
Manual workflows: Quotation requests, order tracking, and invoicing were largely handled via email, phone calls, or spreadsheets. This slowed operations and introduced errors.
Lack of visibility: Clients had little to no real-time insight into the status of their shipments, reducing trust and increasing the volume of follow-up communication.
Operational inefficiency: Freight forwarders had to juggle multiple tools or handle paperwork manually, leaving less time for business growth.
The founders of Syncargo had experienced these challenges firsthand, having worked in the freight forwarding business before. This gave them a clear perspective on the market gap and the urgency for a unified digital solution.
Solution
We saw a chance to empower freight forwarders with a ready-to-use SaaS solution. Instead of each company building their own system, Syncargo would offer a subscription-based platform where:
Freight forwarders manage their operations digitally.
Customers could easily book and track shipments through a connected customer-facing app.
Andalin (as the service provider) could oversee and maintain the ecosystem through a super admin app.
The Syncargo platform was developed with three main applications:
Freight Forwarder Dashboard (B2B)
Manage transactions, track shipments, and handle customer data.
Automate repetitive tasks to reduce manual workload.
Provide visibility into operations with data-driven insights.
A management dashboard to handle transactions, automate invoicing, manage accounts receivable/payable, and oversee operations.
Customer App (B2C)
Customers can directly place orders for freight forwarding services.
Real-time updates and tracking of their shipments.
Simple interface designed for users with varying levels of digital literacy.
Share them via WhatsApp/email and upload documents
Super Admin Panel
Enables Syncargo’s internal admin team to manage all freight forwarder accounts.
Monitor client activities, manage subscriptions (monthly/yearly), and oversee trial users.
Ensure system stability, handle support requests, and control platform-wide settings.
The product was launched with a subscription model (monthly and yearly) and included a 14-day free trial to reduce adoption barriers.
UI/UX Process
1. Research & Discovery
Conducted user interviews with freight forwarders, their customers, and Syncargo’s internal admin team.
Identified pain points such as duplicated paperwork, communication gaps, lack of customer visibility, and the need for centralized oversight.
Defined two main personas:
Operations Manager (internal staff needing efficiency).
Customer/Importer (external users booking shipments).
2. User Flow & Information Architecture
Designed flows that balanced simplicity (for customers), power (for freight forwarders), and control (for super admins).
Built a hierarchical ecosystem: Super Admin → Freight Forwarder → Customers.
Organized the dashboards with a focus on usability:
FF Dashboard: Transactions, Shipments, Customers, Analytics, Finance, Chat, Quotation, etc.
Customer App: Bookings, Tracking, Support.
Super Admin: Account Management, Subscriptions, Platform Monitoring.
3. Wireframing & Prototyping
Created low-fidelity wireframes to validate structure and navigation.
High-fidelity prototypes with realistic data to simulate workflows across all three apps.
Iterated quickly based on feedback from each user group.
Delivered a cohesive design system across all three apps for consistency.
Emphasized clarity with clean layouts, intuitive icons, and structured data tables.
4. Usability Testing
Stakeholder Testing: Prototypes were first tested internally with operations staff, management, and admins. Modules like Manage Invoice were validated for accuracy and workflow efficiency. Feedback from internal stakeholders helped refine interactions before external testing.
Client Testing: External testing involved real freight forwarders. Observing users with features like Manage Shipment and Dashboard revealed friction points, such as difficulty scanning HBL documents or understanding multi-currency invoices. Iterations simplified interfaces, added notifications, and improved onboarding.
5. Handoff to Development
Final designs, high-fidelity prototypes, style guides, and interaction specifications were delivered to frontend and backend teams. Features like Dashboard, Create Quotation, Notification, Manage Shipment, List Quotation, Master Data, Manage Invoice, Setting, Chat, Invoice Improvement, etc. handling were fully documented, ensuring accurate and efficient implementation.
Challenge
Scheduling with Busy Users
Freight forwarders were extremely busy, making it difficult to arrange user interviews. The team adapted by conducting short, focused sessions and remote usability tests to still capture meaningful insights.Adoption Resistance
Some freight forwarders were still hesitant to fully switch from manual workflows. Training and change management required more time and effort than expected.Learning Curve
Although the platform was designed with usability in mind, new users—especially those with low digital literacy—still needed onboarding support to understand all features.Mobile Experience
While the web dashboard was strong, the mobile app lacked advanced features and offline functionality, limiting usage for on-the-go operations.Scalability Challenges
Supporting both small and large enterprises with the same dashboards was complex. Some large forwarders requested deeper customization and analytics beyond what the platform initially offered.
Summary
Operational Efficiency
Significant reduction of manual workload through automation.
65% faster in generating quotations and invoices.
40% improvement in processing bookings and shipment tracking.
Error Reduction
Human errors from duplicated data or manual input decreased substantially.
55% fewer errors in shipment document preparation.
30% reduction in miscommunication between freight forwarders and customers.
Customer Experience
Clients gained real-time visibility of their shipments.
50% fewer follow-up calls/emails regarding shipment status.
Looking Ahead
Syncargo has streamlined freight forwarding, but there’s room to grow:
Predictive Insights: Forecast delays, financial trends, and customer behavior.
Smarter Automation: Auto-generate invoices and support AI-assisted documentation.
Mobile Offline: Improve usability and enable offline functionality for on-the-go users.
Onboarding Interactive: Interactive tutorials and in-app AI help for faster adoption.
Continuous Feedback: Capture user insights to evolve the platform alongside industry needs.
These improvements will make Syncargo even more efficient, user-friendly, and adaptable for the future.
More Projects
UI / UX Design
Syncargo SaaS Logistic
Syncargo's advanced technology system empowers freight forwarders to streamline end-to-end process with ease.
Year :
2023
Industry :
SaaS Logistic
Client :
Syncargo
Project Duration :
6 Month
Introduction
Many freight forwarders in Indonesia were still relying heavily on manual workflows. Spreadsheets, emails, and phone calls were the main tools for managing bookings, shipments, and customer communication. These processes were slow, prone to errors, and limited business growth.
Identifying the Opportunity
The team behind Syncargo had experienced these challenges firsthand. Before becoming a tech-driven logistics company, Andalin operated freight forwarding manually. With this deep understanding of the industry, the team saw a chance to create a SaaS platform that could streamline operations for other freight forwarders.
Problem Statement
Before Syncargo, most freight forwarders faced three key pain points:
Manual workflows: Quotation requests, order tracking, and invoicing were largely handled via email, phone calls, or spreadsheets. This slowed operations and introduced errors.
Lack of visibility: Clients had little to no real-time insight into the status of their shipments, reducing trust and increasing the volume of follow-up communication.
Operational inefficiency: Freight forwarders had to juggle multiple tools or handle paperwork manually, leaving less time for business growth.
The founders of Syncargo had experienced these challenges firsthand, having worked in the freight forwarding business before. This gave them a clear perspective on the market gap and the urgency for a unified digital solution.
Solution
We saw a chance to empower freight forwarders with a ready-to-use SaaS solution. Instead of each company building their own system, Syncargo would offer a subscription-based platform where:
Freight forwarders manage their operations digitally.
Customers could easily book and track shipments through a connected customer-facing app.
Andalin (as the service provider) could oversee and maintain the ecosystem through a super admin app.
The Syncargo platform was developed with three main applications:
Freight Forwarder Dashboard (B2B)
Manage transactions, track shipments, and handle customer data.
Automate repetitive tasks to reduce manual workload.
Provide visibility into operations with data-driven insights.
A management dashboard to handle transactions, automate invoicing, manage accounts receivable/payable, and oversee operations.
Customer App (B2C)
Customers can directly place orders for freight forwarding services.
Real-time updates and tracking of their shipments.
Simple interface designed for users with varying levels of digital literacy.
Share them via WhatsApp/email and upload documents
Super Admin Panel
Enables Syncargo’s internal admin team to manage all freight forwarder accounts.
Monitor client activities, manage subscriptions (monthly/yearly), and oversee trial users.
Ensure system stability, handle support requests, and control platform-wide settings.
The product was launched with a subscription model (monthly and yearly) and included a 14-day free trial to reduce adoption barriers.
UI/UX Process
1. Research & Discovery
Conducted user interviews with freight forwarders, their customers, and Syncargo’s internal admin team.
Identified pain points such as duplicated paperwork, communication gaps, lack of customer visibility, and the need for centralized oversight.
Defined two main personas:
Operations Manager (internal staff needing efficiency).
Customer/Importer (external users booking shipments).
2. User Flow & Information Architecture
Designed flows that balanced simplicity (for customers), power (for freight forwarders), and control (for super admins).
Built a hierarchical ecosystem: Super Admin → Freight Forwarder → Customers.
Organized the dashboards with a focus on usability:
FF Dashboard: Transactions, Shipments, Customers, Analytics, Finance, Chat, Quotation, etc.
Customer App: Bookings, Tracking, Support.
Super Admin: Account Management, Subscriptions, Platform Monitoring.
3. Wireframing & Prototyping
Created low-fidelity wireframes to validate structure and navigation.
High-fidelity prototypes with realistic data to simulate workflows across all three apps.
Iterated quickly based on feedback from each user group.
Delivered a cohesive design system across all three apps for consistency.
Emphasized clarity with clean layouts, intuitive icons, and structured data tables.
4. Usability Testing
Stakeholder Testing: Prototypes were first tested internally with operations staff, management, and admins. Modules like Manage Invoice were validated for accuracy and workflow efficiency. Feedback from internal stakeholders helped refine interactions before external testing.
Client Testing: External testing involved real freight forwarders. Observing users with features like Manage Shipment and Dashboard revealed friction points, such as difficulty scanning HBL documents or understanding multi-currency invoices. Iterations simplified interfaces, added notifications, and improved onboarding.
5. Handoff to Development
Final designs, high-fidelity prototypes, style guides, and interaction specifications were delivered to frontend and backend teams. Features like Dashboard, Create Quotation, Notification, Manage Shipment, List Quotation, Master Data, Manage Invoice, Setting, Chat, Invoice Improvement, etc. handling were fully documented, ensuring accurate and efficient implementation.
Challenge
Scheduling with Busy Users
Freight forwarders were extremely busy, making it difficult to arrange user interviews. The team adapted by conducting short, focused sessions and remote usability tests to still capture meaningful insights.Adoption Resistance
Some freight forwarders were still hesitant to fully switch from manual workflows. Training and change management required more time and effort than expected.Learning Curve
Although the platform was designed with usability in mind, new users—especially those with low digital literacy—still needed onboarding support to understand all features.Mobile Experience
While the web dashboard was strong, the mobile app lacked advanced features and offline functionality, limiting usage for on-the-go operations.Scalability Challenges
Supporting both small and large enterprises with the same dashboards was complex. Some large forwarders requested deeper customization and analytics beyond what the platform initially offered.
Summary
Operational Efficiency
Significant reduction of manual workload through automation.
65% faster in generating quotations and invoices.
40% improvement in processing bookings and shipment tracking.
Error Reduction
Human errors from duplicated data or manual input decreased substantially.
55% fewer errors in shipment document preparation.
30% reduction in miscommunication between freight forwarders and customers.
Customer Experience
Clients gained real-time visibility of their shipments.
50% fewer follow-up calls/emails regarding shipment status.
Looking Ahead
Syncargo has streamlined freight forwarding, but there’s room to grow:
Predictive Insights: Forecast delays, financial trends, and customer behavior.
Smarter Automation: Auto-generate invoices and support AI-assisted documentation.
Mobile Offline: Improve usability and enable offline functionality for on-the-go users.
Onboarding Interactive: Interactive tutorials and in-app AI help for faster adoption.
Continuous Feedback: Capture user insights to evolve the platform alongside industry needs.
These improvements will make Syncargo even more efficient, user-friendly, and adaptable for the future.