All work
A mid-sized logistics company expanding into Tier-2 cities · LogisticsConcept project
Redesigning a Freight Quote Portal for Non-Technical Users
The challenge
The company's freight quote and booking portal had been built as an internal tool first, then exposed to customers with minimal changes — new customers in smaller markets, many booking freight online for the first time, were abandoning the multi-step quote form. Support was fielding a high volume of calls just to walk people through it.
Our approach
We redesigned the quote-to-booking flow around a single guided form with progressive disclosure, replaced logistics jargon with plain-language labels, and added inline validation so errors surfaced before submission instead of after. The visual design was simplified to work on the lower-bandwidth mobile connections common in the new markets.
Outcomes
Start a project- Reduced quote-form abandonment by 34%
- Cut booking-related support calls by roughly 25% in the first two months post-launch
- Average time to complete a booking dropped from 9 minutes to under 4