ShipCSX Reservations
ShipCSX Reservations is a customer-facing platform that supports shipping and reservation workflows across CSX’s transportation network. Built for a complex logistics environment, the platform helps users complete detailed operational tasks that require accuracy, clarity, and efficiency.
As lead UX designer, I worked to simplify the experience for customers navigating these workflows by improving usability, reducing friction, and bringing greater clarity to key interactions. I partnered closely with product managers and developers to design solutions that aligned user needs with business priorities and technical realities. A key part of my process was working directly with customers through usability testing and ongoing feedback sessions. I coordinated and led calls and meetings with customers to better understand their needs, observe pain points in the experience, and validate design decisions throughout the project. I also led user journey mapping efforts to better understand the end-to-end customer experience, identify friction points across workflows, and uncover opportunities to improve the platform more holistically. Through this combination of research, journey mapping, iteration, and cross-functional collaboration, I helped create a more intuitive experience that made complex shipping processes easier to manage.
This work reflects my approach to enterprise UX: designing experiences that make operational complexity feel clear, usable, and purposeful.
Case Study Summary
ShipCSX Reservations is a customer-facing logistics platform designed to support shipping and reservation workflows in a complex transportation environment. Because the platform supports critical operational tasks, the experience needed to feel intuitive, efficient, and reliable for customers navigating detailed processes.
In my role, I focused on improving workflow clarity, simplifying navigation, and reducing friction across the user experience. I also worked directly with customers by setting up and leading usability testing sessions, calls, and meetings to gather feedback and better understand how they interacted with the platform. These conversations helped inform design decisions, uncover usability issues, and ensure the experience was grounded in real customer needs. In addition, I I developed user journey maps to uncover pain points, align stakeholders, and guide end-to-end experience improvements, By combining customer insight with iterative design and close cross-functional collaboration, I helped shape a more seamless and effective reservations experience.
Role: Lead UX Designer
Platform: Customer-facing shipping and reservations platform
Users: Customers managing shipping and reservation workflows
Focus: Workflow simplification, usability, navigation, customer research, journey mapping, operational efficiency
Methods: UX design, usability testing, customer interviews, user journey mapping, iterative design, cross-functional collaboration, stakeholder alignment
