Kestrel

A clearer operations layer for a logistics network, helping teams resolve exceptions quickly while giving customers a more honest view of what is happening.

Client

Kestrel Logistics

Scope

Service design, operations UX

Duration

16 weeks

Year

2026

The problem

Kestrel’s internal tools were built for individual teams, not for the handoffs that connected warehouses, drivers, support, and customers.

When a shipment changed status or missed a route, people relied on chat threads, spreadsheets, and personal workarounds to reconstruct the story. Customers experienced those gaps as vague updates and delayed answers, even when the underlying teams were working quickly.

The solution

We mapped the service around moments of uncertainty and created a shared operational view that made ownership, impact, and next action visible in one place.

Exception handling became a guided workflow instead of a scramble. Teams could see the same timeline, assign the next step without losing context, and communicate a more useful update to the customer without switching systems.