Emiza is a logistics platform unifying warehouse operations, fleet tracking, billing, and planning workflows — built from scratch to replace a US off-the-shelf solution that didn't fit India's on-ground realities. The result: ~86% less revenue leakage and 70% fewer support calls.
2018
UX Researcher & UI/UX Designer
On-site at the Delhi warehouse, we met a wall of skepticism — staff had watched software come and go, and some saw it as a threat to their job security. Before designing anything, we earned trust: two days working alongside the team, moving boxes, sharing chai and jalebis. That unlocked contextual inquiries and interviews across 6 user groups, and one reframing insight — technology wasn't the blocker, distrust was. Every solution answered a single question: what will help this person feel in control, not exposed?
I designed a split ecosystem — a web app for planning, monitoring, and support, and a mobile app for pickup, delivery, loading, and unloading — with eight targeted workflows: guided task flows and gamified accuracy incentives for ground staff, a smart-notification "single source of truth" replacing phone-call chases, small-step training flows with offline access for a high-churn workforce, a low-cost barcode seal system preventing malpractice without surveillance, a drag-and-drop planning board replacing WhatsApp and whiteboards, trend-based dashboards for regional managers, billing linked directly to shipment statuses, and end-to-end consignment tracking with proactive alerts.
Business impact: revenue leakage down ~86%, support calls down 70%, higher app adoption with lower training dependency, and real-time visibility across the org. Emiza became Airtel's fulfilment partner for India, distributing the iPhone X.
Emiza is a logistics platform unifying warehouse operations, fleet tracking, billing, and planning workflows — built from scratch to replace a US off-the-shelf solution that didn't fit India's on-ground realities. The result: ~86% less revenue leakage and 70% fewer support calls.
2018
UX Researcher & UI/UX Designer
On-site at the Delhi warehouse, we met a wall of skepticism — staff had watched software come and go, and some saw it as a threat to their job security. Before designing anything, we earned trust: two days working alongside the team, moving boxes, sharing chai and jalebis. That unlocked contextual inquiries and interviews across 6 user groups, and one reframing insight — technology wasn't the blocker, distrust was. Every solution answered a single question: what will help this person feel in control, not exposed?
I designed a split ecosystem — a web app for planning, monitoring, and support, and a mobile app for pickup, delivery, loading, and unloading — with eight targeted workflows: guided task flows and gamified accuracy incentives for ground staff, a smart-notification "single source of truth" replacing phone-call chases, small-step training flows with offline access for a high-churn workforce, a low-cost barcode seal system preventing malpractice without surveillance, a drag-and-drop planning board replacing WhatsApp and whiteboards, trend-based dashboards for regional managers, billing linked directly to shipment statuses, and end-to-end consignment tracking with proactive alerts.
Business impact: revenue leakage down ~86%, support calls down 70%, higher app adoption with lower training dependency, and real-time visibility across the org. Emiza became Airtel's fulfilment partner for India, distributing the iPhone X.
Emiza is a logistics platform unifying warehouse operations, fleet tracking, billing, and planning workflows — built from scratch to replace a US off-the-shelf solution that didn't fit India's on-ground realities. The result: ~86% less revenue leakage and 70% fewer support calls.
2018
UX Researcher & UI/UX Designer
On-site at the Delhi warehouse, we met a wall of skepticism — staff had watched software come and go, and some saw it as a threat to their job security. Before designing anything, we earned trust: two days working alongside the team, moving boxes, sharing chai and jalebis. That unlocked contextual inquiries and interviews across 6 user groups, and one reframing insight — technology wasn't the blocker, distrust was. Every solution answered a single question: what will help this person feel in control, not exposed?
I designed a split ecosystem — a web app for planning, monitoring, and support, and a mobile app for pickup, delivery, loading, and unloading — with eight targeted workflows: guided task flows and gamified accuracy incentives for ground staff, a smart-notification "single source of truth" replacing phone-call chases, small-step training flows with offline access for a high-churn workforce, a low-cost barcode seal system preventing malpractice without surveillance, a drag-and-drop planning board replacing WhatsApp and whiteboards, trend-based dashboards for regional managers, billing linked directly to shipment statuses, and end-to-end consignment tracking with proactive alerts.
Business impact: revenue leakage down ~86%, support calls down 70%, higher app adoption with lower training dependency, and real-time visibility across the org. Emiza became Airtel's fulfilment partner for India, distributing the iPhone X.