Role: Lead Product Design (Freelance)
Project: Global B2B SaaS Platform
Client: Jungheinrich AG
Downtime costs more than time.
Every minute of equipment downtime creates pressure – for technicians in the field, for customers, and for the service business as a whole.
A global service platform was conceived as a central entry point, consolidating five existing systems into a single hub and supporting technicians more efficiently.
The ambition: an offline-capable platform with a differentiated role and permission logic for internal service technicians, partners, and external workshops worldwide.
Insights
When service is under pressure.
Service is decided in the field – under time pressure, with complex information, and often without a stable network connection. When systems slow things down or information is missing, immediate pressure builds – for technicians on site and for customers whose operations come to a standstill.
The analysis revealed: it is not individual tools alone that cause friction. It is their fragmentation. Separate systems, inconsistent data, and organizational dependencies reinforce one another. Technicians search, verify, and double-check – at the very moment when speed is critical.
As the skilled labor shortage grows, it becomes clear: an integrated service platform is not a matter of convenience. It is a structural response to operational pressure – and a prerequisite for a scalable, future-proof service business.
From the field
„With one proper app, I could save around 10–20 minutes per machine, per site.“
Field interview
anonymized
Guiding question
What role does a well-considered UX play in a central service hub in reducing service times and enabling direct business impact?