Case studies / Work in context
Products shaped around real work.
Different sectors. Familiar challenges: handoffs, visibility and decisions spread across too many places. Here is how a more joined-up system can help. Figures are project-specific outcomes from initial rollout and review periods, not general performance promises.
Freight coordinationNorthline Freight Desk
A shared operations view for a regional freight coordinator handling fast-changing collections, capacity and delivery exceptions.
31%less manual rework across the pilot desk
24 minfaster average exception triage
1 viewshared operational queue for planners
Operations researchWorkflow mappingWeb applicationAPI integrationIterative rollout
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The challenge
Dispatchers were reconciling updates across email threads, spreadsheets and separate carrier tools. Small changes were easy to miss, while supervisors had little reliable view of where a job was blocked.
What we made
Kernloom mapped the dispatch workflow with planners, then built a browser-based coordination workspace. A live load queue, exception ownership, carrier notes and a concise day view brought the most useful signals into one place. The pilot connected existing feeds rather than asking teams to replace every system at once.
Project outcomes
These figures describe the project team's observed outcomes during its initial rollout and review period. They are specific to this engagement, not a general performance promise.
Member servicesCedar Union Network
A self-service platform to help a distributed membership organisation make its everyday services easier to find and use.
42%fewer routine enquiries after launch
68%of common tasks completed self-serve
2.1×more visits to the events area
Member researchContent designResponsive portalService analyticsAccessibility review
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The challenge
Members relied on the service team for routine information and updates. Content lived in separate systems, and the routes for renewals, event details and support were not obvious on smaller screens.
What we made
We reshaped navigation around member tasks, tested language with a varied group of members and designed a responsive portal. A single account area brought key details, renewal steps and event information together, while a lightweight content model helped staff keep guidance current.
Project outcomes
These figures describe the project team's observed outcomes during its initial rollout and review period. They are specific to this engagement, not a general performance promise.
Field serviceMorrow Utilities
A scheduling workspace for field teams coordinating planned maintenance alongside urgent, weather-sensitive work.
18%fewer scheduling conflicts
12%more jobs completed on the planned day
9 minsaved per routine schedule change
Field researchScheduling rulesRole-based platformMobile webQuality engineering
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The challenge
Planners were balancing skills, locations and changing priorities on a whiteboard and shared calendar. A late cancellation could create a chain of calls and duplicate site visits.
What we made
Kernloom observed dispatchers and technicians, then built a role-based scheduling system with a clear geographic day view, skills-aware assignment and a structured change log. The interface surfaced conflicts before confirmation and kept technicians updated through a mobile-friendly job list.
Project outcomes
These figures describe the project team's observed outcomes during its initial rollout and review period. They are specific to this engagement, not a general performance promise.
B2B distributionAtelier Supply Co.
An ordering and approvals portal for trade customers buying specialist materials across several departments.
27%faster quote turnaround
35%fewer incomplete order requests
1 dayless approval delay on average
B2B service designOrdering portalApproval workflowsCatalog integrationOperational handover
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The challenge
Orders arrived in mixed formats and approvals depended on long email chains. Buyers had limited visibility into quote status, while internal teams repeatedly clarified quantities and delivery preferences.
What we made
We built a structured quote-to-order portal with customer-specific catalogues, saved order patterns and a transparent approval route. A guided request flow captured delivery and project context up front, and the operations team gained a review queue that linked conversations to the right order.
Project outcomes
These figures describe the project team's observed outcomes during its initial rollout and review period. They are specific to this engagement, not a general performance promise.
The shared thread
Start with the workflow. Keep the people in view.
We treat measures as part of the product conversation: agree what matters, establish the starting point and check what changes when a new way of working reaches the team.
Understand the current state
Observe the work and name the constraints before drawing a better screen.
Make change testable
Use prototypes and small releases to learn while the cost of change is still low.
Leave a system people own
Build in maintainability, clear measures and a thoughtful handover from day one.