Making complex logistics feel simple

Air New Zealand Cargo moves everything from racehorses to restaurant supplies across the Pacific. They came to us because their booking system was as complicated as the cargo they shipped.

01 The Challenge

Freight booking isn't like buying a plane ticket. Every shipment has different requirements – temperature control, handling instructions, customs documentation, timing constraints. The existing system dumped all this complexity onto customers, creating frustration and abandoned bookings.

Cargo coordinators were spending more time explaining the system than actually moving freight. Something had to change.

02 How We Approached It

We embedded ourselves with cargo teams to understand how freight actually moves through the system. Not just the happy path, but all the edge cases, exceptions, and "it depends" scenarios that make cargo logistics complicated.

The goal was to hide complexity from users whilst ensuring all the necessary information still got captured accurately.

03 What Made It Special

Most freight systems assume users understand logistics terminology and processes. We built something that guides customers through complex shipping decisions without overwhelming them with jargon.

The platform asks smart questions to capture requirements without forcing users to become logistics experts first.

04 The Reality

We delivered a booking platform that makes complex cargo shipping feel straightforward for customers whilst maintaining the detailed information requirements that cargo operations depend on.

The new system guides customers through freight booking decisions with clear explanations of what each choice means for their shipment.

Simplified booking process that guides customers through complex shipping requirements Improved customer experience with clearer explanations and logical flow Maintained operational accuracy ensuring all necessary freight information is captured