03 / Logistics
Shipment tracking, rebuilt around what customers need to know
A user-first overhaul of myKN Track: a tabbed details page, milestones per transport mode, and alerts, shipped in three stages.
Context
Logistics / freight forwarding
Kuehne+Nagel, one of the world's leading logistics providers, with close to 88,000 employees and 400,000 customers
Features and rollout dates as published by Kuehne+Nagel for the new myKN Track.
Role
Me — Tracking UX: details page structure, milestone and status model, document and alert patterns
Team — myKN product managers, engineers and operations experts
The constraint
myKN is where Kuehne+Nagel's customers quote, book and track shipments across sea, air and road, to more than 100 countries. Its tracking pages had grown into one long scroll of duplicated and overlapping content, statuses meant different things for different modes of transport, and shipments with many documents buried the one file a customer needed. People open tracking to answer simple questions: where is it, is it late, and do I need to act.
What we tried
01
Tried — Refresh the existing tracking page visually and keep its single long layout.
Learned — Styling wasn't the problem. Duplicated and overlapping sections left customers unsure which date or status was current, and some of what they saw was misleading.
Did — Rebuilt the details page around tabs for routing, shipment information, documents and history, under a header with mini-routing and the current status.
02
Tried — Keep one shared list of statuses and milestones for every mode of transport.
Learned — Sea, air and road shipments move through different steps. One list forced statuses that didn't apply, so customers stopped trusting the ones that did.
Did — Separated milestones and status mapping by mode of transport, with two levels of detail: high-level stages to scan, and granular milestones for anyone who needs them.
03
Tried — Launch the whole redesign in a single release.
Learned — Customers check tracking every day. Changing the layout, the milestone model and alerts all at once would have made them relearn everything in one go.
Did — Released in three stages: layout and tab navigation in September 2024, the new milestone concept in December, and events and alerts in Q1 2025.
Outcome
3 releases
The new myKN Track rolled out in three stages between September 2024 and Q1 2025, on the platform Kuehne+Nagel offers free to all its customers. Planned versus achieved dates, grouped documents and configurable alerts now answer the everyday questions on one page.
