Reinventing air freight booking for a digital-first world
Lufthansa Cargo, an industry leader in air freight and logistics, needed to respond to digital-first players and fast-evolving customer expectations.
Manyone partnered with them to transform the end-to-end booking experience, replacing legacy UX/UI frameworks with a modular, user-first interface shaped by state-of-the-art B2C UX principles. The result: a scalable, user-first booking experience built for today, and ready for the future.
A simplified, user-first booking experience – built for today, ready for tomorrow
Adapting to shifting expectations
Lufthansa Cargo needed to respond to new, digital-first players, shifting customer behaviors and the rise of new technologies.
As booking habits evolved, so did expectations for smart, efficient digital experiences. Reimagining the digital booking journey became essential to stay competitive in a rapidly transforming market.
Prototyping the future of booking
Through three key initiatives, we helped accelerate Lufthansa Cargo’s digital booking transformation. Together, we prototyped a simplified ‘Fast Track’ booking concept, co-created a future booking journey vision with 26 stakeholders, and co-designed the next-gen booking frontend experience.
Our approach combined forward-thinking strategy, hands-on UX/UI design, and close collaboration with client and development teams – ensuring continuous alignment across a wide network of stakeholders.
Three initiatives driving the digital booking experience transformation
Exceeding expectations from day one
The new booking experience empowers users with a clear, streamlined flow. It supports diverse roles, adapts to varying booking and assistance needs, and reduces clicks by over 50% for the most-booked shipment type. By leveraging recent searches and past booking data, customers can now complete repeat shipments in as few as six clicks.
Early feedback has been exclusively positive: 22% responded on day one, exceeding expectations and creating a moment of surprise. It’s already raising the bar for digital quality across teams, driving consistency, empowering people, and helping them stay ahead as an industry leader in air freight.
50%
fewer clicks for the most frequently booked shipment type
6
clicks to book repeat shipments
22%
of users gave exclusively positive feedback the day after launch
37+
stakeholders from 9 teams collaborated throughout the process
Manyone brings a rare blend of strategic thinking and hands-on execution. They challenged us with fresh perspectives, pushed our UX to the next level, and always approached the work holistically from the ground up. This wasn’t just a design refresh – it was a complete rethink that now guides how we shape digital experiences.
Marcel Kling
Head of Digital Sales
Lufthansa CargoWant to know more?
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