Real-Time Repair Experience

Automotive repairs can be opaque: once a vehicle is dropped off, customers often face anxiety and uncertainty, while support teams are overwhelmed with status inquiries.

As Design Lead, I defined the end-to-end experience strategy, aligning product, engineering, and operations to deliver real-time repair updates within a complex, legacy system. I led discovery, framed the opportunity, and guided the team through a condensed design sprint to prototype a solution that balanced customer reassurance with operational feasibility.

The challenge was not only designing an update interface but determining what information actually matters, when it should be delivered, and how to scale it without burdening service teams. Pilot feedback confirmed that clear, proactive messaging improved customer confidence and reduced perceived wait times.

My impacts

I joined the project mid-research after the previous lead left without overlap. So I personally handled the remaining research to get up to speed on stakeholders & users.

The project had been stuck in research for nearly 6 months with little progress. I identified what knowledge was missing and what leadership needed to make then decision to continue or abandon.

I used a man behind the curtain test to verify desirability and impact to prove desirability & fesibility to un-stick the stalled project.