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.