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Redesigning existing device repair experience


Beyond designing the three pivots, I proposed a redesign of the already customer-facing repair request experience. To start the redesign process, I gathered customer feedback from the CX team and support team and completed an audit of the full experience. After annotating each opportunity for improvement, I started reworking the flows in Figma.

The design went through 7 reviews with the PM, support team and developers where we discussed data limitations, content additions which could answer common customer questions, and design.

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