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.