Ford Design Workshop
Ford engaged us to reimagine their outdated warranty system used by dealers and service teams. As lead facilitator, I ran a design workshop that uncovered pain points, aligned stakeholders, and rapidly prototyped new concepts. I created a storyboard of the future-state experience and led prototype testing sessions to validate solutions with real users before moving forward.
Client
Year
2020
Industry
Automotive
Role
Experience Design Lead
Challenge
The warranty platform was complex, outdated, and inefficient. Dealers struggled with claim submissions, status visibility was poor, and employees faced repetitive manual steps. This resulted in slow turnaround times, high costs, and frustration for both staff and customers. Ford needed a modernized vision that reduced inefficiencies without disrupting daily operations.
Solution
I structured a multi-day design workshop with business stakeholders, IT leaders, and dealer reps. Together we mapped the current warranty journey, identified key pain points, and prioritized opportunities. From there, I developed a storyboard illustrating the improved workflow, focusing on streamlined claims, clear communication, and proactive resolution.
We then produced rapid prototypes of the new experience and conducted testing with dealers and internal users to quickly validate assumptions and refine the designs.
Impact
Created alignment across cross-functional stakeholders on the vision for modernization.
Delivered a storyboard and validated prototypes that made the future-state workflow tangible.
Reduced risk by testing and refining solutions early with actual users.
Positioned Ford to move forward with a scalable warranty system redesign centered on dealer and employee needs.
Deliverables
Storyboard illustrating the future-state warranty process.
Rapid prototype concepts tested with dealers and internal staff.
Workshop artifacts including journey maps, prioritization grids, and solution sketches.
User feedback synthesis that informed the next iteration of the design.
