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Ford engaged us to reimagine their outdated warranty system used by dealers and service teams.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The warranty platform was complex, outdated, and inefficient.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.
Process & Solution
My approach focused on efficiency and validation through prototyping to modernize Ford’s warranty experience. Working closely with product and engineering partners, I led a multi-day design workshop with business stakeholders, IT leaders, and dealer representatives to map the current journey, uncover key friction points, and prioritize improvement opportunities.
Using whiteboarding, storyboarding, and usability testing, we designed and refined streamlined workflows that simplified claims handling, improved communication, and reduced cognitive load for both dealership and internal users. Rapid prototyping allowed us to validate concepts quickly and ensure the proposed experience aligned with real-world dealer needs before moving into production.
Impact
Redesigned warranty workflows, reducing claim resolution complexity.
Improved dealer usability, cutting time-to-resolution.
Delivered prototypes that influenced Ford’s service systems strategy.
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.
