INDUSTRY:
Automotive
CLIENT:
Ford
YEAR:
2019
EXPERIENCE:
UX/Product Design & Strategy
Ford: Online Warranty System (OWS)
Overview.
We collaborated with Ford to improve its Online Warranty System (OWS), a process that manages warranty claims across dealerships, customers, and service teams. The engagement was run as a design sprint, bringing together technical, business, and operations stakeholders to reimagine how warranty claims could be resolved with greater speed, transparency, and ownership.
Challenge & context.
Ford’s warranty system suffered from unclear accountability, redundant steps, and repeated calls from customers seeking updates. Claims often stalled due to poor communication between business units and technical teams, resulting in inconsistent experiences. The core challenge was to align stakeholders around a redesigned process that improved first-call resolution and reduced operational overhead.
Discovery & research.
We facilitated cross-functional working sessions where stakeholders mapped out the current-state warranty process. Pain points such as “black box” handoffs, unclear ownership, and reactive escalation were documented on sprint walls. The team co-created “How Might We” prompts and problem reframes, setting the stage for ideation.
Design philosophy & approach.
The design philosophy centered on clarity, transparency, and ownership. Rather than redesigning the system purely for efficiency, we focused on ensuring that both customers and internal users always knew who owned a claim, what step was next, and when it would be resolved. This human-centered approach emphasized confidence and trust over technical optimization.
Solution & key deliverables.
The sprint resulted in a storyboard and prototype for a more transparent and accountable warranty claim workflow. Key features included:
Clear case ownership across technical and business teams
Transparency for both internal stakeholders and customers
Streamlined communication between dealers and technical support
Operational plans that split into dual tracks: system enhancements (CERS) and workflow adoption (Managed Resolutions)
Results & business outcomes.
User testing validated that the new workflow improved clarity and reduced repeated calls. Business outcomes included fewer customer escalations, improved resolution speed, and higher trust in the warranty process. ROI came from reduced operational costs, stronger dealer alignment, and improved customer loyalty.
Disclaimer.
All materials are preliminary sprint outputs and mockups, with placeholder data only. No sensitive business information is shown. The design was developed in collaboration with Ford and aligned to Pegasystems delivery planning.
