Digital Communication Platform

Design of an integrated communication platform that streamlined information flow between customers, front desk staff, and technicians

Project Overview

A leading tire manufacturer and service provider struggled with communication breakdowns across their retail locations, from customer intake through service completion. I led the design of an integrated communication platform that streamlined information flow between customers, front desk staff, and technicians while improving transparency and reducing manual errors throughout the service process.

Timeline: 12 weeks | Role: Design Lead

Key Responsibilities

Strategic Problem Definition: Facilitated executive workshops to identify core business problems and success metrics
Field Research: Conducted user interviews with customers, staff, and technicians across 4 US states
Experience Design: Mapped current and future state experiences with stakeholder input
Solution Prioritization: Used research insights to shift focus from upselling to operational efficiency
Integration Strategy: Designed solutions working within existing system constraints and budgets

Problem

Retail locations suffered from fragmented communication that created operational inefficiencies and poor customer experiences:

Manual Data Entry: Staff repeatedly typed customer information, VIN numbers, and service details across multiple systems
Information Loss: Handwritten technician notes (often with pencils) resulted in illegible, incomplete documentation
Communication Gaps: No direct customer-technician communication, forcing all interactions through front desk staff
Lack of Transparency: Customers couldn't access proof of identified issues without visiting the shop
No Single Source: Absence of unified customer and vehicle history across service visits

Research revealed that the "lack of single source of truth" was the most critical operational barrier, leading to inaccurate information transfer and slow service delivery.

Impact and Solution

Solution: Designed an integrated platform that digitized communication workflows while maintaining compatibility with existing systems and operational constraints.

Core Features

Smart Data Capture: OCR technology for scanning VIN numbers and mileage during intake
Voice-to-Text Integration: Text-to-speech inputs allowing technicians to dictate inspection notes
Visual Documentation: Video recording capabilities for transparent customer communication
Automated Billing Integration: System matching inspection findings to billing codes and work orders
Customer & Vehicle Profiles: Comprehensive history tracking for personalized service and maintenance recommendations
Real-Time Status Updates: Visibility into service progress for both customers and staff

Expected Outcomes

Faster Check-In: Expedited intake process through automated data capture
Enhanced Education: Improved customer understanding of recommended services and maintenance
Operational Visibility: Real-time productivity tracking and capacity forecasting
Performance Metrics: Technician service time tracking and efficiency insights
Service Transparency: Live status updates once diagnosis begins

Key Learnings

Research Reshapes Priorities: Initial focus on upsell optimization shifted to information accuracy and process efficiency after field research revealed the true operational impact of communication breakdowns.

Physical Environment Constraints: Designing for technicians wearing gloves required rethinking interaction paradigms and exploring voice-based inputs as alternatives to traditional touchscreen interfaces.

Multi-Stakeholder Complexity: Success required balancing needs of customers seeking transparency, front desk staff managing intake, technicians documenting findings, and managers tracking performance—each with different information needs and interaction contexts.

Integration Over Replacement: Working within budget constraints to enhance rather than replace existing systems required creative approaches to data flow and user experience while maintaining operational continuity.

Empathy-Driven Workshops: Including store managers in future-state experience mapping provided immediate voice-of-customer validation and ensured solutions addressed real operational challenges rather than theoretical improvements.