Redesign Customer Product Repair Portal Experience
End-to-end product design
Expand portal capabilities and integrate with the Service and Support Portal and unify the experience. Problems: Outdated platform, Inconsistent branding, Poor OSAT, Lacks features and functionalities that users need.
Client
Alaris Depot Repair
Services
Visual Design UI & UX Design Product Designer UX Researcher UX Design Product Manager Front-End Engineer
Industries
Healthcare
Date
February 2025
The primary objective was to create an intuitive and reliable app that integrates seamlessly with smart suitcases, offering functionalities such as remote locking and unlocking, battery level monitoring, and real-time notifications if the suitcase moves beyond a certain distance from the user. The project aimed to enhance the travel experience by providing users with ultimate control and security over their luggage, reducing stress and improving convenience during journeys. Redesign and unify the portal experience by integrating with the Service and Support Portal, aligning with corporate branding, and streamlining workflows for both customers and internal associates while ensuring compliance and measurable outcomes.
Outcome: Cost Reduction (Manual Error): Reduced the time and resources needed to audit and correct manual transactions, leading to an annual cost reduction of $700K per year. Operational Efficiency: Achieved increased efficiency through a simplified, guided workflow with built-in guardrails, directly reducing internal processing costs by $45K annually. Customer Self-Service & Adoption: Increased overall portal adoption by 15% by offering modernized self-service options, resulting in a 30% reduction in customer service call volume. Cost Reduction (Process Automation): Saved the company $1.15 million annually by automating the process for configuring and managing field projects, significantly reducing required time and effort.