Client: Sears | 2022 - 2024
Role: Senior UX Designer (Design Research, UX Design)
Role: Senior UX Designer (Design Research, UX Design)
Design Research
& Exploration
& Exploration
The redesigned web and mobile web platform for booking home appliance repair services is built to simplify and streamline the process, providing users with two convenient modes: a traditional form-based option and an advanced conversational AI-based assistant. The AI-powered interface makes booking faster and enhances the diagnostic process, helping users identify issues more accurately.
By leveraging intelligent technology, the app ensures that the right technician, equipped with the necessary expertise, is dispatched at the optimal time. This dual approach caters to varied user preferences while improving service efficiency and customer satisfaction.
Research:
Conducted detailed secondary research to understand how users interact with home appliance repair services, their pain points in booking processes, and their preferences for communication channels.
Conducted detailed secondary research to understand how users interact with home appliance repair services, their pain points in booking processes, and their preferences for communication channels.
UX Optimization:
Simplified the repair booking process by creating an intuitive form-based interface for users who prefer traditional methods, while integrating a conversational AI that collects relevant appliance data, diagnoses issues, and matches users with the right technician based on their skills and schedules.
Simplified the repair booking process by creating an intuitive form-based interface for users who prefer traditional methods, while integrating a conversational AI that collects relevant appliance data, diagnoses issues, and matches users with the right technician based on their skills and schedules.
Explorations:
Iterated on both the form-based and AI interfaces to ensure the platform accurately captures necessary information for repairs, providing clear, actionable steps for users, while enhancing the AI's diagnostic capabilities to improve technician matching and optimize repair timelines
Iterated on both the form-based and AI interfaces to ensure the platform accurately captures necessary information for repairs, providing clear, actionable steps for users, while enhancing the AI's diagnostic capabilities to improve technician matching and optimize repair timelines
