Ford Technician Portal
Ford is transforming car care, delivering expert service directly to you! To fuel this innovative approach, we built an online app, allowing technicians to manage reservations and customer expectations, right from the field.
Link To Tech Portal Demo Flow - Link To Tech Portal Demo
Research
Key Design Decisions:
Technician Schedule: Prioritizing a clear, at-a-glance view of daily appointments for efficient planning and task management.
Customer Communication: Integrating an easy-to-use messaging system within the portal for technicians to communicate directly with customers, managing expectations and the ability to provide real-time updates to the customer.
Connected Navigation: Connected navigation makes seamless to guide technicians to customer addresses, minimizing delays and improving route efficiency.
Service and Vehicle History: Providing direct access to required services and complete vehicle history, enables technicians to be informed and troubleshoot effectively.
Service Advisor Visibility: Granting Service Advisors real-time visibility into technician progress and the ability to communicate about any issues, fosters critical collaboration.
Customer Transparency: Including features that inform customers about their technician's identity, expected arrival time, and general appointment info builds trust and ensures a seamless experience.
Adding Vehicle: Technicians can quickly scan or search a VIN to add a vehicle to an existing reservation, instantly retrieve key vehicle information, and add services. This significantly reduces the amount of time it takes to add a vehicle allowing technicians to not have idle time waiting on a service advisor. Streamlining customer management enhances the overall experience in the field for service advisors, techs, and customers.
Technician Profile:
Service advisors can create technician profiles including their name and photo. This profile is automatically sent to the customer when the technician starts travel, building trust and comfort by showing them exactly who to expect at their door.
Add Vehicle:
The add vehicle flow streamlines fleet customer management, allowing technicians to quickly scan or search a VIN to add a vehicle to an existing reservation. Instantly retrieve key vehicle information, add services, and gain the flexibility needed for a more efficient and enhanced customer experience.
As a product designer on this project, I helped shape the user experience from its earliest stages by contributing to the foundational research, helping to uncover critical needs and pain points. Mapping out key user flows and interaction patterns, I then translated these insights into wireframes to validate through user testing. Leveraging Ford's design system, I brought the wireframes to life in high-fidelity UI designs. I took consideration for the overall design language, and optimized the information architecture to ensure it was presented intuitively for users to navigate the portal effortlessly.
Product Design: Leslie Black