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

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