GM Certified Service Mobile Toolbox
From January to September 2018 I was the primary designer for Certified Service Mobile Toolbox, a mobile tool for General Motors dealer service personnel to report detailed Field Product Reports or to pre-authorize specific warrantable repairs. Reports are sent via e-mail and can include embedded images and video of the vehicle in question.
In 2020, I worked with GM on an effort to improve the application. The newest release allows the service user to view a history of submitted pre-repair authorizations that they have submitted, or that have been submitted to their BAC. We also created the functionality for users to upload information and media directly to their online service application from their phones, creating a more seamless experience for them as they are inspecting vehicles out on the lot and in the service bay.
Some of my responsibilities for this project include:
Evaluating the process from scratch
Wireframing clickable prototypes
Guerilla testing wireframes and prototypes
Adjusting wireframes and designing the user interface based on testing results
Creating a testing plan and leading user testing efforts at dealerships
Running user tests on a clickable prototype with service department personnel
Iterating designs based on testing results
Running user tests with the app with service department personnel
Interacting with business stakeholders to form a solid UX-business relationship
Maintaining relationships with the development team to ensure mockup vs. development fidelity
View in the Google Play store and Apple App store.
