Aftersales

AFTER SALES
UX/UI REDESIGN

Luxury Sports Car OEM B2C - CONFIDENTIAL

Scope Service Platform / Area After Sales / Team +15 Agile Squad / Time +1 Years / Role Lead UX/UI Designer

Unifying Fragmented Market Realities into a Seamless Digital Luxury Ecosystem.

+40
GLOBAL MARKET ROLLOUT

Bridging the Gap:

Designed the global after sales platform for a prestigious luxury brand,

unifying 40+ disparate markets legacy systems into one seamless digital journey.

CHALLENGES

Fragmentation Trap

Context

The dealer network spanned 40+ countries, ranging from fully automated Real-time APIs to manual legacy systems and various servers.

Problem

The interface had to handle this massive technical discrepancy to ensure a consistent premium journey regardless of the market's maturity.

Trust Gap in Service

Context

Luxury clients demand absolute transparency. Traditional opaque paper invoices were eroding trust.

Problem

The service experience lacked the digital evidence needed to justify high repair costs and streamline approvals.

Ecosystem Silos

Context

Service Booking was just one isolated touchpoint within the broader "My Vehicle" app ecosystem.

Problem

Without cross-functional alignment, the user journey felt like disparate modules rather than a single, cohesive application.

SOLUTIONS

Adaptive Availability Engine
(Booking Flow)

Designed a context-aware booking interface that intelligently toggles between Real-time Confirmation and Appointment Request modes based on the specific dealer’s API capability.

For the User: A consistent, high-end interface for selecting services, dates, and mobility options (e.g., Valet, Loaner Car)
For the System: A robust fallback logic that masks backend complexity, ensuring no dead-ends in the user journey

Visual Trust Protocol
(Video Diagnosis)

Revolutionised the approval process by integrating See What We See video tech-checks.

Workflow: Technicians record video evidence → Users watch and approve remotely → Frictionless payment
Impact: Replaced opacity with full transparency, significantly accelerating approval times.

Seamless Ecosystem Orchestration

Actively led cross-functional alignment with entry-point teams (Dashboard, Profile) to unify interaction patterns.

Key Outcome: Established shared hand-off points, making the transition from Checking Status to Booking Service imperceptible and fluid.

DESIGN EXECUTION

High-Fidelity Front-End Sync

In the B2C luxury segment, aesthetic details are functional requirements.

Maintained a rigorous Zero-Deviation policy with Front-end developers, conducting pixel-level reviews to ensure typography, spacing, and micro-interactions met the brand’s exacting standards across all responsive breakpoints.

Omni-Device Continuity

Structured a fully responsive architecture that adapts to any viewport. Whether at home or on the road, the experience remains consistent, accessible, and uncompromising across all devices.

Global-Local Scalability

Collaborated with Business Analysts to map out a Global Baseline design that accommodated mandatory local extensions (e.g., specific legal disclaimers or regional payment gateways) without breaking the core visual architecture.

Visual Trust Protocol

Replacing opaque technical jargon with indisputable video evidence. By allowing owners to see what we see, we eliminated hesitation and empowered them to authorise repairs with absolute confidence.

IMPACT HIGHLIGHTS

Unified Global Experience

Successfully deployed a single, responsive design framework to 40+ markets, standardising the after sales journey for luxury owners worldwide.

Conversion & Trust Uplift

The simplified, step-by-step booking flow drove a measurable increase in online completions.

The introduction of Visual Diagnosis reduced customer hesitation, leading to faster approvals for high-value repairs.

Operational Efficiency

By digitising the intake process (e.g., pre-selection of mobility needs), we reduced the manual admin load on service advisors, allowing them to focus on physical customer care.

CONFIDENTIALITY PROTOCOL

In compliance with strict Non-Disclosure Agreements (NDA), all proprietary visual artifacts, interface details, and client identifiers have been removed or redacted. The metrics and methodologies presented herein focus exclusively on architectural strategy and verified business impact.