Teammates:
UX Field Operations Manager, Global Warranty Manager, Warranty SME, Business Designer, UX Designers (x5)
Role:
Project and Research Lead
Background:
For certain warranty coverages, Ford requires the dealership to receive additional approval (called Prior Approval) to cover the cost of a specific repair under Ford’s warranty plan. Ford uses Prior Approval as a way to track and control warranty spend. However, this additional approval process is extremely frustrating to dealerships who serve as the medium between Ford HQ and the vehicle customer. Dealerships complain that Prior Approval slowed them down, created a worse end-customer experience, and in some cases hurt their business.
Central Question:
How might we simplify the Prior Approval process in order to reduce vehicle downtime and enable dealers to improve the end-customer experience?
Outcomes:
A directional north-star vision co-created with the design/ research and global warranty team.
Three key initiatives to enable a better dealership and end-customer experience. Each initiative was prototyped, user tested, and iterated upon to ensure the success of the initiative.
Clearly mapped out processes of the current prior approval process and the “journey map of a warranty claim.” Both maps articulated where and how pain-points were caused.
Global warranty team was able to articulate their challenges and ask for leadership support to resolve challenges and enable a better end-customer experience.
Approach / Process:
Key Initiatives from Research:
