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2026-02-11 https://images.squarespace-cdn.com/content/v1/68c826a50295ad5b240d1b8a/82cb1967-9b95-4fde-bb41-fe3ba8224cb8/Sam_Dashboard_Fully+Enrolled+1.png Design - UAP: Re-imagining the NAPA B2B Customer Experience https://images.squarespace-cdn.com/content/v1/68c826a50295ad5b240d1b8a/124e17b8-6dd3-4483-84df-54cf50ab0f6d/Loyalty+%26+Volume+Rebate+%28User+Journey%29_2025-10-23_18-30-28.png Design - UAP: Re-imagining the NAPA B2B Customer Experience Collaborative Mapping: Breaking down the enrollment process to uncover user pain points and areas of opportunity. https://images.squarespace-cdn.com/content/v1/68c826a50295ad5b240d1b8a/1761590290427-46O7URON4D3TZAAA1V19/Sam_Avalanche_2.png Design - UAP: Re-imagining the NAPA B2B Customer Experience https://images.squarespace-cdn.com/content/v1/68c826a50295ad5b240d1b8a/e403162f-e788-47d9-ad47-04d6919da11c/Sam+%26+Bill_Labour+Warranty_1.png Design - UAP: Re-imagining the NAPA B2B Customer Experience https://images.squarespace-cdn.com/content/v1/68c826a50295ad5b240d1b8a/08710be8-57a1-446b-b169-5eeddf4d117f/Warranty+Flow_2025-10-23_18-45-53.png Design - UAP: Re-imagining the NAPA B2B Customer Experience This flow revealed key issues with the warranty claims process, including manual steps that caused delays, unclear claim statuses, and disconnected systems. By mapping this journey, we identified opportunities to automate approvals, enhance claim visibility, and integrate communication between garage owners and store managers. These insights directly shaped features like real-time claim tracking and streamlined submission processes in the redesigned portal. https://images.squarespace-cdn.com/content/v1/68c826a50295ad5b240d1b8a/e403162f-e788-47d9-ad47-04d6919da11c/Sam+%26+Bill_Labour+Warranty_1.png Design - UAP: Re-imagining the NAPA B2B Customer Experience https://images.squarespace-cdn.com/content/v1/68c826a50295ad5b240d1b8a/c53424fa-f6f5-46a7-b643-9a63908bf5e4/Sam+%26+Bill_Labour+Warranty_5.png Design - UAP: Re-imagining the NAPA B2B Customer Experience https://images.squarespace-cdn.com/content/v1/68c826a50295ad5b240d1b8a/4401963e-906b-4a29-a9d2-3927bc8df778/Loyalty+Flow_2025-10-23_18-40-51.png Design - UAP: Re-imagining the NAPA B2B Customer Experience This map captures the current loyalty program workflow, helping us identify pain points, disconnected processes, and opportunities to improve. It provided key insights into how the business and software systems work together (or don’t). We uncovered that disconnected systems prevented seamless points tracking, and limited self-service options for garage owners. https://images.squarespace-cdn.com/content/v1/68c826a50295ad5b240d1b8a/5fc387ed-e99d-4e67-a613-ee914c4c854e/Sam+%26+Bill_Labour+Warranty_4.png Design - UAP: Re-imagining the NAPA B2B Customer Experience https://images.squarespace-cdn.com/content/v1/68c826a50295ad5b240d1b8a/5fc387ed-e99d-4e67-a613-ee914c4c854e/Sam+%26+Bill_Labour+Warranty_4.png Design - UAP: Re-imagining the NAPA B2B Customer Experience https://images.squarespace-cdn.com/content/v1/68c826a50295ad5b240d1b8a/45c52341-11c9-40f0-af7c-f015411ba309/Affinity+Cluster+-+Stakeholder+Interviews_2025-10-23_18-49-27.png Design - UAP: Re-imagining the NAPA B2B Customer Experience This final affinity map organizes insights from stakeholder interviews into clear themes like UX issues, data challenges, user needs, and business goals. By grouping related pain points and opportunities, we identified critical areas to focus on, such as streamlining processes, improving usability, and aligning systems with user expectations. 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