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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 Work - Designing a portal that gave users their time back. https://images.squarespace-cdn.com/content/v1/68c826a50295ad5b240d1b8a/e403162f-e788-47d9-ad47-04d6919da11c/Sam+%26+Bill_Labour+Warranty_1.png Work - Designing a portal that gave users their time back. https://images.squarespace-cdn.com/content/v1/68c826a50295ad5b240d1b8a/08710be8-57a1-446b-b169-5eeddf4d117f/Warranty+Flow_2025-10-23_18-45-53.png Work - Designing a portal that gave users their time back. 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 Work - Designing a portal that gave users their time back. https://images.squarespace-cdn.com/content/v1/68c826a50295ad5b240d1b8a/c53424fa-f6f5-46a7-b643-9a63908bf5e4/Sam+%26+Bill_Labour+Warranty_5.png Work - Designing a portal that gave users their time back. https://images.squarespace-cdn.com/content/v1/68c826a50295ad5b240d1b8a/4401963e-906b-4a29-a9d2-3927bc8df778/Loyalty+Flow_2025-10-23_18-40-51.png Work - Designing a portal that gave users their time back. 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 Work - Designing a portal that gave users their time back. https://images.squarespace-cdn.com/content/v1/68c826a50295ad5b240d1b8a/5fc387ed-e99d-4e67-a613-ee914c4c854e/Sam+%26+Bill_Labour+Warranty_4.png Work - Designing a portal that gave users their time back. https://images.squarespace-cdn.com/content/v1/68c826a50295ad5b240d1b8a/45c52341-11c9-40f0-af7c-f015411ba309/Affinity+Cluster+-+Stakeholder+Interviews_2025-10-23_18-49-27.png Work - Designing a portal that gave users their time back. This final affinity map organizes insights from stakeholder interviews into clear themes like UX issues, data challenges, user needs, and business goals. 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