UX Case Study
Overview – Automated Mail-in-Repairs
Redesigned the complete service experience end to end. Identified duplicate customer inquiries. Personalized packaging guidance for confusing packaging instructions. Meticulously assembled the tiny gears to create a Live repair timeline.
The project (Collaborations)
Dell’s desktop Mail-in-Repairs application took six months to complete the project. I collaborated and ideated the design with nine teammates and 12 end users. This included PM, SMEs- business analysts, UX researcher, copywriter and backend engineers.
My Role: To redesign the existing Automated Mail-in-Repairs’ extensive overhaul to resolve fundamental flaws in a product process.
The Business Problem
Design Brief
Dell’s legacy mail-in repair process required customers to navigate multiple disconnected support
infrastructures, causing limited visibility into internal hardware repair lifecycles. The foundational objective was to completely redesign the end-to-end service landscape. This meant improving request submission mechanics, optimizing shipping coordination pipelines, delivering crystal-clear repair status transparency, and dramatically raising overall consumer confidence while unlocking core enterprise operational efficiencies.
My Role: To redesign the existing Automated Mail-in-Repairs’ extensive overhaul to resolve fundamental flaws in a product process.
UX Research & User Insights
Operational Workflow
IXD Shift & Enhancements / SOLUTION
User Flow iterations
