Rapport · Design + Product case study
Less decoding. More doing.
The first tablet app looked complete but asked people to interpret too much while working. I redesigned the experience around the person, the visit, and a deliberate next action.
The decisions
Three decisions, the reasoning behind each, and what changed as a result.
Decision 01 · Design
Prepare for the person
Appointment · 9:45 AM
Customer ACompact SUV · 2021Here for Oil change + front-end noise on braking
Where this lands
- 1Meet & GreetNext
- 2MPI
- 3Follow-up
- 4Delivery
Shows where the appointment will land.
Appointment · 9:45 AM
Customer ACompact SUV · 2021Here for Oil change + front-end noise on braking
Conversation starters
- What matters most today?
Ask whether the priority is the brake noise, getting out quickly, or keeping today’s spend predictable.
- Everyday driving
Learn how the car is used (commuting, errands, hills, stop-and-go) and when the noise shows up.
- Build from the last visit
Acknowledge the previously deferred pads without pressure; ask what would help them feel confident today.
Brings useful questions into the preparation step.
How it works
A quick guide to the interactive flow on this page.
Dynamic contentClick each step to see a different part of the story.
The outcome
A clearer path through the same working visit.
The redesign separates preparation, accepting a visit, and starting capture. The complete working comparison remains available to explore.