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M:WISE

AI based B2B SaaS product that creates an autonomous value based response for automotive warranty management

My Role - Head of UX




Problem Identification


The existing M:WISE product lacked user experience, severely impacting the performance of assessors. The app contained excessive, irrelevant content and form fields, with no prior UX audits conducted. Our goal was to design a more intuitive and user-centric application that streamlined processes and improved efficiency.



Solution Development


Research


Conducted individual onsite interviews with assessors to understand their pain points and identified the need for a human-centered design approach. With key takeaways - Intuitive user experience, Team collaboration, One click ‘Pay’, Dashboard view based on role, Analytics.



Collaborative Design and Systems Thinking


Encouraged team collaboration to understand the broader system, define problems, generate creative solutions, and align ideas effectively. Ensured a holistic view of AI technology and its system-wide impact.



User Personas


Developed clear, human-centered personas to guide design decisions and improve user experience.


Branding


Creating a uniqe and modern branding that conveyed data intellegnece and innovation


Flows, Wireframs, Design System


Created unique flows for different team roles, reducing cognitive overload and keeping content relevant to user needs.



Designs


SaaS Web App


By defining user roles and creating a gamified user centric experience, assessors are presented with unique dashboards. Weighted content interactions and performance analytics enables the user realtime performance and aids in Machine Learning.




Mobile Rewards App


allows assessors to use the gamified features and analytics to interact with teammates, set personal goals, get mentoring and of course use their points earned!




Outcome



Testing and Feedback


  • The prototype showed significant improvements

  • Implemented content audits with weighted interactions, gamification to reward users, internal chats for collaboration, and analytics for mentoring.



Business Impact


  • Achieved $12m in new contracts with Rolls-Royce, Ford, and Volkswagen

  • Secured $50m in new investment from Bain Capital.

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