Garantías 360
(National Warranty Management Platform)
UX / UI Case Study
Role: Lead Product Designer & CX Transformation Consultant.
Ecosystem: Omnichannel B2C Mobile App & Web Portal (Consumers) + B2B Web Back-Office System (Service Centers & Field Technicians).
Agency: actidigital
Scope & Craft: End-to-end Product Design, service blueprinting, and high-fidelity interactive prototyping evolved from structural wireframes into a production-ready UI System.
“All product concepts, brand assets, and proprietary frameworks are for portfolio display and illustrative purposes only.”
Core Value Delivered:
Digitized a legacy, paper-based warranty model into a transparent, rule-based system linking Battery Code + Purchase Ticket + Vehicle VIN + Diagnostic Evidence.
Service Blueprint — Clarios / LTH
To-Be Operational & Experience Model for Garantías 360
1. Purchase & Activation
⏱ 5-10 mins
Evidence
Battery QR Label, Purchase Receipt, Virtual Policy (App/Wallet)
Customer Journey
Buys battery & scans QR code; registers purchase receipt & VIN via Mobile App.
Frontstage Actions
Automated Registration: Validates purchase ticket & generates Virtual Policy.
Backstage Actions
Policy Management System: Binds Battery Code + VIN + Receipt + Account.
Support Processes
Database & Security System (Data Parity across channels).
2. Issue & Symptom Intake
⏱ 3-5 mins
Evidence
Claim Folio (#FOL-123), WhatsApp Confirmation, Timeline Status
Customer Journey
Battery fails; selects symptoms ("Car won't start") & submits warranty request.
Frontstage Actions
WhatsApp / App Assistant: Generates unique folio & displays live status.
Backstage Actions
Omnichannel Gateway: Validates initial warranty eligibility & checks rules engine.
Support Processes
Call Center & WhatsApp API (Fallback Support & Alerts).
3. Routing & Check-in
⏱ 15-30 mins
Evidence
Service Center Map, Scheduled Appointment, Check-in Alert
Customer Journey
Selects nearest Service Center (or Home Service) & receives confirmation.
Frontstage Actions
Store / Field Technician: Receives appointment alert & prepares intake queue.
Backstage Actions
Smart Routing Engine: Maps customer location to nearest CS or HDS availability.
Support Processes
Service Center Capacity & Geolocation Mapping Engine.
4. Diagnostic & Resolution
⏱ 20-45 mins
Evidence
Autel Scanner Ticket, Visual Inspection Form, System Dictamen
Customer Journey
Arrives at Service Center; submits folio & oversees scanner diagnostic test.
Frontstage Actions
Shop Technician: Executes 4-step visual check & uploads Autel scanner ticket.
Backstage Actions
Rule & Diagnostic Engine: Calculates SOC %, Voltage & CCA against factory specs.
Support Processes
Quality Laboratory Sync & Central Warranty Rules Engine.
5. Closure & Replacement
⏱ 5-10 mins
Evidence
Pro-rata Invoice, New Battery Receipt, VoC Survey Link
Customer Journey
Reviews automated dictamen, accepts pro-rata adjustment, & rates service.
Frontstage Actions
Service Advisor: Presents system-backed dictamen & hands over new battery.
Backstage Actions
Inventory & Prorrata System: Calculates coverage %, updates stock & invoices.
Support Processes
ERP / POS Integration & VoC Analytics Dashboard.
🔋 Batería (QR)
➔
📄 Folio (#FOL-123)
➔
📱 Póliza Virtual
➔
🚗 VIN Vehículo
The Challenge & Service Friction:
The Enterprise Challenge:
Clarios (global manufacturer of LTH batteries) needed to standardize warranty management across hundreds of service centers, retail stores, and field technicians nationwide.
Key Frictions Identified:
Paper Dependency & Opaque Terms:
Illegible paper policy fine print led to customer mistrust and unexpected out-of-pocket costs at service counters.
Operator Subjectivity:
Service center technicians lacked standardized diagnostic checklists, causing inconsistent warranty approvals and high friction during customer interactions.
Data Fragmentation:
Disconnect between Call Center promises, retail store claims, and technical laboratory evaluations.
Multi-Persona Research & Service Architecture
Consumers (Front-Stage):
Mapped journeys for archetypes. Identified the need for self-service digital policies, plain-language symptom selection, and real-time status tracking.
Technicians & Sales Operators (Mid-Stage):
Analyzed pain points. Highlighted the need for single-screen guided checklists and direct hardware integration.
Operations & Governance (Back-Stage):
Designed for centralized case management, automated proportion calculations, and zero manual data re-entry.
Core Experience Architecture
Designed and validated a high-fidelity MVP structured around 4 core capabilities:
Self-Service Activation & Digital Wallet:
- Progressive disclosure flow allowing instant policy activation via camera receipt upload and VIN binding.
- Centralized My Batteries Hub with native Apple/Google Wallet integration.
Plain-Language Symptom Intake:
- Replaced mechanical jargon with user-centric symptom selection (“Car won’t start”, “Dim lights”) to bridge the communication gap between consumers and technicians.
Technician Back-Office & Stepper Workflow:
- A 4-step guided evaluation process (
Assign ➔ Visual Check ➔ Technical Diagnostic ➔ Confirmation) that eliminates operator subjectivity.
Automated Dictamen & Rule Engine:
- Hardware integration interface capturing Autel scanner metrics (
CCA,Voltage,SOC %) and automatically generating transparent, system-backed warranty calculations.
Prototyping, Validation & Risk Governance
From Structural Wireframes to Production-Ready UI:
Evolved early low-fidelity layouts into a complete Design System adhering to WCAG 2.1 accessibility standards, purposeful color coding (Purple CTA, Green Active, Yellow Alert), and responsive UI components.
Risk Mitigation by Design:
Identified 10 critical operational risks (e.g., miscaptured folios, missing local service centers) and embedded digital safeguards like dual validation, camera barcode scanning, and fallback Call Center flows.
Evidence-Driven Validation:
Tested interactive prototypes in live simulations with Clarios stakeholders and shop technicians to measure task completion, click paths, and qualitative VoC feedback.
Product Impact & Key Takeaways
Operational Transformation:
Eliminated paper warranty dependency while creating 1:1 data parity between field mobile submissions and desktop processing.
Trust & Transparency:
Replaced verbal arguments at service counters with automated, plain-language resolution summaries.
Design Systems Scale:
Built a scalable component architecture ready to support future omnichannel touchpoints (WhatsApp Assistant AI, QR physical labels).
Connecting consumer accessibility with technician efficiency. Converting complex operational rules into a seamless, multi-platform warranty experience for Clarios.
Project Disclaimer & Intellectual Property Notice
This case study represents work performed during my employment at actdigital. All product concepts, brand assets, and proprietary frameworks are for portfolio display and illustrative purposes only. All rights, trademarks, and intellectual property remain reserved by Clarios, LTH, and actdigital.
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