Case Study
Case Study
Case Study
Streamlined Insurance Report Management Through Task-Focused ERP Design
Transformed fragmented automotive investigation workflows into a single, high-efficiency platform that accelerates defect detection and case resolution.
Client: Global Automotive Leader with Decades of Manufacturing Excellence
Client: Global Automotive Leader with Decades of Manufacturing Excellence
Our client, a top-tier automotive manufacturer with a strong presence across North America, Europe, and Asia, is renowned for its engineering precision, dealer network, and customer-first ethos.
The company operates across multiple assembly plants, producing millions of vehicles annually, with an extensive dealer service and warranty network. This scale generates a vast flow of warranty claims, field reports, customer inquiries, recalls, inspection data, and survey results. These are critical intelligence for identifying defects, preventing recalls, and maintaining customer trust.
However, this data lived in disconnected silos. Warranty claims in one database, inspection records in another, customer inquiries in yet another. Investigators and analysts were spending more time switching between systems than actually resolving cases.
Our client, a top-tier automotive manufacturer with a strong presence across North America, Europe, and Asia, is renowned for its engineering precision, dealer network, and customer-first ethos.
The company operates across multiple assembly plants, producing millions of vehicles annually, with an extensive dealer service and warranty network. This scale generates a vast flow of warranty claims, field reports, customer inquiries, recalls, inspection data, and survey results. These are critical intelligence for identifying defects, preventing recalls, and maintaining customer trust.
However, this data lived in disconnected silos. Warranty claims in one database, inspection records in another, customer inquiries in yet another. Investigators and analysts were spending more time switching between systems than actually resolving cases.
Our client, a top-tier automotive manufacturer with a strong presence across North America, Europe, and Asia, is renowned for its engineering precision, dealer network, and customer-first ethos.
The company operates across multiple assembly plants, producing millions of vehicles annually, with an extensive dealer service and warranty network. This scale generates a vast flow of warranty claims, field reports, customer inquiries, recalls, inspection data, and survey results. These are critical intelligence for identifying defects, preventing recalls, and maintaining customer trust.
However, this data lived in disconnected silos. Warranty claims in one database, inspection records in another, customer inquiries in yet another. Investigators and analysts were spending more time switching between systems than actually resolving cases.
The Operational Challenge
The Operational Challenge
Manual, repetitive filtering for vehicles, plants, and parts
Difficulty linking field reports, warranty claims, and customer complaints to the same VIN
Inconsistent categorization and reporting formats
Long investigation cycles leading to delayed resolutions
In an industry where speed and accuracy in identifying safety issues can protect both customers and brand reputation, this fragmented process was too costly both operationally and strategically.
Manual, repetitive filtering for vehicles, plants, and parts
Difficulty linking field reports, warranty claims, and customer complaints to the same VIN
Inconsistent categorization and reporting formats
Long investigation cycles leading to delayed resolutions
In an industry where speed and accuracy in identifying safety issues can protect both customers and brand reputation, this fragmented process was too costly both operationally and strategically.
Strategic Design Vision
Strategic Design Vision
The mission was clear: create a centralized investigation hub that integrates all relevant data sources, simplifies the case creation process, and enables investigators to make fast, confident, and compliant decisions.
This required a ground-up UX redesign of the investigation process, from initial data request through final report categorization where investigators could:
Pull all relevant data sources into a single request
Filter by any vehicle or plant parameter instantly
Apply intelligent keyword searches with AND/OR logic
View all related case documents in a single click
Categorize cases consistently for compliance and trend analysis
Export and report findings without losing context
This wasn’t just a UI refresh, it was an operational redesign to eliminate wasted time, ensure consistency, and empower investigators with the tools they need to act fast and with confidence.
The mission was clear: create a centralized investigation hub that integrates all relevant data sources, simplifies the case creation process, and enables investigators to make fast, confident, and compliant decisions.
This required a ground-up UX redesign of the investigation process, from initial data request through final report categorization where investigators could:
Pull all relevant data sources into a single request
Filter by any vehicle or plant parameter instantly
Apply intelligent keyword searches with AND/OR logic
View all related case documents in a single click
Categorize cases consistently for compliance and trend analysis
Export and report findings without losing context
This wasn’t just a UI refresh, it was an operational redesign to eliminate wasted time, ensure consistency, and empower investigators with the tools they need to act fast and with confidence.
We redesigned the client’s request-to-resolution journey to deliver clarity, efficiency, and seamless user experiences at enterprise scale.
We redesigned the client’s request-to-resolution journey to deliver clarity, efficiency, and seamless user experiences at enterprise scale.
01
Unified Data Request Engine
Investigators can now create a single request that pulls from multiple data sources at once:
Field Reports
Customer Complaints
Dealer Repair Orders
Recalls & Inspection Data
Warranty Claims
Survey Results
A checkbox-based interface lets users select relevant data types instantly, while a "Save Parameters" feature allows for reusing frequent queries, cutting setup time by up to 60%.
Investigators can now create a single request that pulls from multiple data sources at once:
Field Reports
Customer Complaints
Dealer Repair Orders
Recalls & Inspection Data
Warranty Claims
Survey Results
A checkbox-based interface lets users select relevant data types instantly, while a "Save Parameters" feature allows for reusing frequent queries, cutting setup time by up to 60%.
02
Advanced Keyword Intelligence
Keyword search is no longer a blunt tool. The redesigned enterprise search engine supports:
Logical operators (AND/OR) for precision filtering
Highlighting matches directly in report text
Template-based searches for recurring investigation scenarios
Investigators can now build complex, intelligent search queries without IT assistance improving speed, accuracy, and overall investigation efficiency.
Keyword search is no longer a blunt tool. The redesigned enterprise search engine supports:
Logical operators (AND/OR) for precision filtering
Highlighting matches directly in report text
Template-based searches for recurring investigation scenarios
Investigators can now build complex, intelligent search queries without IT assistance improving speed, accuracy, and overall investigation efficiency.
03
VIN-Centric Case Views
Every report warranty claim, inspection note, or customer complaint is automatically linked to the vehicle’s full history via VIN.
Users can view all related documents without switching systems, making cross-referencing faster and more reliable.
Every report warranty claim, inspection note, or customer complaint is automatically linked to the vehicle’s full history via VIN.
Users can view all related documents without switching systems, making cross-referencing faster and more reliable.
04
Streamlined Categorization
A redesigned drag-and-drop category panel standardizes case tagging for:
Crash types
Injuries
Property damage
Responsiveness levels
Predefined lists ensure every investigator uses the same terminology critical for compliance and long-term analytics.
A redesigned drag-and-drop category panel standardizes case tagging for:
Crash types
Injuries
Property damage
Responsiveness levels
Predefined lists ensure every investigator uses the same terminology critical for compliance and long-term analytics.
05
Investigator Dashboard
The new dashboard gives an at-a-glance view of:
Reports generated
Case status breakdowns (Completed, Pending, Error)
Number of closed investigations
Recent requests and progress
This turns the dashboard into both a command center and a performance tracker.
The new dashboard gives an at-a-glance view of:
Reports generated
Case status breakdowns (Completed, Pending, Error)
Number of closed investigations
Recent requests and progress
This turns the dashboard into both a command center and a performance tracker.
Impact On Operations
Impact On Operations
After rollout, the manufacturer achieved measurable improvements.
After rollout, the manufacturer achieved measurable improvements.
45%
Faster case resolutions through unified search and categorization
20%
Reduction in duplicate investigations due to centralized VIN history.
60%
Consistent compliance reporting across global teams
15%
Higher investigator satisfaction with many citing “less screen-switching and more decision-making.”
45%
Faster case resolutions through unified search and categorization
20%
Reduction in duplicate investigations due to centralized VIN history.
60%
Consistent compliance reporting across global teams
15%
Higher investigator satisfaction with many citing “less screen-switching and more decision-making.”
Enterprise-Grade Design Decisions
Enterprise-Grade Design Decisions
Our UX approach prioritized:
Scalable architecture to support new data sources without redesign
WCAG 2.1 accessibility compliance for global workforce inclusivity
Angular Material UI integration for seamless alignment with existing engineering stacks
Responsive layouts for both desktop analysts and field investigators using tablets
Our UX approach prioritized:
Scalable architecture to support new data sources without redesign
WCAG 2.1 accessibility compliance for global workforce inclusivity
Angular Material UI integration for seamless alignment with existing engineering stacks
Responsive layouts for both desktop analysts and field investigators using tablets
Deliverables
Deliverables
Stakeholder workshops & workflow mapping
Global investigator user personas
Unified information architecture
Dashboard & request builder prototypes
Categorization interface design
End-to-end UI design system for desktop and tablet
Development-ready UI kit in Angular Material
Stakeholder workshops & workflow mapping
Global investigator user personas
Unified information architecture
Dashboard & request builder prototypes
Categorization interface design
End-to-end UI design system for desktop and tablet
Development-ready UI kit in Angular Material
Final Takeaway
Final Takeaway
This project didn’t just create a better interface it redesigned how investigations happen in one of the world’s most respected automotive companies. By giving investigators, a single, powerful hub, we’ve accelerated defect detection, ensured consistent compliance, and freed skilled professionals to focus on insights, not admin.
It’s a model for how UX-driven digital transformation can directly improve operational speed, accuracy, and safety in high-stakes enterprise environments.
This project didn’t just create a better interface it redesigned how investigations happen in one of the world’s most respected automotive companies. By giving investigators, a single, powerful hub, we’ve accelerated defect detection, ensured consistent compliance, and freed skilled professionals to focus on insights, not admin.
It’s a model for how UX-driven digital transformation can directly improve operational speed, accuracy, and safety in high-stakes enterprise environments.
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