Electrolux Group is a leading global appliance company dedicated to shaping living for the better, for its consumers and the planet. As a UX Designer in the Service Operations and Online Services division, I work with the end-to-end experience for Consumers, service technicians and service planners, designing solutions that help deliver a seamless and high-quality customer experience throughout the appliance repair journey.
01 Electrolux Support Website
The repair journey begins when a customer contacts the company, either through the customer service center or via the website. The Electrolux Support page helps customers to manage their service needs through a range of self-service options, including online repair booking, product registration, and warranty management.
The online booking flow allows customers to schedule a technician visit or troubleshoot issues on their own, when possible, saving both time and cost. However, this process varied widely across regions (the USA, Canada, and several European countries), resulting in inconsistent experiences.
My tasks were to redesign some pages and flows in the global template that could be adapted locally while keeping the core experience consistent. In addition to the redesign, I developed a long-term vision and strategy for the support flow, exploring how AI could reduce task time and enhance the troubleshooting experience.
Problem: The online repair booking service faced several usability and business challenges. Many customers had difficulty identifying the correct appliance details or determining whether their product was still covered by warranty.
As a result, a significant number of unnecessary repair bookings were submitted, increasing costs for both the company and its customers. In many cases, these issues could have been resolved through simple online troubleshooting or by providing clearer, more accessible information before a service request was made.
To address these challenges, a dedicated warranty page was introduced to help customers understand their coverage, available service options, and the next steps before booking a repair.
This page is a work in progress....
02 Electrolux Field Service app (EFS)
03 Electrolux Planners Portal (ISP Portal)