Porsche HV Repair Hub: Streamlining
High-Voltage Vehicle Repairs

The Product

A comprehensive web application for managing Porsche's post-sales service ecosystem. It enables Porsche Centre teams to manage customer requests, route high-voltage (HV) vehicle repairs, oversee roadside assistance (RSA), configure email notifications, and manage user permissions across multiple roles.

The Problem

There was no unified digital platform to manage after-sales service processes, resulting in inefficiencies, manual errors, and a lack of transparency across service teams.

The Goal

To design a centralized, role-based web application that enhances service efficiency, improves communication between teams, and ensures accurate tracking of all post-sale support workflows.

Understanding the User

Target users: Porsche Centre managers, service advisors, HV technicians, RSA coordinators, and support administrators.

My Role: Lead UX Designer

Responsibilities:

  • Stakeholder interviews

  • User flow mapping

  • Wireframing & prototyping

  • Design systems & accessibility

  • Usability testing

  • Summary We conducted interviews with 8 Porsche Centre staff including service managers and RSA coordinators. Initial assumptions centered around digital transformation, but the research revealed critical pain points in task ownership, status tracking, and delayed coordination due to disconnected systems.

    1. No role-based access control, leading to data silos.

    2. Manual email communication was time-consuming.

    3. Lack of real-time visibility into HV repair processes.

    4. Difficulty in managing RSA cases across regions.

  • Rina is a service manager who needs a streamlined interface to oversee customer support and technical repair workflows because her team is spread across multiple functions.

  • Rina logs in → reviews daily service status → escalates HV case → triggers RSA assignment → tracks email notifications → logs out.

  • Item description

Starting the Design

  • Initial sketches mapped key modules: User Management, Porsche Centre Management, HV Repair Hub, RSA Workflow, and Email Configuration. Primary goal was intuitive navigation and module isolation.

  • These included collapsible menus, card-based dashboards, and summary tables for better readability. Key design insight: multi-role switcher improves experience across Centre and RSA users.

  • Built using Figma, covering the main dashboard, User Management module, HV case overview, RSA workflow pages, and settings.

    • Round 1: RSA team found navigation unclear

    • Round 2: Managers requested default filters on the HV case list

Refining the Design

  • Significant improvements were made to system feedback and filter logic. User Management now includes quick role toggling and permission badges. Email Configuration offers test mail triggers and audit logs.

  • Flat dashboard with minimal affordance for interaction

  • Clear visual hierarchy, collapsible modules, breadcrumb trails, and notification center

  • Includes complete User Management, Porsche Centre dashboard, HV Repair Hub tracker, RSA module, and Email Configuration UI. [Link to prototype preview]

    1. Status tags use color + icon indicators for accessibility

    2. Every form element supports keyboard navigation

    3. Dynamic tooltips provide assistive guidance for new users

Going Forward

  • The modular, role-based interface led to a 30% increase in service task completion rates (internal testing). Staff noted reduced confusion and better visibility.

  • Designing for operational teams means reducing cognitive load, providing context, and enforcing consistency in system feedback.