uBreakiFix Retail

From late 2022-2024, my team partnered with our uBreakiFix retail store business unit to rebuild their point-of-sale, front-of-house, and back-of-house operations tooling from the ground up.

Following Asurion's 2019 acquisition of uBreakiFix, it was clear the legacy tool, Portal, simply couldn’t handle the scale of our operations. Latency was an issue, workflows were unintuitive and clunky, and the tool didn’t align to our UX and brand standards.

We embarked on a multi-year replatforming and redesign, with goals of growing store volume, simplifying workflows, and increasing profitability. We partnered with technicians and franchisees at every step to validate needs and pain points and arrive at an intuitive front-end experience. We invested in a better backend to improve reliability and speed of new feature development. Lastly, we invested in more self-service, customer-facing surfaces to improve the in-store experience.