Tesla

Tesla employees needed effective tools tailored to their workflows in order to accelerate the world's transition to sustainable energy.

I designed and shipped a handful of powerful products by rolling up my sleeves and rubbing elbows with exceptional individuals across product, engineering, and design.

Discovery

User problem

Compared to the customer's experience, Advisors experienced a segmented tooling suite requiring them to jump around 5-10 tools just to resolve customer issues.

Goals & motivations

Tesla Advisors want to resolve issues with speed and precision. They aim to provide a world class customer and need a holistic view of their customers to do so.

Vision

Solution

A single view into a customer’s relationship with Tesla by integrating all internal tools under one roof.

Business goals

• Improve customer happiness
• Reduce resolution time & effort
• Centralize internal tooling stack

Modular stack

Tesla's internal tooling was transitioning towards a modular plug-and-play model such that tools could integrate with speed, ease, and efficiency.

Design

Ideation

I start lo-fi on paper or in Figma to ideate around hierarchy and content. Lo-fi helps to brainstorm many ideas quickly.

Collaboration

Collaborating crossfunctionally with many engineers
PMs, and designers helped gain a broader perspective and better understanding of the user and tech landscape. 

Iteration

Much attention was paid around customer usability, engineering, and product prioritization. Many versions and design critiques resulted in a final approved design.

Prototyping

Prototyping is an absolute must to get a feel for flow, optimize interactions, and test workflows. Sharing prototypes usually evokes more vested feedback.

Results

Successes

Faster resolution
Higher customer satisfaction as a result of better advisor tooling.

Scalable framework
Set the standard for modular tooling ecosystem. Simplified experience for thousands of advisors by setting the structure for centralized customer data. 

Expanded tool userbase
Doubled active Stream users from 400 to 800 with launch of Account Master.

fredkimdesign@gmail.com