Asurion – 2026
Remote Tech for UBreakiFix
Helping stores manage in-home repairs from scheduling to completion with a new platform design
The Context
The business couldn’t afford to lose in-home jobs
It was critical remote jobs were included in the platform redesign, Next Gen Portal.
Remote Tech is a service that allows customers to receive device repairs at their home instead of visiting a store. These repairs happen in a technician’s van, who uses a software called Portal to complete the job from repair to payments.
500k annual repair jobs would be lost for the business.
Yes, calendars were being maintained on excel sheets.
Teams had to jump between tools to manage one repair journey, making technician availability difficult to coordinate. Manual support teams had to step in when systems or workflows broke down.
The mission was to replace the outdated processes and create a single integrated tool.
PLEASE, NO
The Challenge
Too many systems using outdated processes
Remote tech jobs were being managed across disconnected tools.
My Role as Senior Design lead
I worked closely with Operations to define the technician workflows.
Turning complexity into product direction
Translating a complex service model into clear workflows.
I had spent over six years deeply embedded in the Field app, understanding how repair jobs and the user needs. A key piece was also understanding reporting, and how the design would tie into the data.
I led product, engineering, and operations partners to understand how job and technician management needed to work together, and drove early alignment around inventory and the technician experience.
Systems Thinking
Remote Tech was not a single workflow. It touched job intake, technician availability, routing, van inventory, repair completion, payment collection, and reporting.
I went broader to understand and align on the system pain points. To set the foundation, I created a service blueprint and looked across the full ecosystem to understand the job from creation to completion.
I facilitated the service blueprint for remote job, identifying where the experience would break down.
The repair journey was bigger than Portal
Remote tech consisted of more than one system.
Key Feature Focus
There would be no job without a technician, so scheduling and capacity were prioritized. The repair could not occur if parts were not considered, so inventory became a beacon feature.
We focused on the highest-impact parts of the repair journey, with the core job flow intentionally left out of scope during this iteration.
We focused on the actions that mattered most
To run successfully, the platform needed to address scheduling and inventory
Design Approach
The goal was not to replace design judgment, but to move faster from ambiguity to alignment. It helped me visualize capacity views earlier in the process, and gave the product and engineering teams a concrete concept to understand.
I wanted to create a consistent way to reveal scheduling or inventory details at scale, and explored reusable tables and expandable rows that could resurface across the experience.
Component Development
To build the tables, I introduced table patterns that could scale with the program.
Creating simplified, reusable tables
Early exploring
Editable modal cards
I designed store information to live in easy to scale, drop down accordions.
Reusable patterns
I built experiences across systems and future Portal needs.
Using AI to make complexity visible
Turning complex information into reusable, scalable patterns
Success + Impact
My discovery work and blueprint facilitating led the team to build the right thing. My design work also created scalable components that set the foundation for the remaining remote tech redesign
It was crucial that the first three features be launched on time, so Next Gen Portal could offer Remote Tech repairs without losing the operational tools . The pilot would be launched in ten stores, with a roll out to the remaining 254 store to come.
The largest success was saving 53% in workflow time for Operations– no more clunky excel, and saving operational dollars.
Building a repair business at scale.
Designing beyond the screen
The product became stronger since we understood the systems.