Role
Lead Designer
Lead Product Manager
Platform
WingspanAI Mobile
Nexus Web (Internal)
Nexus Mobile (Internal)
Teams
For an electric, autonomous tractor to provide value to our end-users, it has to work. We promise a seamless, transparent repair service at no cost to our users to help smooth over the inconvenience, and frankly, lost revenue, that an unavailable tractor causes. However, our current process felt like a "black box," stripping our users of their sense of ownership and leaving them confused, frustrated, and distrustful.
I took initiative to product manage and design a trigger-based system to automate updates, streamline service, and digitize repair records. This cut manual steps by 60%, standardized repairs, enabled real-time task tracking, and centralized communication, eliminating information gaps and simplifying handoffs.
Introducing, Service Hub.
For an early adopter to purchase innovative technology, they have to be willing to take risks, especially when it comes with high potential. However, with our users losing trust in our ability to provide high-quality, reliable products, I knew we needed to solve our miscommunication and resource constraints immediately.
The Silicon Valley Mentality has always embraced failures as the first step towards ground-breaking solutions, and I took this challenge head-on. With such a large scope, I needed to prioritize my impact. Therefore, I focused on tractor and procedure tracking across three platforms, two internal and one external, to support my Service Department and our end-users.
USER PROBLEM
Users had little to no visibility into what repairs were done and why, making tractor service feel like a "Black Box".
HYPOTHESIS
We believe that end-users want a smooth service appointment experience, with clear instructions for each part of the process, regular updates from the Monarch Support team, and a comprehensive record documenting all changes made to the tractor upon delivery.
1
BUSINESS PROBLEM
Monarch Service & Support Team is spending extensive time tracking down tractors and updating end-users, resulting in a long repair turnaround time.
HYPOTHESIS
We believe that streamlining the Service Process into a digital progression will increase the efficiency of our Service Team by centralizing and automating communication with end-users, enabling better management of all tractors in house, and providing a trackable service record across the entire Monarch Fleet.
2
I led both product management and design, driving strategy, execution, and delivery while focusing on transparent communication and automation. I prioritized peer, developer, and user reviews alongside extensive documentation for successful iteration and alignment.
In addition to balancing two roles, I also had to balance the needs of two distinct user groups, each with their own frustrations and challenges. Identifying their pain points was crucial to designing a solution that addressed the root cause rather than just the symptoms.
User Persona
Farm / Maintenance Manager
Responsible for personnel, task, and equipment management to ensure all operations are completed on time
No transparency into what repairs are done on the tractor, why, and how much they will cost
No clear date on expected delivery or repair timeline
Tractors coming in for service were migrated out of the end-user accounts, removing their sense of ownership
No regular update process during the 3-5 weeks that the tractor is at HQ for service
No way to access service history to recognize repeat maintenance issues or trends
Constant barrage of calls and texts from end-users at all hours on personal devices requesting updates on the tractor
All technicians had unique repair procedures - no centralized instructions with trustworthy estimates
Lack of live task tracking - required to manually check in on each tractor with verbal reviews with technicians
Communicating pre-pickup and delivery tasks to end-users over the phone led to many ignored rules & frustrating calls from confused end-users
Service History to supplement intake process lived in physical paper stacks in multiple buildings, making it inaccessible
User Persona
Monarch Service Team
Responsible for clearly communicating repairs to end-users, overseeing tractors at every stage of the service process, and delivering fully operation tractors ready for immediate use
Before jumping into a design solution, I mapped the service journey and quickly spotted the issue—too much customization, not enough consistency. “White Glove Service” had become a bottleneck, slowing repairs and frustrating users. I pushed for a smarter, streamlined approach, setting clear expectations so technicians and end-users could stay in sync without the endless back-and-forth.
Whiteboarding Session with Service Team to discover issues within the process
From that brainstorm, I began creating a joint user journey by using our internal management tool, called Nexus, as a central controller to guide tractors through the service process, while keeping end-users informed via WingspanAI. This trigger-based system ensured seamless updates across both platforms. To simplify workflows, I distilled the service journey into four key steps: Pick Up, Repair Progress, Delivery, and Service Summary.
Once the high-level journey was ready, I added more detail, including back-end implications, for our team to review feasibility and align on cross-platform functionalities.
Once the team aligned on this trigger-based journey, I defined the key functionalities alongside their intended behaviors and dependencies to lay the foundation for the designs.
Central Place to Manage Tractors In the Service Center
Streamline Repairs with Repeatable Procedures
Digitally Schedule Pick Up & Delivery
Trackable Progress for Tractor
Track Technician Progress within Repair Tasks
Direct Messaging with Service Team
Automated Update Alerts to end-user
Downloadable Work Order / Service Record
Feedback Post-Delivery
Now, users can finally see the full picture. From the moment their tractor is flagged for service all the way through repair and delivery. They will receive real-time updates, can chat directly with their Service Lead, and download a comprehensive work order at the end. Regular notifications keep them in the loop, and a full service history means they’ll always know what’s been done on their machine, no matter how far back it goes.
Nexus Web makes it easy for our internal team to track, diagnose, and manage repairs with minimal training. Each tractor has a digitized service history, complete with previews and downloadable work orders. Every button our team clicks triggers user-facing updates, so customers stay informed automatically without the need for manual outreach. The internal team controls the entire experience, ensuring users always know what’s happening with their tractor.
On mobile, technicians get task checklists to streamline repairs and keep everything consistent, while Service Leads can track progress in real time. Built-in messaging pulls all communication into one place, making it easier to delegate, collaborate, and hand off work cleanly between teammates. Even better, a quick preview in every chat gives Leads the full context they need to give fast, informed updates.
Signed & Delivered ✅
In the end, I successfully took on both the Product Manager and UI/UX Design role to deliver an integrated service management and monitoring experience across three platforms. We transformed the Service process into a scalable, digital journey, reducing manual steps by 60%, centralizing and automating communication, and enabling repair tracking across a service fleet. Most importantly, we ensured users felt a clear sense of ownership and transparency every step of the way.
Along the way, I gained a deeper and valuable understanding of the behind-the-scenes work of product management, including regular alignment meetings, rigorous testing, and the importance of thorough documentation and communication. This challenge pushed me in new ways and provided me with insights that will inform my future collaborations.