Repairs Register Platform
United Repair Centre
United Repair Centre (URC) offers high-quality clothing repair services to major fashion brands. They strive to extend the life of clothing while creating positive environmental and social impact. In a month’s time, I created a customizable ‘white-label' repair platform that allows brands to offer their customers a seamless repair process. I then mapped out communication touch-points and created email templates for each process step to ensure effective sustainable communication with customers.
Year
2023
Contribution
User Research Competitive Research Customer Register Journey User flow Email communication templates High-Fidelity Prototyping
Role
User Researcher Product Designer
Goals
The URC is a vibrant and dynamic company that values personality, sustainability, and social impact. They are committed to building a community by creating employment opportunities for refugees and other individuals with distance to the labor market. To expand its repairs movement and showcase its vision, URC tasked me with designing a B2B/C repairs platform that allows brands’ customers to register repairs. It was crucial to infuse the fun and community-oriented personality of URC into the platform's designs. In addition to reflecting URC's personality, the communication needed to highlight the sustainability efforts of the company and the brands alike.
Understanding the Repair Process
To create a successful repairs platform for URC, I first conducted workshops with stakeholders to understand the process of repairing an item, and how it should be communicated to customers. Additionally, competitive research was conducted to understand the market and identify design patterns, which provided inspiration for the project. This information was then used to create a user flow and sitemap to outline the features that fit within the project timeline and budget.
Sustainable Communication Strategy
It was crucial to inform the customer about the positive impact of choosing to repair and promote the message of sustainability throughout the customer journey. Through this project, the goal is to create a platform that not only provides a seamless repair process but also educates and empowers customers to make more sustainable choices.
Designing the Register Platform
Using the sitemap and user flow as a guide, I developed high-fidelity designs that met the needs of the business and customers. These designs were flexible enough to accommodate various brands, while still providing clear and concise information to the customer. I incorporated stakeholder feedback into the design process to ensure the end result met everyone's expectations.
Email Templates
I mapped out all communication points, creating email templates for each step to inform customers about the brand's sustainability policies and the impact of their choices.
Results
I leveraged my expertise in fashion and sustainability, along with my skills in UX/UI design, to develop a customizable platform that promotes sustainability and positive social impact for major fashion brands. The designs were presented to stakeholders and are adaptable to each brand's color scheme. The URC plans to develop and launch the platform by the end of 2023.