Becoming a trusted KOHLER Service Rep
Client
Kohler Co.
My role
The Kohler ASR Application Form is a portal where 3rd party contractors can take the first step towards working directly with customers and therefore expanding their business, whether it is remodeling, installation or building. In order to attract and certify more 3rd party contractors, Kohler Co. needed to elevate the user experience of the potential Kohler contractor filling out their application online.
Platforms
Web, Mobile
Process
The project was completed in Sketch and Miro, with final wireframes delivered in Figma. I was the only UX Designer on the project, collaborating with a team consisting of a project manager, various product managers with different titles and engineers.
The original documentation includes 11 different personas throughout the entire KOHLER Co. organization who deal with directly with customers. Those are:
• Customer Service Representatives
• Service Leaders
• Technical Representatives
• External Service Representatives
• Commercial Claims Processors
• Internal Service Representatives
• Data Analysts
• Consumers
• Training Specialists
• Professionals
• Team Leads
First iteration - a quick Miro spread to showcase initial data collection to my project managers and communicate intent to engineers.
Final hand-off
The re-design of the desktop and mobile ASR (Authorized Service Representative) Application form increased the success rate in identifying, recruiting and onboarding 3rd party contractors, authorized to provide services on-site with all major Kohler products. It also increased service provider retention and customer conversion.
Outcomes and Business Impact