BEST BUY • 2023
OVERVIEW
This project is a slice of a larger initiative aimed at transforming the end-to-end customer device repair experience at Best Buy’s Geek Squad service.
This case study focuses on the first part of the process—intaking a customer’s unit and improving the checkout experience. I worked as part of a small XD cohort including a Senior UX designer and a UX writer.
SKILLS
UX RESEARCH
INTERACTION DESIGN
INTERFACE DESIGN
ROLE
UI DESIGNER
TIMELINE
Q2 2023 / Q3 2023
PROBLEM SPACE
The existing check-in process for Geek Squad repairs was outdated, inefficient, and prone to errors. Agents relied on paper forms, manually transcribing information into a legacy system available on a single workstation in the backroom, leading to:
Duplication of work (paper → digital entry)
Time-consuming lookups (entitlement checks, warranty eligibility, and repair pricing across multiple systems)
Limited accessibility (Only certain workstations had access to the digital check-in)
No customer-facing digital record (the official repair record was paper-based)
Complicated agent workflow, requiring them to "swivel chair" between multiple applications and even a physical binder for repair pricing.
Research & Discovery
To understand the real pain points, our team observed how agents handled customer check-ins, conducted user interviews with agents to understand their workflow, and mapped out the current journey, identifying bottlenecks and inefficiencies.
Key findings
Agents relied heavily on memory and multiple tools to determine warranty eligibility.
The paper process was a significant source of inefficiency.
Limited workstation access to Salesforce made the digital transition difficult.
Solution
Based on our findings, we designed the VENUS Digital Check-in system, which:
Replaces the paper form with a fully digital workflow.
Centralizes warranty and entitlement checks within the same interface.
Allows check-ins from any workstation, removing the single backroom computer dependency.
Integrates POS & PIN pad functionality, enabling seamless repair check-out.
Enhances user experience by removing the need to switch between multiple systems.