Volvo/Mack, a leading manufacturer of heavy-duty vehicles, operates a U.S.-based customer call center and offers an online portal for vehicle dealerships. The portal allows users to track repair orders, order parts, access technical resources, and request support from call center agents.
The business wanted to streamline their customer call center operations and provide a better portal experience for the many Volvo/Mack dealerships to get customer support.
These findings from user interviews and on-site observations shaped the development of user personas, which became central to guiding our design decisions.
I conducted field visits to a local repair shop, where I observed and engaged with technicians as they used the Dealer Portal to support their customers.  Key insights revealed a reliance on disconnected applications, fragmented communication with their clients, and challenges with duplicate or outdated contact records.  From these insights, I developed personas to represent the diverse user types we were designing for, helping the product team build empathy and gain a deeper appreciation for each user’s unique needs.
The redesigned portal introduced an improved search function, enabling faster and more accurate access to technical resources at the point of need. The user flow and homepage were streamlined to enhance the overall experience, providing quicker and more intuitive navigation. Usability testing and positive feedback validated that the changes effectively addressed key pain points.
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