Led the UX process from discovery to handoff of a tool that resulted in
📉 60% faster chargeback resolution time for EV damaged parts
🚫 Fewer damaged parts: 47% of suppliers improved quality after one chargeback
🔍 Brought structure to the chaos — centralized damage handling into a single, trackable flow
Context
At Rivian, engineers were struggling to manage chargebacks from damaged electric vehicle parts arriving from suppliers on a mess of spreadsheets, emails, and threads
This was slowing down production by delaying part replacements and creating friction with suppliers.
Opportunity
Help engineers manage damaged parts, communication with suppliers, and track chargebacks to avoid repeated issues.
Approach
I led research, wireframing, prototyping, testing, and developer handoff while collaborating with PM and devs.
Mapped the end-to-end damaged part workflow with product and engineering
Identified pain points through stakeholder interviews
Sketched low-fidelity wireframes and validated with engineers
Ran quick feedback loops to refine usability and interaction
Delivered a clean, integrated module on Rivian’s internal platform
User interface and prototype
Outcome
After 90 days of release, 8 internal engineers and 19 suppliers used the tool with around 340 chargebacks processed. In this meantime, we saw the following improvements
📉 60% faster chargeback resolution time for EV damaged parts
🚫 Fewer damaged parts: After one chargeback, 47% of suppliers had no recurring chargebacks in 120 days
🔍 All chargebacks centralized into a single, trackable flow