Rivian Automotive
Project Details
Senior Product Designer
Palo Alto, CA
Nov 2021 - Feb 2022
Rivian is an electric vehicle manufacturer based in Palo Alto, CA. They primarily manufacture electric adventure vehicles, including their primary 2 products, the R1T and R1S. I am currently a Senior Product Designer for Rivian working on the Enterprise and Fleet Design Team. My work primarily includes solving problems for the Vehicles Services organization. This org includes our internal teams that handle any service issues that may arise after a customer takes delivery of a vehicle. Specifically, I am working on Vehicle Intake, or how customer issues are reported, diagnosed, routed to the correct team, and then scheduled.
At Rivian, I have had a direct role in:
Designing a brand new way to view our service item backlog called Service Outline. This was a long term initiative in which I provided all design support and oversaw development. I provided ongoing design support after the launch as well.
Created a complete overhaul of the way tickets are generated by our customer support agents called Service Intake NG. I provided all design support for this project and oversaw its development until launch.
Organized and executed a participatory design workshop with our main users, bringing together stakeholders from across the company to help shape the future of Vehicle Services.
Completed various quality of life improvements to the suite of Vehicle Services applications, supporting a large and complex network of shifting user needs.