Massmart Repairs: Retail operations

Massmart Repairs: Retail operationsReplacing paper repair tickets for store associates.Role: UX/UI designer · Neutrinos, 2019–2022 · Designer: Vishwas J KashyapMassmart store associates managed customer repairs on paper and ad-hoc tools, which meant lost data and slow repairs. I designed a ticketing system simple enough for associates with varying tech skills.

−50% ticket processing time (client-reported)

What I did

Worked daily with the solution lead to turn vague requirements into workflows

Designed for minimal steps and high visibility of key actions

Merged Massmart's and the agency's style guides into one interface, flexible for future brands

OutcomeDigital tracking replaced paper tickets, and the UI was ready to roll out across brands. The client reported processing time down by about half.All work · Vishwas J Kashyap, Senior Product Designer