Impact
Boosted System Adoption Across 12+ Service Stations
Improved Task Clarity and Accuracy by 50%
Cut Dispatch
Errors by 40%
Laid Foundation for Scalable National Rollout
Bridgestone Technician Dashboard Redesign
Transforming Emergency Tire Support with a Scalable Technician Dashboard System.
Client: Bridgestone Americas
www.bridgestone.com
Duration : 12 Weeks (On-site Legacy System Revamp)
Role : Senior UX Designer (me)
UI/UX Design · System Redesign · Design System
Overview
I led the UX redesign of a legacy technician dashboard used across Bridgestone service stations in North America.
The system connects stranded drivers with nearby Bridgestone technicians during emergencies like flat tires or blowouts.
The redesign focused on enhancing response efficiency, technician clarity, and operational tracking using modern UI paradigms and a newly developed design system.
Challenge
Bridgestone’s emergency response console for technicians was outdated, unintuitive, and lacked critical real-time features.
Technicians struggled with poor interface hierarchy, limited task visibility, and inconsistent design components — all contributing to delayed support and reduced task efficiency.
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Research
Stakeholder Interviews
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Conducted 60 interviews with technicians, service leads, and support dispatchers
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Identified core pain points:
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Confusing request prioritization
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Inconsistent component styling
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No modular support for technician notes or resource planning
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Field Study
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Shadowed technicians at two stations to observe live task workflows
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Mapped out the legacy journey from request receipt to resolution
Key Insights
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80% of emergency jobs were handled manually through voice or SMS
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Dashboard clutter caused misreading of job priorities
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Technicians often carried wrong inventory due to vague task details
Design
Key Enhancements
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A real-time dashboard to show incoming requests, live status, and estimated times
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Modular panels showing:
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Job details (problem, location, vehicle type)
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Required tools/inventory checklist
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Accept/Decline functionality with proximity-based auto-sorting
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Visual route planner integrated with technician location tracking
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Technician task timeline and job progress monitor
Design System Development
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Designed a complete atomic-level component system:
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Buttons, status chips, tabs, form fields, badges
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Iconography and color-coded statuses (new, assigned, in transit, completed)
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Developed typography scales optimized for both tablet and desktop use
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Included dark mode for low-light conditions in service stations
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Wireframing
To ensure a smooth UX workflow, I created low-fidelity wireframes to validate the user flow and dashboard logic with stakeholders early in the process.
These wireframes focused on:
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Role-specific screens: Separate views for dispatch managers, station leads, etc.
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Request Lifecycle Visualization: Clearly showing stages—request received, accepted, in transit, task completed.
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Task Clarity Modules: Highlighted key job details (e.g., number of tires needed)
Panel: Updating technician ETA and task checklists dynamically.
Prototyping
Once approved, I translated the wireframes into high-fidelity interactive prototypes using Figma. These were tested internally with simulated technician workflows, allowing for:
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A/B testing of dashboard layouts
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Refinement of iconography and typographic hierarchy
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Testing of live status animations and alerts
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Conclusion
This project not only modernized a legacy tool but also empowered field technicians with real-time clarity, streamlined workflows, and a responsive UI framework. The overhaul directly translated into measurable gains in technician performance and customer experience — setting a scalable foundation for Bridgestone’s digital support strategy moving forward.
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