Simplifying Asset Returns for Tesla Energy
Simplifying Asset Returns for Tesla Energy
Simplifying Asset Returns for Tesla Energy
Enabling Tesla’s energy partners to return faulty assets back to Tesla through a simplified, previously fragmented returns workflow.
Enabling Tesla’s energy partners to return faulty assets back to Tesla through a simplified, previously fragmented returns workflow.
Enabling Tesla’s energy partners to return faulty assets back to Tesla through a simplified, previously fragmented returns workflow.
Some details have been altered for confidentiality purposes.
Some details have been altered for confidentiality purposes.
Some details have been altered for confidentiality purposes.
MY ROLE
MY ROLE
MY ROLE
As a UX designer on this project, I took full ownership conducting discovery, mapping workflows, designing the solution, and shipping it.
As a UX designer on this project, I took full ownership conducting discovery, mapping workflows, designing the solution, and shipping it.
As a UX designer on this project, I took full ownership conducting discovery, mapping workflows, designing the solution, and shipping it.
THE TEAM
THE TEAM
THE TEAM
UX Designer (me),
Product Manager
UX Designer (me),
Product Manager
UX Designer (me), Product Manager
SKILLS
SKILLS
SKILLS
UX Design
Prototyping
UX Design
Prototyping
UX Design, Prototyping
TIMELINE
TIMELINE
TIMELINE
June 2025 - July 2025
4 Weeks
June 2025 - July 2025
4 Weeks
June 2025 - July 2025, 4 Weeks
Project Overview
Project Overview
Tesla works with energy partners who help resolve customer issues with products like the Powerwall. Until now, those partners had no clear way to return faulty units, the process being all manual. For this project, I designed the experience within the existing ‘Energy Portal’, allowing them to easily initiate returns and making the workflow more efficient for both sides.
Tesla works with energy partners who help resolve customer issues with products like the Powerwall. Until now, those partners had no clear way to return faulty units, the process being all manual. For this project, I designed the experience within the existing ‘Energy Portal’, allowing them to easily initiate returns and making the workflow more efficient for both sides.
Tesla works with energy partners who help resolve customer issues with products like the Powerwall. Until now, those partners had no clear way to return faulty units, the process being all manual. For this project, I designed the experience within the existing ‘Energy Portal’, allowing them to easily initiate returns and making the workflow more efficient for both sides.
POWERWALL
CUSTOMER
POWERWALL
CUSTOMER
TESLA’S ENERGY PARTNER
TESLA’S ENERGY PARTNER
TESLA ENERGY ASSOCIATE
TESLA
ENERGY
ASSOCIATE
Faulty Powerwall that needs to go back to Tesla for repairs
New replacement Powerwall for a customer
New replacement Powerwall for a customer
Faulty Powerwall that needs to go back to Tesla for repairs
Faulty units that are stored in the partner’s warehouse for too long, make them useless for repair after a certain time has passed.
Faulty units that are stored in the partner’s warehouse for too long, make them useless for repair after a certain time has passed.
Fragmented Process
Fragmented Process
Currently the return process happens over emails, requiring details of each unit. This can lead to errors, back and forth due to missed details, and inefficiencies.
Currently the return process happens over emails, requiring details of each unit. This can lead to errors, back and forth due to missed details, and inefficiencies.
Currently the return process happens over emails, requiring details of each unit. This can lead to errors, back and forth due to missed details, and inefficiencies.
Joey,
Energy Partner
Joey,
Energy Partner
Hello,
Can you please confirm what to do with S1234 defective powerwall at my warehouse?
Hello,
Can you please confirm what to do with S1234 defective powerwall at my warehouse?
Monica,
Tesla Energy
Monica,
Tesla Energy
Hello,
Please see the attached return label and bill for this powerwall to be picked up on Friday.
Hello,
Please see the attached return label and bill for this powerwall to be picked up on Friday.
Redesigned Process
Redesigned Process
The solution is now integrated into the existing Energy Service Portal that partners already use to manage customer requests. Returns are redesigned with an e-commerce–style cart experience, supported by a digital workflow that mirrors the physical warehouse workflow end to end.
The solution is now integrated into the existing Energy Service Portal that partners already use to manage customer requests. Returns are redesigned with an e-commerce–style cart experience, supported by a digital workflow that mirrors the physical warehouse workflow end to end.
The solution is now integrated into the existing Energy Service Portal that partners already use to manage customer requests. Returns are redesigned with an e-commerce–style cart experience, supported by a digital workflow that mirrors the physical warehouse workflow end to end.
View pending units and start return
Scan labels, add pickup details,
review cart
View shipment documents created by Tesla
See the new shipment added to scheduled list
Carrier picks up the shipment and delivers to Tesla
View pending units and start return
Scan labels, add pickup details, review cart
View shipment documents created by Tesla
See the new shipment added to scheduled list
Carrier picks up the shipment and delivers to Tesla
PROBLEM STATEMENT
PROBLEM STATEMENT
PROBLEM STATEMENT
Energy partners failing to return faulty units on time due to weak processes directly affected Tesla’s ability to repair them and recover value. That is why, there was a need to enable partners to initiate returns through a defined digital process.
Energy partners failing to return faulty units on time due to weak processes directly affected Tesla’s ability to repair them and recover value. That is why, there was a need to enable partners to initiate returns through a defined digital process.
Energy partners failing to return faulty units on time due to weak processes directly affected Tesla’s ability to repair them and recover value. That is why, there was a need to enable partners to initiate returns through a defined digital process.
Manage Returns
Manage Returns
Manage Returns
Create and track product returns now directly integrated within the Energy Service Portal.
Create and track product returns now directly integrated within the Energy Service Portal.
Create and track product returns now directly integrated within the Energy Service Portal.
Items Awaiting Return
Items Awaiting Return
Items Awaiting Return
Get a comprehensive view of all items awaiting return with real-time details and easily create new returns from this page.
Get a comprehensive view of all items awaiting return with real-time details and easily create new returns from this page.
Get a comprehensive view of all items awaiting return with real-time details and easily create new returns from this page.
The process of creating a return came with some constraints and considerations
The process of creating a return came with some constraints and considerations
The process of creating a return came with some constraints and considerations
🏭
Multiple warehouse locations
Multiple warehouse locations
Multiple warehouse locations
Faulty units are spread across different partner warehouses, with limited visibility for Tesla.
Faulty units are spread across different partner warehouses, with limited visibility for Tesla.
Faulty units are spread across different partner warehouses, with limited visibility for Tesla.
💻
On-the-ground usability
On-the-ground usability
On-the-ground usability
Partners need to scan unit IDs which is difficult while moving around a warehouse with a laptop.
Partners need to scan unit IDs which is difficult while moving around a warehouse with a laptop.
Partners need to scan unit IDs which is difficult while moving around a warehouse with a laptop.
📦
Multiple return destinations
Multiple return destinations
Multiple return destinations
Shipments may need to be routed to different Tesla repair facilities, adding further complexity.
Shipments may need to be routed to different Tesla repair facilities, adding further complexity.
Shipments may need to be routed to different Tesla repair facilities, adding further complexity.
Create New Return
Create New Return
Create New Return
With the stepper flow, scan or search by serial ID to add products to the return cart, then proceed to enter pickup details and review before finalizing.
With the stepper flow, scan or search by serial ID to add products to the return cart, then proceed to enter pickup details and review before finalizing.
With the stepper flow, scan or search by serial ID to add products to the return cart, then proceed to enter pickup details and review before finalizing.
Get a Return Summary
Get a Return Summary
Get a Return Summary
View a detailed summary of the return shipment and download all relevant documents in one place.
View a detailed summary of the return shipment and download all relevant documents in one place.
View a detailed summary of the return shipment and download all relevant documents in one place.
To sum up,
TO SUM UP,
TO SUM UP,
The solution is projected to reduce financial losses and prevent delays that leave units offline so long they become permanently unusable. This project strengthened Tesla’s Energy Service Portal by closing a critical gap in asset management.
The solution is projected to reduce financial losses and prevent delays that leave units offline so long they become permanently unusable. This project strengthened Tesla’s Energy Service Portal by closing a critical gap in asset management.
The solution is projected to reduce financial losses and prevent delays that leave units offline so long they become permanently unusable. This project strengthened Tesla’s Energy Service Portal by closing a critical gap in asset management.
~70%
~70%
~70%
Reduced financial losses from unreturned units for Tesla
Reduced financial losses from unreturned units for Tesla
Reduced financial losses from unreturned units for Tesla
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