Device Diagnostics

01 — The challenge

Too many non-faulty returns

Carriers lose enormous value to devices returned as "defective" that are, in fact, fully functional. Traditional diagnostics relied on slow, manual, inconsistent checks — agents and customers had no fast, trustworthy way to confirm whether a device actually had a problem.

⚠

Traditional methods

Manual, screen-by-screen checks that were slow, error-prone, and impossible to standardize across thousands of retail and care locations.

✓

The approach

An automated, guided diagnostic — clear pass/fail results a customer, retail associate, or care agent can all trust.

02 — Design sprint

A two-day design sprint

We kicked off with a focused two-day design sprint alongside the Sprint UX team. Our PM and UX team worked shoulder-to-shoulder with Sprint's PM and UX team throughout — and because Sprint was our very first client for the device diagnostic app, getting that shared vision right mattered enormously.

Together we shaped the user flow, core features, and end-to-end user journey, aligning both teams around a single, cohesive vision for the product before moving into detailed design.

Two-day design sprint with the Sprint UX team — **Design sprint**Aligning on goals and rapidly exploring directions with the Sprint UX team.

03 — User flow & journey

Mapping the diagnostic journey

We mapped the end-to-end journey across the customer, retail associate, and care agent — identifying the moments where a clear, automated result would build trust and cut return friction.

**User flow**The core diagnostic path from launch to result.

**User journey**Touchpoints across customer, retail, and care.

04 — The solution

One guided, automated diagnostic

A single guided experience runs a full battery of hardware and software tests and returns clear, trustworthy results — usable on-device by customers and mirrored in a care-agent tool for support staff.

The solution overview — **The solution**Automated, guided diagnostics with clear pass/fail reporting.

Automated tests across screen, battery, sensors, connectivity, and more.
Clear results — unambiguous pass/fail that any user can trust.
Guided flow that walks users step-by-step through each check.
Consistent across on-device and care-agent contexts.

05 — Wireframes & flow charts

Structuring the experience

I translated the flows into detailed wireframes and flow charts — defining screen states, logic, and transitions across the diagnostic sequence.

Flow charts and wireframes — **Flow charts & wireframes**Screen states, logic, and transitions for the full diagnostic sequence.

06 — Visual design

A precise, engineered visual language

I built the visual system from the ground up — typography, color, and a bespoke icon set — for a clean, technical feel that reads clearly on-device and in the agent tool.

Typography

Colors

Color palette — **Color system**A restrained, high-contrast palette tuned for clear status states.

Iconography

07 — Final GUI · on-device app

The on-device experience

The customer-facing app guides users through each test with clear motion and status feedback, ending in a trustworthy summary of results.

Key screens

08 — Final GUI · care-agent tool

The care-agent tool

A companion desktop tool gives care agents the same diagnostic truth — a mirrored, data-rich view for triaging devices and guiding customers with confidence.

Care-agent tool — a mirrored, data-rich diagnostic view for support staff.

09 — Style guides

Documented for scale

I documented the full system in detailed style guides so the design could be built and extended consistently across platforms and teams.

A guided, automated diagnostic gave customers, retail, and care one trustworthy answer — turning "defective" returns back into working devices.