Dunlop Warranty 2

Before this platform, warranty registration ran entirely on paper. No way to track service compliance. No way to catch fraudulent tire code registrations. The real challenge was designing for four completely different people at once. A customer who wants to register a new tire in minutes, not fill out a form at a shop counter. A shop staff member who needs to verify and process a claim fast, with a queue of customers waiting. A distributor who needs visibility across an entire territory, not a phone call away. HQ, who needs a national, real-time picture, not a monthly report. One platform had to work for all four.

I owned this project end to end as the sole Product Designer across all four user roles, from stakeholder analysis through development handoff. I worked directly with the dev team, and with PT Sumi Rubber Indonesia as the primary client stakeholder throughout.

Four Interfaces, One Shared Backend
Not one admin platform with role switching. Four distinct interfaces, connected through a shared backend, one for each of the four users. A shop staff member processing a claim at the counter doesn’t need to see HQ’s national dashboard. Splitting the experience by role meant each person only sees what their job actually requires, which kept the system fast to learn instead of overwhelming.

Photo Validation as The Fraud Checkpoint
Closing the fraud loop on tire code registration was a core business requirement, not a nice-to-have. Customers and shops both needed a way to prove a claim was legitimate without a manual review taking days. So I built in a mandatory odometer photo step, with live accept or reject feedback. It gives HQ a verifiable audit trail that manual paperwork never could, and gives customers a claim that resolves in minutes instead of waiting on a phone call.

Guided Steps Over Long Forms
Most customers register a tire once or twice in its lifetime. A long form built for that kind of infrequent use loses people halfway through. So registration and maintenance requests are broken into short, sequential steps instead, prioritizing customer completion over data collected in one screen.

Tested in two rounds before rollout. First internally with PT Sumi Rubber Indonesia’s HQ staff, to validate the registration and claims logic. Then with Dunlop Shop partners across Indonesia, the people who’d actually use the system daily at the point of sale. Both rounds ran against real warranty workflows, not a prototype, and fed directly into adjustments before going live.

The SmartCare Warranty platform is a fully integrated web app covering the entire warranty lifecycle, tire registration, service scheduling, claim submission, resolution. Built around four interconnected roles, each with the specific tools their job requires. An action taken by one role automatically triggers the correct next step for the next person in the chain.

• 500+ Warranty Registrations recorded post-launch

• 800+ Maintenance Records submitted as active warranty compliance

• Around 80 Claims processed through the platform

• 4 Connected Roles running on one national system, spanning Customer, Dunlop Shop, Distributor, and HQ

• Manual, paper-based process fully replaced with a single digital system of record

• Deployed nationwide, giving PT Sumi Rubber Indonesia real-time visibility into tire usage and service compliance for the first time