TruVideo

Problem — The Repair Order had grown into a crowded operational record while the platform kept adding channels, media, inspections, estimates, payments, and AI-assisted messaging.

Decision — Reframe the Repair Order as a stable workspace, keep evidence and assistance inside the active workflow, and turn recurring interaction decisions into shared product patterns.

Result — A foundation that continued absorbing product growth across dealership brands, languages, responsive layouts, and multi-million monthly media volume.

TruVideo was already a live dealership platform when I joined the core product team. The Repair Order mixed customer data, media, notes, status changes, and operational actions with little hierarchy, while legacy code paths limited how aggressively behavior could change.

The redesign therefore had to improve the information model incrementally: preserve daily dealership operations, create clearer product boundaries, and leave room for capabilities that did not exist when the original interface was built.

The new structure established three persistent regions:

• Order context — customer, vehicle, media, inspections, estimates, payments, and module state.
• Communication — channel history, message composition, notes, standard responses, and customer context.
• Operational actions — the next actions required to move the order forward.

From 2023 onward, AI-assisted capabilities were added to that model rather than placed in a separate destination. Suggestions, professionalization, translation, and reusable responses remain adjacent to the conversation, with the advisor retaining control over the final message.

The principle was simple: assistance should reduce work without becoming another workflow to manage.

Video is the evidence behind many customer decisions. Opening it in a separate destination would remove the conversation and the order state, so I designed progressively deeper media access: recognition in the layout, focused modal review, and Picture-in-Picture when the advisor needs to keep working.

The same approach extended beyond media. Repeated decisions around status, filters, panels, action hierarchy, empty states, responsive behavior, white-label theming, and localization became shared patterns rather than one-off solutions.

That pattern language gave Product and Engineering a more predictable foundation for later features across the suite.

The redesigned workspace became one layer in a broader service flow:

Ledger helps teams scan workload and find orders requiring attention. Repair Order concentrates communication, evidence, and decisions. End Link exposes the customer-facing state of the job. Technician tools and SDKs generate the evidence that enters the system.

The value is in the continuity between those surfaces, not in any single screen.

The redesign was delivered in slices, alongside Product Owners and Engineering: business alignment, design exploration, detailed flows and specifications, PO review, handoff, implementation, QA, release, and further iteration as the product kept moving.

Specifications covered more than the ideal screen — creation flows, empty states, media behavior, panels, modals, and responsive rules — because the parts left unspecified are the parts that get rebuilt inconsistently later.

The Repair Order moved from a crowded legacy page into a stable operational workspace that supports messaging, technician-generated evidence, customer decisions, AI-assisted functionality, white-label configurations, localization, and responsive behavior without requiring the core workflow to be rebuilt for each addition.

The platform now operates at multi-million monthly media volume. The business impact belongs to the broader TruVideo product; my contribution was the product structure that allowed those capabilities to coexist without re-fragmenting the advisor’s workflow.