Sears TechHub

TechHub came out of an initiative inside Sears' own digital lab, working directly with developers on pitches and prototypes for Sears Home Services.


The model: when a customer buys a home appliance at Sears.
A TV, a refrigerator, anything in that category.



An optional extra fee unlocks coverage managed entirely through TechHub. Returns, discounts, warranties, repairs, and replacements are centralized through the app, backed by Sears' own technicians rather than a third party.


On the technician side, the app works much like Uber for appliance service; Technicians can accept or reject jobs, which keeps their workload controlled and manageable rather than assigned blindly.

OVERVIEW

Buy a TV at Sears, pay a little extra, and the entire service relationship runs through one app.

APPROACH

I joined a system already running.

The job was fixing what was actively causing friction.

I came into TechHub after it was already live, with a specific mandate: resolve the issues that were causing real confusion in the field.
Inventory administration, scheduling and rescheduling visits, payment collection, pickup, repair and replace flows, and appliance code scanning via RFID labels, each of these had specific breakdowns where technicians were getting confused by the UI and the underlying UX logic.
We worked through iterations of these flows, analyzing where variables could be narrowed to reduce that confusion, all within the brand's existing design system.

CONTRIBUTION

Simplifying everyday actions without overwhelming the technician or the customer paying for the service.

A lot of the work centered on workload logic, making sure technicians could accept or reject jobs easily, keep or discard packages, return boxes, and apply discounts or warranties without the process feeling heavier than the task itself.
The goal was always the same: these are actions a technician repeats dozens of times a day, in someone's home, often under time pressure. Every flow had to hold up under that reality.

Simplifying everyday actions without overwhelming the technician or the customer paying for the service.

A lot of the work centered on workload logic, making sure technicians could accept or reject jobs easily, keep or discard packages, return boxes, and apply discounts or warranties without the process feeling heavier than the task itself.
The goal was always the same: these are actions a technician repeats dozens of times a day, in someone's home, often under time pressure. Every flow had to hold up under that reality.

OUTCOME

A real add-on service, made dependable by an app most customers never think about.

The value of TechHub isn't visible to the customer in the way a redesigned screen is; It's felt in whether their warranty claim gets handled smoothly, whether the right technician shows up with the right context, and whether that small extra fee they paid at checkout actually delivers. That reliability is what the underlying flows were built to protect.