Chargeback management for EV company

At Rivian, engineers were struggling to manage damaged electric vehicle parts arriving from suppliers. The existing process relied on a mess of spreadsheets, emails, and disconnected chats, making it hard to keep things organized and slowing down production by delaying part replacements and creating friction with suppliers.

My goal was to design a streamlined internal tool that would help engineers track damaged parts, manage communication and disputes with suppliers, and prevent recurring issues by implementing corrective actions.

I partnered with the product manager and developers to map the end-to-end workflow.

After identifying key pain points,

I created low-fidelity wireframes,

ran feedback sessions with users,

and iterated on the design based on real input.

I then delivered a user-friendly, tested, and fully functional module integrated into Rivian’s internal platform.

The new module significantly reduced process complexity and improved supplier accountability. Engineers could now manage damaged parts and corrective actions 60% faster, and in one place. Suppliers became more attentive to quality. After receiving one chargeback, 47% of them did not provide a damaged part for the next 120 days leading to fewer damaged parts arriving at Rivian and fewer interruptions in the manufacturing process.