HASS
HASS
HASS
Home Appliance
Smart Service
Home Appliance
Smart Service
Home Appliance
Smart Service
Design Lead | 23 - Ongoing
Design Lead | 23 - Ongoing
Design Lead | 23 - Ongoing
Project Overview
Samsung’s global appliance division was facing a critical operational bottleneck. HASS, a decade-old, fragmented service infrastructure had become a "legacy artifact" that slowed diagnostics and increased support overhead.
With 50+ disconnected tools, the system failed to scale alongside the world’s most complex appliance ecosystem, leading to rising service costs and frequent technician revisits.
I have spearheaded the end-to-end design, research, and strategy to transform this fragmented landscape. By collaborating at the intersection of engineering and field reality, we unified 50+ disparate tools into a singular, high-performance global platform. The goal was to replace cognitive friction with operational flow.
The impact we made?
$M
in annual savings by cutting repeat visits and streamlining workflows, while creating a scalable system that reduced long-term maintenance overhead
%
Improvement in workflow efficiency, enabling service engineers to complete tasks faster with less friction
%
faster, more accurate repairs — enhancing trust, satisfaction, and the overall reliability of Samsung’s service experience
Need & Design Constrains
Business Lens
Samsung’s appliance division was leaking revenue due to repeat technician visits and inefficient service workflows.
User Lens
Technicians worldwide struggled with inconsistent, fragmented interfaces across 50+ products
Customer Lens
Fixing the service app wasn’t a UI update, it was an operational intervention at global scale
Legacy Information Architecture
The system had been in use for over a decade, and technicians had built strong habits around its structure. A complete overhaul risked confusion and productivity loss.
Field Environment Limitations
Technicians often worked in difficult conditions — rooftops, noisy workshops, or homes with poor connectivity. This demanded a design that was resilient: offline-first, legible in low-light, and optimized for fast, error-free interaction, so technicians could focus on fixing appliances rather than fighting the tool.
Covering entire
Appliance Ecosystem
Each product line had unique diagnostic flows and specialized tools. Constraint → Create a unified design system that could flex for both simple and highly complex appliances.
Global Workforce Diversity
Technicians used the platform in dozens of countries, across different languages and cultural contexts. The design needed to balance local adaptability with a global standard.
Research to
Design Translation
We didn't begin with interfaces; we began with the physics of the repair. By embedding with the Customer Experience Team and Service Engineers, we mapped the diagnostic journey from the initial connection to the final report. We identified 28 critical friction points where the tool- rather than the appliance- was the primary bottleneck.
From Manual Latency to Instant Connection
The Insight: Connection errors were the primary source of early-job frustration, adding invisible minutes to every repair.
The Response: We redesigned the handshake protocol to be automated and error-resilient, ensuring the tool disappears so the engineer can focus on the hardware.
From Linear Friction to Non-Linear Flow
The Insight: Legacy linear workflows forced engineers to wait for data uploads, halting physical work.
The Response: We architected a multi-threaded navigation model, allowing engineers to switch between schematics, parts lists, and diagnostics without losing state or progress.
From Information Noise to Contextual Clarity
The Insight: Navigating 50+ product lines caused "choice paralysis" during critical diagnostics.
The Response: We established a Modular System Architecture that surfaces only the tools relevant to the specific appliance model, reducing cognitive load and accelerating the path to resolution.
Rebuilding from ZERO
Our research showed this was not a radical redesign but a thoughtful evolution.
Rebuilding a decade-old system requires a balance of radical ambition and profound restraint. Our challenge was to modernize the infrastructure on One UI 7 without disrupting the deep-seated muscle memory of 5,000+ engineers.
With a lean, focused team, we mapped thousands of sub-flows to create a component-first design system. This wasn't about visual polish—it was about building a reliable, flexible library that balances a unified global standard with the unique diagnostic nuances of every Samsung appliance, from refrigerators to high-precision electronics.
The HASS design system unified 50+ tools with 500+ reusable components, cutting redundancy, speeding development, and delivering consistent, reliable workflows worldwide. It gave technicians clarity, developers efficiency, and Samsung a future-ready platform built to scale.
The final solution! Lets watch…
Some of the key design elemnents that reshaped HASS
Introduced a unified home screen, centralizing key diagnostics and tools so technicians could start every job with clarity and consistency.
A simplified, always-accessible navigation drawer that unifies all major modules into one consistent entry point—enabling technicians to move faster, switch tasks effortlessly, and access tools from anywhere in the app.
An integrated repair flow with searchable access to Samsung’s service library, offering step-by-step guidance during complex diagnostics.
Designed with ownership, not obligation.
Driven by pride and long-term ownership of the project, I went beyond my core UX responsibilities to design the HASS logo—establishing a new visual identity that reflects reliability, clarity, and scale across multile OS platforms
Personal Reflection
My background in Physics fundamentally shapes how I solve design problems. I view every interface not as a static screen, but as a dynamic system with its own entropy, constraints, and equilibrium.
Throughout the HASS evolution, this perspective allowed me to move beyond "visual-first" design. Instead, I focused on the mechanics of the workflow- identifying failure states and reducing the energy required for a technician to reach a resolution.
By speaking the language of systems, I bridged the gap between engineering and empathy, ensuring that every design decision was rooted in reliability and real-world performance.
Ultimately, HASS taught me that at global scale, the most beautiful design is the one that works flawlessly in the most difficult conditions.
