Bluescope
Warranty & Claims Management Platform
How a redesigned warranty and claims platform turned a complex, high-risk process into a trusted, value-adding experience – strengthening loyalty in the moments that matter most.
THE CHALLENGE
When a warranty or a claim feel like a problem, trust is at risk
BlueScope products are chosen for quality and longevity. But the experience of managing warranties and claims wasn’t reinforcing that promise.
A legacy platform – unsupported, disconnected and difficult to navigate – created friction for everyone involved:
- Homeowners seeking peace of mind.
- Builders and installers managing multiple jobs.
- Building owners navigating complex claims.
- Internal teams constrained by technical debt.
Instead of adding value, the warranty experience risked becoming a negative, at precisely the moments when confidence, reassurance and trust should be strongest.
THE OPPORTUNITY
Turn warranties into a reason to buy - or advocate
BlueScope recognised that warranties are not just operational necessities.
They are relationship moments.
Handled well, they:
- Reinforce product confidence at the start of a relationship.
- Deepen loyalty when something goes wrong.
- Differentiate brands built on trust.
The opportunity was to redesign warranties and claims end-to-end, creating a system that was simple, accessible and intelligent for customers, while seamlessly connected to BlueScope’s internal environment.
The idea
Brand integrity isn’t just in the product, it’s in how you stand behind it
The organising idea was to make BlueScope’s commitment visible through service, not just materials.
This meant designing a platform that:
- Recognised the customer and understood their context.
- Explained the cover and next steps clearly.
- Guided users through complex situations with confidence.
- Scaled very different audiences without losing empathy.
Warranties would be transformed to feel like service support.
The approach
A human-first system, engineered for the real world
CX Lavender designed and engineered a new Warranty & Claims Management Platform, built from the ground up to balance experience clarity with technical depth.
Key principles included:
- Role-based journeys tailored to homeowners, professionals and internal teams.
- Mobile-first design for on-site, real-world use.
- Transparent, guided workflows for registering warranties and submitting claims – even in complex scenarios.
- Builder and installer tools that streamlined everyday operational tasks.
- Clear educational content so customers understood coverage, rights and responsibilities.
Behind the scenes, the platform was rebuilt on modern, supported technology and integrated directly with BlueScope’s internal systems.
The outcome
A system that builds customer confidence, pre- and post-purchase
The new platform delivered:
- A single, consolidated experience serving both emotional and operational needs.
- Reduced friction at two critical moments: warranty activation and claims.
- Greater clarity and confidence for customers navigating complex processes.
- Improved efficiency for builders, specifiers, installers and internal teams.
- A future-ready foundation that supports long-term relationship value.
What was once a point of friction became a positive brand experience.
Why it mattered
When you manage the hard moments well, loyalty follows
There’s a well-known industry truth: customers, whose issues are handled well, become eight times more loyal than those who never had a problem at all.
By reimagining warranties and claims as a designed experience – not an operational necessity – BlueScope strengthened trust at the exact moments that define long-term relationships.
For CX Lavender, this work is a clear demonstration of Grow & Retain in action: where creativity, experience design and engineering combine to turn complexity into confidence – and service into growth.
