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Service initiation
Who among us has not had this happen?
Just when we needed it the most, our cell phone broke or the laptop started having problems.
So we go to Google and start looking for places that can fix the problem as quickly as possible.
As part of Asurion's goals in 2022 was to bring new customers to the physical stores and enjoy the best and fastest service and repair experience.
As part of my duties in managing the team and designing the product, we had to conduct a study of what exists today and receive the entire product from the team in the US and take and improve it.
We had data and information but it was very incomplete. The components were not based on the design system, so we had to produce everything from scratch. We started working on the desktop and not on mobile since we saw in the data that most users access the digital experience via the desktop.
We performed a design sprint and came away with some insights about where we wanted to go and the points that should guide us.
Since this is a very emotionally difficult and very stressful experience, we tried as much as possible to make the experience easy, fast, and above all to give the user full transparency regarding the process in general and the repair itself in particular and of course to build trust and lower barriers.
There was a combined effort together with the design team in the USA and the Design System team and also with the stores themselves.
Deliverables
Team management
UX/UI management
Storytelling
Design system
Prototyping
Usability Testing
Branding
Marketing
Platform
Mobile
Web
Skills
Figma
Year
2021-2022
Smell
A fast, easy, and fun experience
Since it is a very stressful and unpleasant experience when one of your electronic products decides to stop working, it was very important for us to create a pleasant, fast and clear experience.
We tried to produce as few steps and as much relevant information as possible, and a lot of focus on the required task and moving to the next step as quickly as possible.
We created and designed large buttons and short and catchy text that motivates action. Cleanliness and brightness were some of our obvious choices
Transparency
In this case and in general, it was very important for us to create full transparency regarding the digital experience and the repair process in particular.
Always in such cases, many questions arise and our task was to think one step ahead of the user and make him believe that we understand him and we are here to help him and therefore already know how to give him the answers.
We designed and created a progress bar that shows him the process that was initially very long(!) and shortened it as much as we could by consolidating stages, and working with the stores themselves in understanding what the mandatory questions are.
In addition, at all kinds of critical points in his journey, we have added explanations and additional detail on topics such as prices, times and quality, all in a microcopy that speaks at eye level and explains in an objective and pleasant way.
Trust
Building trust and lowering barriers was another important value we focused on.
By adding the face of a saleswoman who accompanies the user in the process and speaks to him at eye level and in light and everyday language, she allowed us to build trust. In addition, adding all the details without small letters gave the user even more confidence.
In fact, we built and created a contract between the customer and the employee and thus we were able to build trust and create confidence for the user.
Web exepirence
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