Three mobile interface screens from a claims flow Emily designed for Home Depot appliance claims at Asurion.
Problem
Home Depot appliance claims—for broken washers, dryers, dish washers, stoves, and refrigerators—are costly and more likely to create poor customer experience.
There was no means of categorical data capture online when a customer filed an appliance claim other than request for product type and an open text field.
Solution
Led information architecture research and design to determine questions for more upfront data capture in online claims flow to help inform and improve the claims process.
Hosted 15+ workshops in partnership with appliance technicians, service management, parts ordering, product management, CX, etc. to translate and organize 150+ reasons for mechanical breakdown to humanized customer facing language for the web.
Conducted user tree testing on washer, dryer, refrigerator, and oven breakdown descriptions to determine design hierarchy and language for UI MVP
Prototyped appliance claim UI applying learnings from information architecture workshops and testing.
Impact
Learnings contributed to the company’s collective analysis to add its own business vertical in the appliance space.
There’s a whole lot more.
Check out more examples of my work on my portfolio site.