One of Emily’s top 5 Clifton Strengths is “Strategic”—and according to GALLUP, you can’t teach this skill. As a process-obsessed people person, Emily partners across functions with business leaders, operations teams, engineers, and data scientists to drive wins for both end users and the business.
A main at one of Asurion’s repair depots processes incoming shipments for claims fulfillment. Emily led contextual inquiry and floor staff interviews to shape design strategy and reduce repair times and processing friction.
Choreographing repair claims processes to go paperless
Problem
A national B2C consumer electronics repair service required customers to report what was wrong with their device twice—once in a web claim flow, and once on a paper repair form. The paper form—shipped with the device to a repair depot—met legacy technician needs, but prevented aggregate data monitoring and added unnecessary customer burden.
Solution
Led onsite discovery research (contextual inquiry + co-creation with repair technicians), stakeholder buy-in and alignment, and end-to-end UI design for MVP pilot.
Impact
Within weeks of launch, 2,000+ customers successfully submitted their claim and issue description digitally across systems.
Successful transmission of customer issue descriptions enabled Phase 2 of the pilot to start training technicians to use digital notes (v. paper only) in workflows.
Pilot alleviated CX concerns of major phone carrier client, whose customers subscribed to this service.
Since, NPS grew from 15 to 40 and the service offering grew from 5% to 15% total revenue in a multi-billion dollar global business.
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There’s a whole lot more. Contact me on LinkedIn for more detailed case studies.