At Asurion, Emily led UX design for consumer electronic care claims. B2B2C design work served partners such as Home Depot, Dick’s Sporting Goods, Verizon, and AT&T.
Home Depot appliance claim UI
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.
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