Asurion

Asurion is a global leader in technology protection services, specializing in mobile device insurance, tech support, and extended warranties. The company partners with wireless carriers, retailers, and other businesses to provide customers with device protection and repair services. Asurion operates on a white-label model, meaning it delivers its services under the branding of its partner companies rather than its own name. For example, Asurion works with major carriers like Sprint, Verizon, and AT&T to offer insurance, claims processing, and device repair under those companies' brand names. Customers might not realize Asurion is the behind-the-scenes provider of these services, as the company customizes its offerings to align with the partner's brand and customer experience. This allows carriers and retailers to offer comprehensive tech support and protection without needing to build these capabilities in-house.

A Call for Change

Asurion’s online phone insurance claim process was outdated and inefficient, causing confusion, high abandonment rates, long resolution times, and frustration. The flow wasn’t mobile-optimized, lacked guidance, and missed key features like progress tracking and clear instructions.

My goal was to redesign the claim flow to make it intuitive, mobile-friendly, and faster, improving user experience and increasing completion rates.

Dialing into Insights

I began with research, using both qualitative and quantitative methods. This included user interviews with varying levels of tech expertise, surveys to understand frustrations, and web analytics to pinpoint drop-off points. The documentation upload stage had the highest abandonment, due to unclear requirements.

Based on these insights, I created wireframes prioritizing clarity, guidance, and simplicity. Features like tooltips, a progress tracker, and simplified forms were added, with simple, jargon-free language.

Fine-Tuning the Connection

Prototypes were tested with users, receiving positive feedback but suggesting improvements to the file upload process. I refined the design by adding a drag-and-drop upload feature and improving visual cues. The progress tracker was made more prominent and the process was broken into stages.

The design was made fully responsive for mobile, focusing on a touch-friendly, minimal-scrolling experience. The aesthetic aligned with Verizon’s branding but featured a cleaner, more approachable look with intuitive icons and consistent visual cues.

A Clear Signal

This project highlighted the importance of thorough user research and iterative design in addressing pain points and creating a more efficient, user-friendly experience. By focusing on simplifying the process, enhancing mobile accessibility, and improving communication, I was able to transform an outdated and frustrating online insurance claim flow into an intuitive, efficient, and responsive process. The results not only met but exceeded expectations, improving both user satisfaction and key business metrics.