Warranty Claims Consumer Experience
Making it quick & easy for consumers to file a warranty claim.
The problem
Network providers such as T-Mobile sell devices to consumers. When a consumer has an issue with their device, they may call customer support. This is very time-consuming for the consumer and costly for the network provider. Consumers are looking for self-service ways to troubleshoot and file claims.
Actions
Through research:
Identified current consumer journeys, jobs-to-be-done, context, emotions, needs and expected outcomes.
Identified current retail employee journeys, jobs-to-be-done, context, emotions, needs and expected outcomes.
Identified common T-Mobile mobile app design element (which were not consistent across).
Identified the organization's capabilities: Capable of diagnosing 50+ device issues, some automatic, most user assisted.
Created comprehensive current & ideal journey maps capturing all stakeholders, job-to-be-done, emotions, friction points, alternate paths and extracted the design direction.
Design direction:
Consistent with T-Mobile's brand, while being reusable for other potential customers.
Flexible to integrate in the future within other apps.
Minimize friction by maximizing auto diagnostics, auto claim checks and seamless experiences.
Focus on clear & verbose user guidance as the consumer is not familiar with the expected diagnostic tests.
Easy to use, fun and engaging; the user assistance feels like playing quick games.
Designed a 'Warranty Claims' mobile application for iOS and Android that allows consumers to diagnose device issues and instantly file a warranty claim. Once a warranty claim is filed, the device can be returned through a retail store or sent back using a prepaid label.
Results
The mobile app was very well received and helped close a multi-million dollar deal with T-Mobile.
Expected in the future:
A version that integrates directly with the existing T-Mobile support mobile application to improve the experience further.
A white labeled version that can be demonstrated to other customers.
Design of the in-store experiences for both the consumer and the employee.
My role
I was the sole researcher and designer of these application. I collaborated closely with internal stakeholders (CPO and development lead) with input from T-Mobile. All actions taken are my own.