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.