• Goal: Increase online warranty claim submissions, reduce inbound call volume.
  • Research:
    • Service department was processing warranty claims over the phone 10x more than online. 
    • Surveys found less than 10% of customers knew they could submit claims online. 
    • Original warranty process was confusing and prone to glitches.  
  • Process was redesigned to resemble an online checkout process. 
  • I created a more ideal version with UX updates applied via Sketch
  • Developed architecture for help center (Zendesk and Intercom)
  • Wrote and managed library of content 
  • Created action-based communication for customers and users
  • Developed data-based buyer personas and target audience strategy

  • Created the user experience workflow, microcopy and tooltips