- 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
