Building Bridges Between Carrier Customers and Support Technicians
Senior Product Designer, 2019 — 2020
In 2019, I joined the product design team at Asurion in Nashville where I primarily worked inside Home Management and Network Scan teams. Inside these two teams I led remote and in-person user research, as well as designed workflows and prototypes for conceptual and production web and mobile applications.
Selected project
Verizon Tech Coach
Interaction design & UI Design
Verizon Tech Coach is a mobile app that gives customers 1-click access to expert support, personalized device tips, and self-help tech guides to help Verizon customers get the most out of their devices. I worked with Tech Coach product team to design the Wi-Fi scan experience within the app.
Selected project
AT&T Pro Tech Support Tools
Interaction & Visual Design
Asurion Pro Tech Experts are able to provide home customers real time technical support when running a Wi-Fi scan through the Pro Tech app. Asurion Tech Experts us a network scan tool which provides a view into diagnostic information on the customer's home network. I worked on upgrading and enhancing the diagnostic tool experience for experts.
Selected project
UBREAKIFIX
Asurion and UBREAKIFIX (Asurion), the nation's largest chain of electronics repair stores, wanted to explore potential new products and services as well as improve the retail experience for sales associates and customers. I led the design and research efforts to test new conceptual products as well as improve retail experiences for customers and store technicians.
Research, Visual & Interaction Design
Copilot is uBreakiFix in-store screen experience for customers. When customers are interacting with store techs they are able to visually see information presented to them in the store transaction. Customers can also interact or "own" certain portions of the transaction like signature or viewing additional information on product or service up sells.
