Service initiation
In 2022, Asurion set a goal: bring more customers into stores by delivering the fastest, most transparent repair experience. I led the redesign effort, taking over an existing product from the US team. The handoff included limited data and components not aligned with any design system—so we rebuilt from the ground up.
We focused on desktop first, based on usage data, and kicked off with a design sprint to clarify goals and pain points. Knowing how stressful tech failures can be, we designed an experience that felt fast, clear, and trustworthy at every step.
This was a global collaboration—working closely with the US design team, Design System team, and retail partners to deliver a seamless, customer-first solution.
Deliverables
Team management
UX/UI management
Storytelling
Design system
Prototyping
Usability Testing
Branding
Marketing
Platform
Mobile
Web
Skills
Figma
Year
2021-2022
Smell
A fast, easy, and fun experience
Since device failures are often stressful and frustrating, it was crucial for us to design an experience that felt simple, fast, and reassuring. We focused on minimizing steps, surfacing only the most relevant information, and guiding users clearly through each stage.
To support this, we used large, actionable buttons and short, motivating copy. Clean layouts and bright visuals helped create a calm, confident environment that encouraged users to move forward with ease.
Transparency
Transparency was a key pillar of the experience, especially around the repair process. Users naturally have a lot of questions in these moments, so our goal was to anticipate their concerns and show we were already thinking a step ahead.
To build that trust, we introduced a clear progress bar outlining each stage of the journey. Originally a long and complex process, we worked closely with store teams to streamline it—consolidating steps and removing unnecessary friction wherever possible.
At critical points in the flow, we added contextual explanations about pricing, timing, and service quality. All supporting content was written in friendly, down-to-earth microcopy to reassure users and keep the tone objective and approachable.
Trust
Another core focus was building trust and reducing barriers throughout the experience.
We introduced a virtual sales representative—a friendly face that guided users through the process using clear, conversational language. This human touch helped create a sense of connection and reassurance.
To further build confidence, we presented all key details upfront, avoiding fine print and ambiguity. One of our most effective solutions was designing a clear agreement between the user and the store associate—a transparent “contract” that set expectations and reinforced mutual trust.
Web exepirence
