ONLINE REPAIRS
Business Challenge: Take the burden off of the call centers and online chat reps by enabling the ability for customers to submit a product for repair online. Customer must identify their product via serial number look up. Product must be under warranty for free replacement or repair. If not under warranty customer will be offered replacement product at a discounted price.
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Solution: Worked alongside various stakeholders to understand the business requirements. As a result, created a user experience for the repair flow and checkout.
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Deliverables: Wireframes and clickable prototype for mobile and desktop.
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Results: 33+ warranty orders placed within hours of go-live!
Mobile screens for repair experience
1) Initiate repair
2) Find Product
3) Confirm product
4) Identify problem
5) Self troubleshoot
6) Select replacement product
