PURPOSE

Adding user validation to unlock a shipped device can reduce lost or stolen claims, while protecting a customer’s account in transit and reducing delivery theft.

JOURNEY

As a team, we developed a journey map of the customer- I set up a workshop for the team to walk through the flow through the lens of a selected customer persona. Identifying the pain points of package delivery and signature required, we brainstormed and prioritized ideas that could alleviate these stressors. Focusing on mobile device management, we explored customer facing options.

PROCESS

Using Figma to design a lo fi flow of the product, I worked with a dedicated development team to achieve a working proof of concept.

One challenge was to figure out a way to remove the software from the device. I became the relationship owner with a third party software company, developing a solution. I also became the product manager of communications to stake holders and product teams.

Once the concept was supported, I built a hi fi working prototype, and collaborated with a designer to add elements of animation to the experience.

CONTENT STRATEGY

COMMUNICATIONS: emails
Once the product was built, we explored the next steps of customer awareness. I partnered with communications to include the right tone and expectations in claim screens and emails.

STORYTELLING: marketing video
We worked with the marketing department to produce a ‘sizzle’ video to share with internal and external partners. Being both the product manager and designer, I provided design and content materials that clearly evoked the message of the product, and defined opportunities for our team to share our story.