Asurion – 2025
Field App Redesign
Rebuilding the app architecture so Asurion Experts have a focused way to start their day
Everything, everywhere, all at once
The Context
It’s the mobile tool that over 1500 experts use to manage their day, complete jobs, sell products, and support customers in the field. As new features were added, important information became harder to find, and the architecture needed a more scalable structure.
I worked on the redesign of the Homepage, bottom navigation, and Performance experience to centralize daily priorities and surface sales metrics. This created a stronger foundation for future Field App capabilities, and increased expert productivity.
Experts needed one place to understand their day.
The app opened directly into a job list, with no place to surface daily announcements or information. This created friction for both new and experienced experts. New experts needed clearer guidance to ramp up quickly, while existing experts needed better visibility into their schedule, tasks, and sales performance.
The landing page was an awkward map view, with key features hidden in menus.
The Problem
The app was growing, but not scaling
It was fragments and unreliable, and experts struggled to find the right information.
A morning paper for the day
The Approach
Framing the homepage around what experts were doing, surfacing what needed attention.
What metrics did the Homepage need to achieve?
Reduced job duration time by adding focus
Increased engagement metrics by monitoring clicks
Less manual intervention by less coaching calls
I started by getting in the weeds with users. I ran a bi-annual feedback survey to experts called SUS (System Usability Survey). I combined the feedback collected from this, along with ride-alongs and stakeholder interviews, to understand how experts managed their day.
What stood out most was the work happening outside the app: experts relied on manual workarounds to share job lists and access performance metrics that were buried across tools. This gave me a clear content strategy and helped prevent designing a catch-all.
We broke the projects into feasible pieces with clear goals.
Shaping the framework from discovery to launch
My Role
Aligning on user needs and strategy, while focusing on reusable patterns.
My role focused on shaping the homepage framework, exploring the bottom navigation strategy, and designing how performance metrics could become more visible and actionable inside the Field App.
I partnered closely with product, design, engineering, and field stakeholders to understand expert needs, explore IA options, review technical constraints, and refine the experience through design and code collaboration.
My Design Lead role included:
Discovery + expert feedback
IA + bottom navigation exploration
Homepage framework
Performance experience
Design Q&A with engineering
Onboarding new users upon release
Post launch hand off to team
I extracted the most important user needs from research and usability surveys.
The real workflows lived outside the app
Discovery
Leading discovery to find where experts needed app support.
During discovery, I focused on understanding how experts prepared for their day and what information would help them move faster.
Using a human centered approach, I led the team to outline the functional and emotional jobs of the expert in a jobs to be done map.
I then outlined the new app architecture in a lo-fi prototype and shared with experts for early feedback. During these sessions, I explored questions around daily highlights and performance goals, and what experts were manually sharing with coaches. I looked at what experts needed before clock-in, during the day, and after clock-out.
I led expert interviews with lo-fi concepts, turning that feedback into exploration.
A new Homepage, Performance tab, and navigation
Solution
Creating a scalable navigation structure that made daily priorities and performance easier to find.
The final direction introduced a homepage that centralized high-level daily details, job summaries, sales metrics. The new bottom navigation gave experts persistent access to the most important areas of the app, while the overflow menu created a clearer home for secondary features.
This structure helped the Field App move away from relying on hidden hamburger menu navigation and created a more scalable framework.
The 3 areas of focus:
The design solution gave clear structure. Using configurable card components were reused between Homepage and Performance tabs.
Onboarding
Right on queue…making new features easy to learn
Appcues is a self guided in-app tool that guides users through new features, reducing the need for manual training.
Appcues gave designers a way to introduce and self deploy instructions about new features directly in the product without relying on additional engineering work. By owning the onboarding experience, I helped users learn new features faster and reduced onboarding time by 50%.
I also launched in-app feedback questions to capture user input in the moment, then maintained the results in a dashboard so the team could track themes.
Reduced onboarding
time by 50%
The foundation was set, and experts were happy
The Results
Experts were more focused and required less manual intervention, while the app was in a place to scale.
The new homepage and navigation framework gave experts a centralized place to start their day, understand priorities, access key features, and track performance. It also gave the product team a scalable structure for introducing future capabilities without burying them behind menu clicks.
Aligning on what comes next
Final Workshop / Next Steps
Defining future opportunities and ownership to keep the momentum..
I led the broader teams through a workshop to align on future opportunities and open questions. These discussions helped separate what needed to launch in V1 from what could evolve later, including gamification, announcements, AI coaching, and future homepage personalization.
My goal was to align on three top features to tackle next. Through prioritization and journey mapping sessions, the workshop created a shared roadmap for how the redesign could continue supporting expert engagement.
Reflection
An honest reflection is that we should have pushed for this sooner, as teams moved quickly once they were committed.
This project strengthened how I think about designing for clarity at scale. As the Field App grew, I replaced being feature focused with thinking long term and holistically.
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