Asurion | Fraud Team | 2020

What were we solving?

Customers receiving shipped devices faced risks of loss or theft during delivery. Asurion needed a way to validate the user before a phone could be unlocked and activated.

The business ask was to improve inventory shrinkage from loss and theft, and improve the customer’s trust in the claim process.

How did I start?

Collaboration within the team was key. In order to find the right technical solution, I partnered with engineering how the experience could work.

I met with third party vendors to explore developing a micro app experience on top of the operating system. The main hurdle was an API call that would remove the exterior app.

My approach…

I facilitated a team workshop to build a customer journey map through a selected persona to identify pain points and requirements.

Identifying what systems and API calls were needed in order to implement the verification, I took ownership of the relationship with a third-party software vendor to solve a key technical challenge (removing software from the device), and acted as a product manager for stakeholder communications.

Lastly, I built a high-fidelity prototype with animation support, and tested for user feedback. Through userzoom interviews, I followed a user-centric approach to test early and improve areas of friction.

Did the product achieve our goal?

We saw an immediate reduction in fraudulent lost and stolen claims.

Phones now had a layer of security, and monthly ‘stolen’ claims reduced by 22%.

Customer’s trust in the company’s delivery process increased, while saving dollars from inventory shrinkage.