Shipped phones were at risk.
Customers receiving shipped devices faced risks during delivery, and Asurion needed a way to validate the user before a phone could be unlocked.
We added a layer of security.
The business need was to design a customer-facing verification experience that reduced lost/stolen claims while improving customer trust.
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- improving areas of friction before release.
Success- a reduction in lost and stolen claims.
The goal was to reduce lost reported or stolen claims, while improving the customer experience.
By designing a multi factor authentification, we were able to reduce lost claims by 22% monthly.