Will Linto
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My Wireless Claim

My Wireless Claim

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The Project

My Wireless Claim handles roughly 3,000 claims daily for multiple Assurant partners, including Google and T-Mobile. The site’s dated and complicated file a claim process made it difficult for most consumers to file their claim online, driving high volume to our call center.

The Goal

Design an end-to-end claims experience that lets users quickly and easily file and track the status of a claim.

Contributions

  • Assisted in research gathering and analyzing data

  • Created wireframes for responsive site

  • Helped educate the business team on modern web standards and abilities

  • Oversaw the UI design process

Research

After gathering the qualitative and quantitative feedback available, representatives from UX, marketing, CRO, customer experience and development gathered to brainstorm solutions to the site’s current problems.

Limitations

  • Several legacy backend systems prevented us from optimizing certain areas of the site

  • Limited information was provided from partners on purchase of plan

  • The solution needed to be extremely flexible, as this site is used for multiple partners, making certain customizations difficult

Wireframes

Based on the solutions developed from the brainstorming sessions, I began to develop a revised and responsive My Wireless Claim website. The site’s entire journey begins at the global landing page where the key to the site’s success hinged on directing traffic to the appropriate carrier-branded pages.