OBJECTIVE

Our goal in the rethinking of our amazon registration portal was to improve the end to end customer experience for customers purchasing protection plans from Amazon and registering them with Assurant. This will be accomplished by redesigining the existing Amazon site to provide an intuitive and responsive experience that will allow users to perform the following tasks with ease:  User Registration, Product Registration, View Service Plan information (for all registered product), File product claims, Check Claim statuses, transfer a policy and cancel a policy

 

CHALLENGES:

Significant constraints were imposed when integrating several legacy back-end systems to locate user’s data after it was transferred over from amazon

Lack of ability to customize at the point of purchase within the amazon shopping cart. 

Limited data and information being transferred over from amazon post purchase. 

CONTRIBUTION: PROJECT LEAD

Established user journeys \\ Led whiteboarding sessions \\ worked with BA's and business leads to guide requrements\\ Conducted user research\\ Oversaw wireframing \\ Drove creative direction and provided design feedback \\ Established and created documentation for handoff to development partners

 
 

DESIGN

 


 

OBSERVATION & RESEARCH

 

Old Amazon Registration Site 

After gathering extensive primary data on user behaviors on the current amazon site , In 2015, the team performed a customer experience audit with the objective to understand what attributes were affecting customer service, identify customer pain points and establish short and long term strategies for implementing site improvements. 

 

 

 

BRAINSTORMING & WHITEBOARDING

 

SITEMAP

Amazon 3.0 _File a Claim_151211.png