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
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
OBSERVATION & RESEARCH
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.