Company
ASURION FOR VERIZON
Project Overview
Asurion, a $10 Billion dollar phone insurance company invested heavily in innovation. Verizon was our client. I was a part of their Innovation Labs campus in sunny California.
This project focuses on a natural language conversational chatbot named AVA who could not only hold a conversation with you and file an insurance claim, they could also schedule a life technician to show up to your door to fix a cracked screen, and take payment over the interface.
This product was the definition of work fast and break things. We continually built MVPs that were just bare bones, fortunately it's a chat bot so it was easy to launch and edit AVA quickly.
Roles
Conversational Design
UI/UX Design
User Research
Usability Studies
Tech
Duration
Figma
Native Apps
iOS
Android OS
24 month
Responsibilities
All of the designs you see were done by me. I was part of a 2 person team that grew to 5 Designers over the course of the project. I spearheaded our systems and we worked together to make breakpoint decisions.
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STARTING POINT
AVA's Live!
I joined the team immediately after Ava was launched. At this point they could give you serve up basic yes no questions and decide if you had a valid phone insurance claim.
Before it was shut down two years later, she parsed conversation, learned from users words, and could accurately access user intent from a conversation.
Using agile sprints we released every two weeks, however a few features were particularly notable. In this case study I'll review the following.
GOAL
Show users the link between emotional wellbeing and financial well-being. And then use this to help users improve their emotional wellbeing by improving their financial well being and visa versa.
DOUBLE DIAMOND
PROCESS
Use the Discovery phase to do research and expand your ideas and options, then Define what is important. Design your solution exploring many options that will solve the problem. Finally, Validate your solution and launch a clear and concise answer to the problem.
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DISCOVERY PHASE
RESEARCH BEGINS
User Interviews & App Audit
With most jobs I like to start with a full audit of product and identify low hanging fruit to update and look at the big picture.
Interview
"I'm tired of being surprised. I think I have everything under control and then $2,000 for insurance appears"
— Jessica, 28yrs
Interview
"I wear a Fitbit and know all the stats about body, I want to know that about my bank account"
— Payam, 25yrs
USERS.
MEET BUSINESS NEEDS.
Investors were asking for specific things and we needed to figure out how to provide them, while hooking users.
Users
Business
DEFINE PHASE
WHERE WE'RE HEADING
A simple solution is needed to include both, users needs and numerous business demands.
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THE PROBLEM
HOW DO YOU VISUALIZE PATTERNS?
The primary solution needed is a visualization that shows the connection between emotions, savings and gives insights.
The Solution =
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DESIGN PHASE
VISUALLY CONNECT EMOTIONS TO FINANCES
My goal is to design an interactive visualization of the connection between one's emotions and finances.
Open App
Track your emotion
Show Results
A visualization users can learn from
Enter App
Homepage
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VISUALLY CONNECT EMOTIONS TO FINANCES
My goal is to design an interactive visualization of the connection between one's emotions and finances.
Future Bills
Future Hormone Cycle
Future Classes
RAPID SKETCH EXPLORATION
Pen and Paper + Lots of Sketches = Better Designs
01.
Design Intent
Start by showing the month in a circle. Daily emotions can be shown as a slice of the circle.
User Feedback
I want more specific information, this is too vague.
02.
Design Intent
Contrast emotion against spending.
03.
Design Intent
Show daily spending ups and down with a line. Place it on top of emotions to show the connection.
04.
Design Intent
That line is very vague, let's make it darker and fill in the volume underneath.
05.
Design Intent
Now the black blob is very vague, what if we make the spending a specific line? And put the emotion on top?
06.
Design Intent
Let's try to make it more clear by making each emotion and day of spending one-in-the same.
Problem - we don't know the scale of the person's emotion so can't do this.
07.
Design Intent
I want to break away from the lines, try something different and have the background color be the emotion and go all the way to the edge of the screen. The spending could be opaque and close to the middle of the circle.
Let's move the month name to the top left so we open up space to put a new label in the circle.
08.
Design Intent
Let's label the circle as spending.
I want to be really specific with each day of spending. I'll make it a dot.
09.
Design Intent
The dot is hard to see, what if I filled in the space below, does this make it easier to see the spending pattern?
10.
Design Intent
We can show future spending, it's always scary when your credit card bill is pulled out. What day is that again? Let's show the date here to help the user expect it and stay calm when their bank account drops.
11.
Design Intent
That spiky look is a little ugly, what if we connected the dots together, that will make it easier to show spending trends.
12.
Design Intent
Overlay the spending trends on top of the daily emotions. I like this!
VALIDATE PHASE
START USER TESTING
I chose the circle design because it gives you a snapshot of the month. Unexpected charges spike stress and adrenalin, if a user can see upcoming charges that reoccur on a monthly cycle it should reduce stress.
Round #1 Design Update
Results
Stress Selected
User Feedback For #1
Results
"I think these are buttons?"
"Yes! I spend so much money here"
Good to see a
big cost coming
Not really sure what to do when I land here
"Want to see more info instantly"
Stress Selected
Want more connection between emotions and $$$
What day is connected to what?
Is this a stressed
day or not?
Really like seeing stressed $$$ Total. Can you tell me more?
Round #2 Design Update
Results
Happy Selected
User Feedback For #2
Results
"The emotions are helpful to see together"
App does the math automatically
"I like the color coding to the graph"
Spending turned into a line to show spending patterns
Showing all emotions at once for immediate stimulus
Happy Selected
"I want to see the emotion and day more clearly"
Amount appears after an emotion is tapped
"Can the day and the emotion be one? Still hard to read"
"I like this, but can you tell me more?"
Numbers added for easier connection to date
More calculated info added
"Can I see these totals on the landing page too?"
"I want to see the results first, not the buttons"
Round #3 Design Update
Circle Graph Exploration
User Feedback For #3
Circle Graph Comments
Design uses concise shape to show amount of spending
"It makes more sense to me to have the size show the amount spent"
Emotion and spend is one in the same and grows from the center
"It's not clear to me that I can tap to see exact daily $$$"
Design exploration
"It makes more sense to me to come from the middle"
Tappable circles added to encourage discovery
"This looks much better, this is clear"
Round #4 Design Update
All Emotions
"Stressed" Selected
Final Designs
Emotions + Spending Interactive
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Emotions +
Spending Insights
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Stressed +
Spending Interactive
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Stressed +
Spending Insights
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RESULTS
OUTCOME
Retention
+2.3%
Savings Trend
Daily Active Users Trend
IMPROVE YOUR HEALTH & SAVINGS
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