Asurion.com Redesign

The Asurion website receives 9 million visitors a year, 45% of which are related to claims. Our user-research and data showed that a majority of the claims users were frustrated with entering into the claims process.

Client:	Asurion
Date:	2018
Role:	UI + UX, Art Direction, Research
Partners:	Digital Marketing, Content

Problem Statement

Asurion.com was going on 3 years of being untouched from a UI & UX, Marketing and content perspective. It was in need of a refresh to expand upon Asurion's new offerings, but also better align with our customer's needs when they were on the site.

Approach

By identifying our user's and their tasks, we proposed a site that met their needs, but also made them more aware of Asurion's products and services.

Discovery Before Design

Wireframes, rough sketches and identifying personas for the site, were the initial tasks performed. In addition, the IA was addressed to changes in services that are offered.

Home depot, Samsung and Ashley furniture touchscreens next to sketches of kiosk interface ideas.

Project Learnings

Although the redesign was postponed due to a rebranding effort. It was a success as it caused multiple departments to collaborate and address obstacles that were able to be resolved. Some of which were then implemented in the new website redesign in 2019.