Walmart.com Care Plans
When a user goes to purchase an item on Walmart.com, they're often given the option to add protection to that product. That service is provided through Asurion and the experience was managed by my department.
This experience is referred to as Smart Content, which you'll see listed in some of the screenshots below. After doing user analysis we found that the current tabular design on Walmart.com wasn't creating much engagement. User's weren't viewing any of the content that spoke about the benefits, but only saw the price point. Along with other feedback we received, we knew what was the most valuable pieces for a customer to add a protection plan to their device. With that in mind I designed a scalable UX that would go across all of our SKUs on Walmart.com.
| Client: | Asurion |
| Date: | 2018 |
| Role: | UI + UX, Prototyping, Research |
| Partners: | Marketing, Content, Creative Director |
Problem Statement
Looking at our user sessions made us aware that the current experience wasn't getting as much engagement as we anticipated.
Approach
After having User Research sessions, we created a modern UI with relevant content that was more specific to the product a user was viewing.
Discovery Before Design
Our first step in the process was to conduct user tasks and feedback sessions on our current experience, to identify what positively impacted a user, what caused them frustration and what could've been included in the experience to help convert them to purchasing a plan.
It was very beautiful which made it a joy to work with. I loved the navigation aid on the left. I also enjoyed the video which was very helpful.
USER RESEARCH SESSION
I liked the layout of the page and the graphics to show what was covered under the warranty.
USER RESEARCH SESSION
Project Learnings
The redesign was sucessful as it received positive feedback from our user testing and clients. It was launched in 2017 acorss multiple products on Walmart.com, however, Walmart and Asurion's relationship ended shortly after so we were unable to gather analyatics on how the redesign performed.