Business to Consumer

Smart home product suite: asurion skan, EXPERT, @HOME

Asurion needed to integrate Catalina Labs’ Wixi technology to a new mobile app and various existing carrier products (AT&T, Verizon) to diagnose customer network connectivity issues and offer insights on how to improve their network experiences.

Project Objective
Asurion needed to integrate Catalina Labs’ Wixi technology to a new mobile app (Skan now called Asurion Scan in the app stores) and various existing carrier products (AT&T, Verizon) to diagnose customer network connectivity issues and offer insights on how to improve their network experiences.

Project Solution
Along with my team, we identified the top ten issues from existing customers via surveys and expert feedback. Experts are customer service reps at the call centers who troubleshoot with issues ranging from connectivity, device usage, hardware setup, etc. Using their feedback, alongside results from A/B testing of two different prototypes of the Expert Portal, I created an updated simple Expert Portal with data shown from the customers’ scans using the Skan app. I then created a more robust Expert Portal Experience that provides a lot more information on the customer’s dwelling type and location, along with steps to address issues further, which can be seen on the bottom right.

WIXI SMART HOME REFERENCE APP AND WIXI EXPERT PLATFORM

Catalina Labs developed a technology to scan and analyze the network for performance and device optimization. As the lead product designer, I performed all user research and testing efforts, synthesized requirements into user flows, and prototyped and branded the experiences for the reference app (WIXI, Scanalyzer Pro), conversational bot (WIXI Assist), and desktop SaaS portal (WIXI Expert) for customer service experts to help troubleshoot deeper network or device issues.