I liaise across functions with business leaders, lawyers, operations leaders, and computer engineers to deliver top-notch products. I am well-versed at translating end-user feedback, data, and technical terms to drive meaningful outcomes.
Three mobile interface screens from a claims flow Emily designed for Home Depot appliance claims at Asurion.
Home Depot appliance claim UI
Problem:
Home Depot appliance claims—for broken washers, dryers, dish washers, stoves, and refrigerators—are costly and more likely to create poor customer experience.
There was no means of categorical data capture online when a customer filed an appliance claim other than request for product type and an open text field.
Solution:
Led information architecture research and design to determine questions for more upfront data capture in online claims flow to help inform and improve the claims process.
Hosted 15+ workshops in partnership with appliance technicians, service management, parts ordering, product management, CX, etc. to translate and organize 150+ reasons for mechanical breakdown to humanized customer facing language for the web.
Conducted user tree testing on washer, dryer, refrigerator, and oven breakdown descriptions to determine design hierarchy and language for UI MVP
Prototyped appliance claim UI applying learnings from information architecture workshops and testing.
Impact:
Learnings contributed to the company’s collective analysis to add its own business vertical in the appliance space.
EOB Reader app
Coinsurance. Deductible. Out-of-pocket maximum. Research shows that the majority of Americans don’t know what these terms mean. In 10-weeks, I conducted user research (interviews), persona development, competitor analysis, and product feature prioritization to deliver user flows and wireframes using Sketch and Invision.
My process aimed to help answer the below questions.
How might we help clarify the patient payment process?
How might we help health consumers take greater advantage of their benefits?
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