The "Service Widget" was the name given to an interface element located on Asurion.com.
Let me explain what it does with a scenario…
Say you, a Verizon customer, purchase a new mobile phone along with a corresponding protection plan. And, shortly after, something unfortunate happens to your phone. Bummer. Naturally, you’re going to want to file a claim against your plan.
So, with next steps in mind, you consider that your protection plan is provided by Asurion, and so proceed to Asurion.com. That’d be a reasonable assumption, but you actually need to file the claim with Verizon over on their site.
This is where the Service Widget comes into play. It closes that gap. It’s tasked with routing over to the correct company’s website so that you can file your claim.
User data suggested that the existing Service Widget was not always getting customers to where they needed to be. Issues included:
- The instructions that were provided to assist the user were too terse. This left users confused about next steps.
- Interaction with the widget felt cold and transactional. The tone was wrong right when the user needed help most.
- It was fussy to work with on mobile.
These factors were leading to confused and frustrated customers.
So I went back to the drawing board to see if I could improve upon the Service Widget:
- I replaced the homepage Service Widget with a "File/Track Claim" button. This was done to present a more obvious call-to-action for the user.
- The "File/Track Claim" button launched a mobile-friendly window that guided the user, one clear step at a time.
- Instructional text was revised to be more conversational and informative.
This new design introduced a friendly, better paced approach to getting the user on the right track. Which made for happier users by removing a common barrier getting their claim sorted.