Challenge
Personal TechPro empowers users to unlock the full potential of their connected devices through a tech support feature set.
Business needs prioritized increased user engagement with PTP features, as well as maintaining a competitive advantage over other products in this space.
Business needs prioritized increased user engagement with PTP features, as well as maintaining a competitive advantage over other products in this space.
Background
Tools: Sketch, InVision, Usability Hub, Orange La Croix
Timeline: 1.5+ years
Personal TechPro is the tech support component of the Pocket Geek mobile app. This cross-platform mobile app is commonly provided to consumers by wireless carriers packaged within device insurance plans.
As a Product Designer at Assurant Labs, I work on the Personal TechPro team. I operate under the guidance of a Senior Design Manager, and work alongside a Product Owner, Engineering Manager, and 3 Engineers.
Timeline: 1.5+ years
Personal TechPro is the tech support component of the Pocket Geek mobile app. This cross-platform mobile app is commonly provided to consumers by wireless carriers packaged within device insurance plans.
As a Product Designer at Assurant Labs, I work on the Personal TechPro team. I operate under the guidance of a Senior Design Manager, and work alongside a Product Owner, Engineering Manager, and 3 Engineers.
Process
Following a user-centered design process helped us identify areas of opportunity to deliver on user needs, and consistently improve user experience with each iteration.
User Research
Following the Jobs-To-Be-Done interview framework, we gained insight from conversations with real users.
This research provided 3 primary takeaways:
Following the Jobs-To-Be-Done interview framework, we gained insight from conversations with real users.
This research provided 3 primary takeaways:
1. Most users rely on search engine searches to solve their tech issues
2. Users prefer content referencing their specific device model
3. Users appreciate live support when easily available
2. Users prefer content referencing their specific device model
3. Users appreciate live support when easily available
Source: Jobs-To-Be-Done
Timed rounds of sketching followed by dot voting
Design Workshops
Facilitating design charrette workshops helped spark ideation, provide technical insight, and generate buy-in across the Personal TechPro team.
Facilitating design charrette workshops helped spark ideation, provide technical insight, and generate buy-in across the Personal TechPro team.
Journey Mapping
It was important to understand the end-to-end experience our product existed in.
Low-Fidelity Wireframes
Staying lo-fi early on helped us work out ideas prior to spending time perfecting pixels.
It was important to understand the end-to-end experience our product existed in.
Low-Fidelity Wireframes
Staying lo-fi early on helped us work out ideas prior to spending time perfecting pixels.
Mapping the full customer experience
Interactive Prototypes
Working with our internal design system, I created interactive prototypes composed of pixel-perfect mockups. This helped us understand the holistic experience and identify any inconsistencies or areas of friction.
Working with our internal design system, I created interactive prototypes composed of pixel-perfect mockups. This helped us understand the holistic experience and identify any inconsistencies or areas of friction.
Rapid User Testing
When experiencing times of uncertainty, we looked for user input from testing platform Usability Hub to get quick user feedback with 1-click tests, preference tests, design surveys, and other rapid testing methods.
When experiencing times of uncertainty, we looked for user input from testing platform Usability Hub to get quick user feedback with 1-click tests, preference tests, design surveys, and other rapid testing methods.
Solution
To help differentiate PTP from search engines when it came to solving tech issues, we provide instant access to live tech support, a device-specific troubleshooting wizard, how-to content, and remote support features in the form of Camera Share and Screen Share.
Live Tech Support
Users don't want to dig for a phone number on a contact page, or manipulate a chat bot to connect to a real person.
Personal TechPro provides single-tap access to live help via call or chat across the app via a floating tech support button.
Users don't want to dig for a phone number on a contact page, or manipulate a chat bot to connect to a real person.
Personal TechPro provides single-tap access to live help via call or chat across the app via a floating tech support button.
How-To Guides
Easy-to-follow, step-by-step guides help users complete tasks at their own pace accompanied by a device simulator.
Troubleshoot
Troubleshoot is a device-specific tool to help users self-diagnose and overcome common tech issues driven by a if-this-then-that algorithm.
Troubleshoot is a device-specific tool to help users self-diagnose and overcome common tech issues driven by a if-this-then-that algorithm.
Remote Support
By utilizing Screen Share and Camera Share, agents get an up-close look when tackling complex tech challenges.
By utilizing Screen Share and Camera Share, agents get an up-close look when tackling complex tech challenges.
Results
"This app helps me keep my phone running like the day I got it. It also teaches me tricks and shortcuts so I can get things done faster. Lifesaver!"
- Kate C
"The tech support is awesome they just helped me fix a issue with my touch screen and it's working like it's brand new now and all of the other features in this app are a must have thanks Pocket Geek Mobile"
- Sebastian G
During my 2+ years embedded in the Personal TechPro product, design iterations consistently increased user engagement across all features, exceeding business expectations.
In follow-up user interviews, we found users especially appreciated device-specific content, and found great value in remote support capabilities when troubleshooting tech issues.
- Kate C
"The tech support is awesome they just helped me fix a issue with my touch screen and it's working like it's brand new now and all of the other features in this app are a must have thanks Pocket Geek Mobile"
- Sebastian G
During my 2+ years embedded in the Personal TechPro product, design iterations consistently increased user engagement across all features, exceeding business expectations.
In follow-up user interviews, we found users especially appreciated device-specific content, and found great value in remote support capabilities when troubleshooting tech issues.
What I Learned
Good design is a result of good collaboration. I found it very rewarding tackling design challenges on a cross-functional team. I often found some of the most refreshing and interesting ideas were added by teammates with expertise outside design.
Further, a portion of PTP's content was powered by outside vendors. I found it critical to practice optimal communication when working with these offsite teams. Thorough documentation and attention to detail around spec and design expectations were consistently worth the investment in assuring quality results.
Further, a portion of PTP's content was powered by outside vendors. I found it critical to practice optimal communication when working with these offsite teams. Thorough documentation and attention to detail around spec and design expectations were consistently worth the investment in assuring quality results.
