Caitlyn Marsh
Designer
In the summer of 2019, Asurion launched a new Same Day Delivery & Setup service for mobility insurance customers—if someone's phone breaks or is lost, we'll offer them the option to get it replaced same-day, with a white glove setup experience i

Asurion Field

I work as the design lead for Asurion Field—an enterprise mobile app that enables over 1 million same day delivery and phone repair jobs each year.

In the summer of 2019, Asurion launched a new Same Day Delivery & Setup service for mobility insurance customers—if someone's phone breaks or is lost, we'll offer them the option to get it replaced same-day, with a white glove setup experience i

In the summer of 2019, Asurion launched a new Same Day Delivery & Setup service for mobility insurance customers—if someone's phone breaks or is lost, we'll offer them the option to get it replaced same-day, with a white glove setup experience included at no additional cost to them.

Since then, the service has scaled to several new job types, including remote repair jobs for UbreakIfix and major appliance repair jobs—and is projected to support more than 1.1 million jobs this year (an almost 300% increase year over year).

High-level outcomes Lead design on a cross-functional team across product & engineering to quickly test new features, learn from our users, and rapidly iterate Enabled sales in new channels, a key driver of Asurion’s annual revenue Organize

High-level outcomes

Lead design on a cross-functional team across product & engineering to quickly test new features, learn from our users, and rapidly iterate

Enabled sales in new channels, a key driver of Asurion’s annual revenue

Organized and executed a number of pilots and experiments to determine what new services to offer and features to build to drive the most value (while weighing long term scalability and business needs)

When experts open the app to start their day, they'll see all their jobs to complete and any inventory pickup tasks they need to do. The app provides all the details they need—customer contact information, address, job details, etc—basically everyth

When experts open the app to start their day, they'll see all their jobs to complete and any inventory pickup tasks they need to do. The app provides all the details they need—customer contact information, address, job details, etc—basically everything short of the actual navigation (we decided to leave that one to Google Maps 😉).

Here's what one of our job flows looks like with boxes & arrows, if you're into that (and also some WIP notes on where we can improve #alwaysbetter)👇🏻

And we can't forget about our customers Our primary KPIs relate to the expert experience, but we can't achieve any of them without making sure the customer has a good experience. So while we spend most of our time iterating within the Field app,

And we can't forget about our customers

Our primary KPIs relate to the expert experience, but we can't achieve any of them without making sure the customer has a good experience. So while we spend most of our time iterating within the Field app, we've also created a customer-facing site called **Track My Expert**, where customers can track their expert's location on a map while they're on their way to deliver and setup their replacement phone.

Some other key features launched We're constantly doing research and staying in touch with our users to determine what to design and build next. A few big (and others seemingly small but with a big impact) features we've added and things we chang

Some other key features launched

We're constantly doing research and staying in touch with our users to determine what to design and build next. A few big (and others seemingly small but with a big impact) features we've added and things we changed driven by user feedback include:

In-app expert metrics

Ability to enroll a customer in one of Asurion's other services from any point in the job flow (and recapture nearly $2 million in customer lifetime value)

View history of a service order, including notes & photos, for Major Appliance repair jobs

Push notifications to alert techs if a job is cancelled or if a new job is added to their schedule for the day