Business Challenge

Design a customer-driven, omnichannel solution that will provide insights and understanding of the entire customer lifecycle.

Our engagement focused on analyzing the current state customer experience to identify critical pain points and experience breakdown. Based on our research we were able to shift Safelite from being order centric to household centric by creating an omnichannel experience.

My Role

Experience Strategy

UX + Visual Design

Research

Personas

Customer

Field Technician

Customer Service Representative

Discover | Observe 

All of our projects start with the define stage to help us frame the business challenge. From there we conduct immersive ethnographic research to understand and empathize with the target personas.

Based on the conducted research and current state mapping, we began to understand the breakpoint in the experience. The observations and design workshops, allowed us to mapped out the future state customer experience.

Design | Wireframe

As we defined the possible omnichannel experience, we created wireframes and prototypes for both the customer and field technician to help validate our proposed journey.  The wireframes exposed new opportunities for engagement and helped us understand the overall steps taken by both personas.

CUSTOMER

The customer app focused on providing ease of damage evaluation with quote accuracy, process transparency, and knowledge.

Field Technician

For the field technicians, we focused on schedule visibility, routing, truck inventory management, customer and vehicle details, installation guidance, and support.

Deliver

To help the executive team understand the experience we leveraged printed persona boards and clickable prototypes to tell a narrative story and bring the ideas to life. 

Persona Boards 30x60

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