Jobs-to-be-Done Redesign
Role: Product Designer
Type: iOS and Android
Responsibilities: Recruitment, Interviews, UX/UI
Assurant’s protection plan program, combined with the Pocket Geek Mobile app, creates a comprehensive solution that helps wireless providers drive subscriber value and engagement while providing access to new revenue streams. For over 300 million consumers around the world, Assurant delivers end-to-end protection solutions for a seamless customer experience.
Jobs-to-be-Done Redesign
Role: Product Designer
Type: iOS and Android
Responsibilities: Recruitment, Interviews, UX/UI
Assurant’s protection plan program, combined with the Pocket Geek Mobile app, creates a comprehensive solution that helps wireless providers drive subscriber value and engagement while providing access to new revenue streams. For over 300 million consumers around the world, Assurant delivers end-to-end protection solutions for a seamless customer experience.
Jobs-to-be-Done Redesign
Role: Product Designer
Type: iOS and Android
Responsibilities: Recruitment, Interviews, UX/UI
Assurant’s protection plan program, combined with the Pocket Geek Mobile app, creates a comprehensive solution that helps wireless providers drive subscriber value and engagement while providing access to new revenue streams. For over 300 million consumers around the world, Assurant delivers end-to-end protection solutions for a seamless customer experience.
Jobs-to-be-Done Redesign
Role: Product Designer
Type: iOS and Android
Responsibilities: Recruitment, Interviews, UX/UI
Assurant’s protection plan program, combined with the Pocket Geek Mobile app, creates a comprehensive solution that helps wireless providers drive subscriber value and engagement while providing access to new revenue streams. For over 300 million consumers around the world, Assurant delivers end-to-end protection solutions for a seamless customer experience.
Background
The Pocket Geek team gathered inputs from clients, users, stakeholders and other business teams. While collecting this data, it become apparent that the business strategy had evolved and clients wanted Pocket Geek to become a more integral part of the protection bundle.
Business Need
Redesign the Pocket Geek app to include coverage details, claims, tech support, diagnostics, cybersecurity features, and enable B2B2C white labeling.
Use Goal
Effortlessly access and interact with insurance coverage information, claims, tech support, self-help content, built-in diagnostics and cybersecurity features.
Background
The Pocket Geek team gathered inputs from clients, users, stakeholders and other business teams. While collecting this data, it become apparent that the business strategy had evolved and clients wanted Pocket Geek to become a more integral part of the protection bundle.
Business Need
Redesign the Pocket Geek app to include coverage details, claims, tech support, diagnostics, cybersecurity features, and enable B2B2C white labeling.
Use Goal
Effortlessly access and interact with insurance coverage information, claims, tech support, self-help content, built-in diagnostics and cybersecurity features.
Background
The Pocket Geek team gathered inputs from clients, users, stakeholders and other business teams. While collecting this data, it become apparent that the business strategy had evolved and clients wanted Pocket Geek to become a more integral part of the protection bundle.
Business Need
Redesign the Pocket Geek app to include coverage details, claims, tech support, diagnostics, cybersecurity features, and enable B2B2C white labeling.
Use Goal
Effortlessly access and interact with insurance coverage information, claims, tech support, self-help content, built-in diagnostics and cybersecurity features.
Background
The Pocket Geek team gathered inputs from clients, users, stakeholders and other business teams. While collecting this data, it become apparent that the business strategy had evolved and clients wanted Pocket Geek to become a more integral part of the protection bundle.
Business Need
Redesign the Pocket Geek app to include coverage details, claims, tech support, diagnostics, cybersecurity features, and enable B2B2C white labeling.
Use Goal
Effortlessly access and interact with insurance coverage information, claims, tech support, self-help content, built-in diagnostics and cybersecurity features.
The Pocket Geek team gathered inputs from clients, users, stakeholders and other business teams. While collecting this data, it become apparent that the business strategy had evolved and clients wanted Pocket Geek to become a more integral part of the protection bundle.
The Redesign
The Redesign
The Pocket Geek team gathered inputs from clients, users, stakeholders and other business teams. While collecting this data, it become apparent that the business strategy had evolved and clients wanted Pocket Geek to become a more integral part of the protection bundle.
The Redesign
The Pocket Geek team gathered inputs from clients, users, stakeholders and other business teams. While collecting this data, it become apparent that the business strategy had evolved and clients wanted Pocket Geek to become a more integral part of the protection bundle.
The Redesign
The Pocket Geek team gathered inputs from clients, users, stakeholders and other business teams. While collecting this data, it become apparent that the business strategy had evolved and clients wanted Pocket Geek to become a more integral part of the protection bundle.
Jobs-to-be-Done Framework
We wanted to understand our product's role in our users' lives and discover opportunities to improve the overall user experience. We first outlined the type of customer we wanted to interview. The team decided to contact users that were enrolled in the protection plan and had download the app within the past 60 days.
Jobs-to-be-Done Framework
We wanted to understand our product's role in our users' lives and discover opportunities to improve the overall user experience. We first outlined the type of customer we wanted to interview. The team decided to contact users that were enrolled in the protection plan and had download the app within the past 60 days.
Jobs-to-be-Done Framework
We wanted to understand our product's role in our users' lives and discover opportunities to improve the overall user experience. We first outlined the type of customer we wanted to interview. The team decided to contact users that were enrolled in the protection plan and had download the app within the past 60 days.
Jobs-to-be-Done Framework
We wanted to understand our product's role in our users' lives and discover opportunities to improve the overall user experience. We first outlined the type of customer we wanted to interview. The team decided to contact users that were enrolled in the protection plan and had download the app within the past 60 days.
Interview Debrief
Each team member conducted interviews while other listened and took notes of the interview. After each interview, the team debriefed by using a “forces diagram” to map customers’ main main motivations for using our app as well as any existing habits and anxieties.
Interview Debrief
Each team member conducted interviews while other listened and took notes of the interview. After each interview, the team debriefed by using a “forces diagram” to map customers’ main main motivations for using our app as well as any existing habits and anxieties.
Interview Debrief
Each team member conducted interviews while other listened and took notes of the interview. After each interview, the team debriefed by using a “forces diagram” to map customers’ main main motivations for using our app as well as any existing habits and anxieties.
Interview Debrief
Each team member conducted interviews while other listened and took notes of the interview. After each interview, the team debriefed by using a “forces diagram” to map customers’ main main motivations for using our app as well as any existing habits and anxieties.
Our Users
After our interview debriefs we started to see patterns within our users that helped us identify user persons. Based on their motivations, goals, and frustrations, we grouped users into three distinct user types.
The Reactive Customer
This customer’s device is already damaged, and they’re using the app to estimate the cost of filing a claim. It might be some time before they have the funds to replace it.
The Plan-Ahead Customer
This customer values the peace of mind that comes with device protection and is proactive by downloading the app prior to having an issue.
The Self-Help Customer
This customer uses the app to learn about their device and has the confidence to troubleshoot issues on their own with the aid of device guides and articles.
Our Users
After our interview debriefs we started to see patterns within our users that helped us identify user persons. Based on their motivations, goals, and frustrations, we grouped users into three distinct user types.
The Reactive Customer
This customer’s device is already damaged, and they’re using the app to estimate the cost of filing a claim. It might be some time before they have the funds to replace it.
The Plan-Ahead Customer
This customer values the peace of mind that comes with device protection and is proactive by downloading the app prior to having an issue.
The Self-Help Customer
This customer uses the app to learn about their device and has the confidence to troubleshoot issues on their own with the aid of device guides and articles.
Our Users
After our interview debriefs we started to see patterns within our users that helped us identify user persons. Based on their motivations, goals, and frustrations, we grouped users into three distinct user types.
The Reactive Customer
This customer’s device is already damaged, and they’re using the app to estimate the cost of filing a claim. It might be some time before they have the funds to replace it.
The Plan-Ahead Customer
This customer values the peace of mind that comes with device protection and is proactive by downloading the app prior to having an issue.
The Self-Help Customer
This customer uses the app to learn about their device and has the confidence to troubleshoot issues on their own with the aid of device guides and articles.
Our Users
After our interview debriefs we started to see patterns within our users that helped us identify user persons. Based on their motivations, goals, and frustrations, we grouped users into three distinct user types.
The Reactive Customer
This customer’s device is already damaged, and they’re using the app to estimate the cost of filing a claim. It might be some time before they have the funds to replace it.
The Plan-Ahead Customer
This customer values the peace of mind that comes with device protection and is proactive by downloading the app prior to having an issue.
The Self-Help Customer
This customer uses the app to learn about their device and has the confidence to troubleshoot issues on their own with the aid of device guides and articles.
Aha! Moment
Users were unaware of the extra services included with their protection plans, like backup and antivirus. To address this, we aimed to make these services more visible and accessible.
Aha! Moment
Users were unaware of the extra services included with their protection plans, like backup and antivirus. To address this, we aimed to make these services more visible and accessible.
Aha! Moment
Users were unaware of the extra services included with their protection plans, like backup and antivirus. To address this, we aimed to make these services more visible and accessible.
Aha! Moment
Users were unaware of the extra services included with their protection plans, like backup and antivirus. To address this, we aimed to make these services more visible and accessible.
Ideation of “My Benefits”
The team created user flows and wireframes and collected user and stakeholder feedback. I was most interested in the benefits section of our offer and I focused on that section of the application during the wireframe phase of the project.
Ideation of “My Benefits”
The team created user flows and wireframes and collected user and stakeholder feedback. I was most interested in the benefits section of our offer and I focused on that section of the application during the wireframe phase of the project.
Ideation of “My Benefits”
The team created user flows and wireframes and collected user and stakeholder feedback. I was most interested in the benefits section of our offer and I focused on that section of the application during the wireframe phase of the project.
Ideation of “My Benefits”
The team created user flows and wireframes and collected user and stakeholder feedback. I was most interested in the benefits section of our offer and I focused on that section of the application during the wireframe phase of the project.
Launch
The launch of this version of the app was received well by users. Assurant Labs continues to user analytic metrics, user feedback + research and business goals to grow the product,
After launch, Assurant Labs incorporated the Matrix team model. Each designer went to work with teams on specific features but joined together in design guild to ensure consistency across the platform. Add more about my role here.
Launch
The launch of this version of the app was received well by users. Assurant Labs continues to user analytic metrics, user feedback + research and business goals to grow the product,
After launch, Assurant Labs incorporated the Matrix team model. Each designer went to work with teams on specific features but joined together in design guild to ensure consistency across the platform. Add more about my role here.
Launch
The launch of this version of the app was received well by users. Assurant Labs continues to user analytic metrics, user feedback + research and business goals to grow the product,
After launch, Assurant Labs incorporated the Matrix team model. Each designer went to work with teams on specific features but joined together in design guild to ensure consistency across the platform. Add more about my role here.
Launch
The launch of this version of the app was received well by users. Assurant Labs continues to user analytic metrics, user feedback + research and business goals to grow the product,
After launch, Assurant Labs incorporated the Matrix team model. Each designer went to work with teams on specific features but joined together in design guild to ensure consistency across the platform. Add more about my role here.
Key Results and Learnings
The Clients
This version of the app was rolled out to customers who enroll in a mobile protection plan with Assurant’s clients, as well as those using the white-label version of Pocket Geek Mobile, include major brands such as T-Mobile, Lowe’s, Vodafone, Dish, Xfinity Mobile, Spectrum Mobile, and Visible.
The Numbers
Launch white label app for over 300 million consumers around the world
What I learned
This project taught me the power of the Jobs to be Done (JTBD) framework and the importance of understanding not just what consumers do, but why they do it. By focusing on the scenarios and underlying energy driving user decisions, the design solution becomes much clearer and more targeted.
Key Results and Learnings
The Clients
This version of the app was rolled out to customers who enroll in a mobile protection plan with Assurant’s clients, as well as those using the white-label version of Pocket Geek Mobile, include major brands such as T-Mobile, Lowe’s, Vodafone, Dish, Xfinity Mobile, Spectrum Mobile, and Visible.
The Numbers
Launch white label app for over 300 million consumers around the world
What I learned
This project taught me the power of the Jobs to be Done (JTBD) framework and the importance of understanding not just what consumers do, but why they do it. By focusing on the scenarios and underlying energy driving user decisions, the design solution becomes much clearer and more targeted.
Key Results and Learnings
The Clients
This version of the app was rolled out to customers who enroll in a mobile protection plan with Assurant’s clients, as well as those using the white-label version of Pocket Geek Mobile, include major brands such as T-Mobile, Lowe’s, Vodafone, Dish, Xfinity Mobile, Spectrum Mobile, and Visible.
The Numbers
Launch white label app for over 300 million consumers around the world
What I learned
This project taught me the power of the Jobs to be Done (JTBD) framework and the importance of understanding not just what consumers do, but why they do it. By focusing on the scenarios and underlying energy driving user decisions, the design solution becomes much clearer and more targeted.
Key Results and Learnings
The Clients
This version of the app was rolled out to customers who enroll in a mobile protection plan with Assurant’s clients, as well as those using the white-label version of Pocket Geek Mobile, include major brands such as T-Mobile, Lowe’s, Vodafone, Dish, Xfinity Mobile, Spectrum Mobile, and Visible.
The Numbers
Launch white label app for over 300 million consumers around the world
What I learned
This project taught me the power of the Jobs to be Done (JTBD) framework and the importance of understanding not just what consumers do, but why they do it. By focusing on the scenarios and underlying energy driving user decisions, the design solution becomes much clearer and more targeted.
Let’s chat about the next big thing
I’m available for work
Get in touch
2024 © STEPHANIE DANIELS
Let’s chat about the next big thing I’m available for work
Get in touch
2024 © STEPHANIE DANIELS
Let’s chat about the next big thing
I’m available for work
Get in touch
2024 © STEPHANIE DANIELS
Let’s chat about the next big thing
I’m available for work
Get in touch
2024 © STEPHANIE DANIELS