Mobile App ecosystem for extended warranties

Zopper Assure is an e-warranty programs for consumer electronics. Their warranty coverage commences immediately after the brand warranty expires.

Their aim was to enable every consumer with a mobile app, who are looking to purchase extended warranty programs, check details of bought warranties, file claims online & track live status of filed claims.

As the product designer for the project, I was responsible to lead and execute the experience design from ideation to implementation.

I worked along with the Zopper product team to understand their users, create user flows, wireframes, style guides & high fidelity prototypes.

The process to apply for an extended warranty or filing for a claim is highly scattered and a very big pain point for the customer. With the aim to make life of the end user simple, the client wanted to offer their users a one stop solution for all warranty related needs.

High level goals were to-

• Create one stop experience for the user to purchase and manage warranties
• Make these complicated transactions, simple and intuitive
• Give more control to the consumers on their warranties

01. Understanding the user

Our users are of any age, gender or economic background, basically who are looking to buy extended warranties on their electronics and other durables. Considering the vastness of the user, I interviewed working mothers in our co-working space, to understand their views on extended warranty services available online. What do they think, feel, say or do. Basis their response, I drew an empathy map representing that aided me in my decision making.

02. Market Segment

The market for extended warranty is bifurcated into 5 key market segments

• Coverage
• Application
• Distribution channel
• End user
• Region

03. User flow and Sitemap

I created the user flow & site map based on common tasks that the target user would do on the app. Due to the short time frame for the project, I decided to focus on user flow that also acts as a sitemap. This allowed me to immediately use them to sketch wireframes.

04. Wireframes

With these user flow & site map in mind, I started visualizing the app interface through wireframing. This is just a few preliminary sketches that I did.