Self-service

The problem

Customers did not have the ability to update their contact info within the mobile app which resulted in a significant increase in customer support calls.

My role

Leading design from concept to execution.

As the lead designer, I was responsible for:

• Conducting an audit of self-service experiences across industry leading mobile apps.
• Creating prototypes for user testing.
• Conducting user testing to gather feedback on the proposed self-service experience.
• Sharing high-fidelity prototypes and designs to stakeholders across the organization to demonstrate how a particular interaction will work and get feedback on technical feasibility.
• Working closely with engineering and QA to ensure a quality deliverable.

How I led it

I was the solo product designer on the Citizens self-service work, working across iOS & Android with one product manager, two developers, and one QA engineer. The work meant aligning stakeholders across the organization: legal, customer service, content, and engineering.

The hardest call was documenting new design patterns and creating our own component library, because we were in the midst of transitioning from Sketch to Figma.

The tradeoff was testing. We didn't test the proposed designs, due to the user research team's resource and time constraints.

The work

From first concepts to shipped screens.

Outcome

The project met it’s goals:

• Customers are now able to update their contact info within the mobile app.

Deliverables

Testimonial