ALPHA HORIZON
My role - Product designer
Starting in 2019 working full time on the migration from RTM to Horizon migration. This enterprise call center software allowed agents to efficiently navigate phone calls and assist customers in adding their devices, and expediting the claim process.
High level outcomes
In just half a year
- Cost reduction of $70,549 on claim calls, computed at a rate of $0.06 per minute
- Implemented our new design system to all claims flows
- Led research efforts to empathize with our call center agents
What is it?
Alpha Horizon is our in house enterprise call center software that lets call center agents use for Asurion claims. These claims are for tech products and also Alpha horizon hosts others clients like Amazon and AT&T for their customers to make a claims on their stolen, broken or malfunctioning products.
High Fidelity Designs
Claims
Let's say you break your iPad. You call our agents and they schedule an expert to get you a new device or get you reimbursed for the device.
Features I've worked on
PRODUCT REGISTRATION
We're updating our system from RTM to Horizon. When customers claim for their connected home devices, they have to give us details about them. Getting these details right helps agents make decisions faster, save time, and make customers happier.
INCIDENT REPORTING
Our team leveraged a spreadsheet of questions an agent typically asks the customer to help diagnose their issue. At the same time, use open-ended text fields to capture a full description of the customer issue. In just 5 months of this launch the number of device registrations went up 30% by by the end 2020!!
How to eat a whale?
Small bites at a time
As we delved into the beta test and presented the flows to users, we noticed certain pain points, one of which was the absence of a feature that would allow technicians to assign attributes about names to other family members' devices within the software. This seemingly small issue had a significant impact on their workflow. Additionally, they expressed a desire for the software to be more intuitive, particularly for new call center agents who required less training. We promptly addressed this need by simplifying the user interface and enhancing usability.
Research
I facilitated a research campaign to kick this project off to learn how agents are using Alpha horizon for home plus claims.
Chair Sitting & Focus Group methodology
