Developed and Designed Their iOS, Android, and Website Applications

Client: American Guardian Warranty Services (AGWS)
Industry: Automotive Warranty and Insurance
Role: Senior UX/UI Designer
Project Team: Project Manager, Developers, Stakeholders
Objective: Solve top call center issues by designing intuitive iOS, Android, and web applications that improve user experience, reduce inquiries, and address user pain points.

American Guardian Warranty Services (AGWS) sought to enhance their digital experience for clients managing vehicle warranties. The goal was to address top call center inquiries by creating intuitive applications that cater to various user needs, including filing claims, accessing warranty information, and locating dealers.

The primary task was to address the top 10 reasons users called the support center. Initially, the focus was on providing contract coverage details. Through research, I uncovered a deeper issue: users often asked about coverage because they had immediate problems with their vehicles and were unsure where to get repairs. This insight revealed an unmet need to locate approved service stations, particularly for users traveling across states with varying requirements.

Additionally, the app needed to allow dealers to order materials and provide state-compliant legal documents for clients to sign. The challenge was to simplify complex workflows for distinct user groups.

• Conducted research, including interviews with call center staff and observing user interactions, to understand user pain points.
• Designed prototypes, wireframes, and mockups using Figma, InVision, and Adobe Creative Suite.
• Collaborated with developers to align designs with technical requirements in an Agile environment.
• Presented design updates to stakeholders and incorporated feedback to ensure alignment with business goals.
• Designed and developed the AGWS website using WordPress to support the broader digital ecosystem.

Collaboration with the project team was critical to success:

• Worked closely with the Project Manager to align on priorities and receive approvals.
• Partnered with Developers to implement designs and ensure seamless functionality.
• Engaged with Stakeholders to present concepts and gather directional input.
• Consulted with Product Managers and IT to ensure compliance with state-specific requirements

• Reduced Call Center Inquiries: Addressed common questions by providing detailed contract coverage and integrating a map of approved dealers, available 24/7 via the app.
• Enhanced User Experience: Users gained immediate access to the information they needed, reducing stress and improving satisfaction.
• Operational Efficiency: Customer service teams could focus on complex issues instead of repetitive inquiries.
• Business Growth: The app created opportunities for future sales and strengthened relationships with approved dealers by directing clients to their services.

This project demonstrated the value of thorough user research and its role in uncovering hidden needs. By addressing the root causes of call center inquiries, we created a user-friendly solution that aligned with business objectives and improved the client experience.

• Proactive Learning is Essential: Diving into unfamiliar territory expanded my skill set and was crucial to the project’s success.
• Effective Communication Bridges Gaps: Regular interactions with the developer, product manager, and stakeholders ensured alignment and facilitated smoother project progression.
• User Needs Drive Design: Prioritizing end-users’ challenges led to a more effective and appreciated solution.
• Design for Scalability: Creating adaptable design systems ensures longevity and broader applicability across products.
• Embrace Challenges: Tackling complex problems under pressure enhanced my problem-solving skills and confidence.