Asurion Premium Service
Company Asurion
Introduction Date August 1, 2017
Project Website
Why is this project worthy of an award?
It’s exciting getting a new smartphone, but that excitement can quickly turn into frustration when contacts, photos and calendars aren’t syncing, favorite apps need to be re-downloaded, email accounts added and more. It’s time consuming, stressful and keeps you from your day. Each year, 175 million smartphones are purchased in the U.S. and over one billion are purchased globally. Of those, 80% of customers purchasing a new smartphone have issues setting them up. If someone needs help with their new phone, they can drive back to the crowded store and wait to speak with someone. Or sheepishly ask friends. Or spend hours searching for an answer. No solution exists that helps them make sure their new phone feels as comfortable as their old one, until now. Asurion’s Premium Service helps customers feel confident and in charge of their new phone from the minute they purchase it. Our global, white-labeled service gives customers instant access to thousands of tech experts who can answer all their questions – via messaging or call – and guide them every step of the way. The experience starts in the carrier store during check-out. The sales rep schedules a setup appointment with an Asurion expert, so the customer leaves feeling confident the support they need is there. An email confirmation suggests important information to have on hand for their appointment. If the customer feels proactive, they can download our white-labeled app and see a setup checklist so they know what to expect during their appointment or jump into it by clicking on each item for a step-by-step walk through. Fifteen minutes before the appointment, customers receive a reminder notification with the name of the expert that will reach out. During the appointment, which can be done through messaging or call from the app, the expert helps transfer important content and apps, demonstrates new phone features, and answers any questions about connecting to or helping with other devices or services they have. We never make customers feel rushed or foolish for having questions. Customers can also give their expert permission to remote-in to their smartphone. This allows the expert to see the screen, circling items to help customers better navigate, or do the work for the customer. They can also simultaneously talk and message to share information like how-to videos or articles. After the appointment, the expert will check in the following day to see how the customer is doing with their new phone and help with additional questions. And it doesn’t stop there. We’re there for customers any time they have a question or even when they crack their screen. Our easy web and app interfaces allow customers to schedule a time and a place for a same day repair, minimizing further interruptions. Customers never have to worry about how to “figure it out” again. Asurion’s Premium Service and its thousands of experts have already helped millions of customers painlessly get their new phone up and running, so they can get back to the important things in life.
What else would you like to share about your design? Why is it unique and innovative?
The experience we developed allows consumers to get convenient help that has never existed for their smartphone and every device that it connects with. Knowing that each customer is different, we created a service that is personalized for every interaction, allows the customer to interact through their channel of preference (messaging, voice or self-help), and is designed to eliminate customer frustration from the moment they purchase their new phone and beyond. Platform When a customer signs up for our service at the point of sale, we receive the make and model of their old and new phone, store location and sales rep. Using Artificial Intelligence, we remove the need for forms or verification hurdles, so the user experience is painless. AI also learns from the conversations and interactions our customers have with our experts allowing us to better deliver self-help and relevant advice through the app, web, email and content guides. The result is the translation of complex information into simple and immediate solutions. Since we help people of all ages and levels of tech savviness, we never leave a customer stranded. They can contact us in the manner that is most comfortable for them by simply typing in a question to start a chat, tapping to speak with an expert or clicking on a Do-It-Yourself video. Starting conversations about something you don’t understand can be challenging, so our conversational tone is reminiscent of chatting with a friend. Plus, we’ve eliminated the pain and panic of losing a chat session. Message histories are available to the customer and the expert, so the customer can go on with their day and pick up their conversation after running an errand or cooking dinner. No more starting over with a new expert or re-explaining issues. Experts The last thing a frustrated customer wants is to speak with someone who they can’t understand or who can’t understand them. Our experts are local-country based to make sure we can empathize with the customer and are familiar with the phone experience as the customer knows it. Having thousands of experts allows us to cover or assist with any topic a customer has with their phone and anything it connects with. We use machine learning and AI to keep our experts, experts. Our technology constantly monitors social media, tech blogs and media sources for new releases, updates, or outages across the globe. We have developed a streamlined process allowing us to quickly alert our experts to the latest news so we can anticipate our customers’ needs. We also use AI to more quickly diagnose issues when a customer and expert are interacting. Our technology serves up the right solutions to our experts, many times before the customer has fully explained the issue. This allows for quicker answers and more satisfied customers. Asurion is making technology simple and surprisingly enjoyable for 300 million customers around the world, with an average star rating of 4.7 out of 5.0 across 10 million plus reviews.
Who worked on the project?
• Adi Aloni, Design • Stefanie Sexton, Design • Carey Trost, Product • Dana Gabor, Product • Ben Jones, Product • Mike Dolezal, Product • Praneeth Alla, Engineering • Jeff Connell, Marketing • Pradeep Rao, Analytics • Katie Schaeffer, Client Solutions • Maria Pinchevsky, Customer Solutions
View the project video: https://www.dropbox.com/s/wwov6jwkow43vb2/Asurion_Fast%20Company%202.0_FINAL.mp4?dl=0
Audience Builder
Company Bluecore
Introduction Date January 2, 2017
Project Website https://demo.bluecore.com/admin/audiences/124rivington/new (username: bluecoredesignteam@gmail.com/password: bluecore2018)
Why is this project worthy of an award?
Enterprise software has historically not prioritized design. However, at Bluecore we have taken a design-first approach in everything that we build. Marketing organizations at the largest retail organizations live or die by their ability to communicate with the right audiences of their customers. Using our audience builder, Marketing organizations at the largest retailers in the world, including Nike, Under Armour, Staples, CVS, and more, went from confusing interfaces from internal tools or waiting weeks to get audiences of customers from SQL junkies to being able to easily pull audiences in 30 seconds with Bluecore. Bluecore ingests and unifies terabytes of hundreds of retailers' customer, website, and product catalog data to enable the creation of extremely targeted audience segments for use in email marketing campaigns. Until recently, only highly trained internal users were able to create audience segments using SQL. This was sufficient for our internal engineers, but our primary users, retail marketers, are not as technically savvy and needed an easy workflow for building advanced audiences. As such, the design team identified solution that allowed our users to create highly targeted audience segments autonomously. We started with user research, where we got to know our users, visualized their workflows, discovered their common pain points, and identified their goals. We discovered a few key findings that will guided our design process: (1) Abstract SQL into semantics our users are well-versed in (i.e. as close to plain english as possible) (2) Organize filters into logical groupings (3) Use familiar interactions that maps to users’ mental models Armed with these findings, we began a few rounds of designing, prototyping, testing and iterating. Since launch, we've closely tracked key metrics and user feedback, which influenced numerous improvements and updates. The result is an intuitive customer-facing Audience Builder UI that is easy to use for non-technical users while still flexible enough for building target audience groups using complicated queries that include combinations of user attributes and behaviors, including email engagement, customer behaviors, and the product catalog.
What else would you like to share about your design? Why is it unique and innovative?
* Applying consumer thinking to enterprise products - Enterprise software is not known for strong design, but we approached this project as if we were designing a consumer product. As such, we’ve received numerous feedback that this is a product our users delight in using. * Data visualization - Using data visualization, we were also able to add in complex AI/predictive filters that are geared towards email marketers, not Data Scientists. * Loading animation - While our system parses through terabytes of data pretty quickly relative to competitors, there is still a waiting period. We created an engaging and informative loading animation to keep users updated on what the system is doing and to reduce perceived wait time. * Audience library - We created a library of pre-built filters that users can modify, covering the most common use cases. * Visual cues - Using a donut chart, we highlight the filter segment on hover to show relative size. * Real-time validation - By showing a sampling of the query, users can immediately validate whether the audience segment they created matches what was intended.
Who worked on the project?
Connie Chau - Product Designer Amber Tunnell - Product Manager Max Bennett - SVP of Product Bahar Shah, Zach Gawlik, Istvan Hevele, James Lewis - Software Engineers
View the project video: http://recordit.co/B9F5EG5eg2
AutoCAD Web
Why is this project worthy of an award?
The tech world is entering a new era of web applications, where the lines between web, desktop, and mobile devices are blurring. We designed a first-of-its-kind application that took AutoCAD, a 35-year-old desktop product (with code older than the Internet itself), and re-fit it for the web, overcoming the habits and notions of an exceptionally acclimated customer base to build a product that satisfies the expectations and instincts of both the experienced user and the relative novice. The Design Challenge Developing AutoCAD for the browser, we wanted to use the opportunity to reexamine our design choices in the AutoCAD experience. A multi-year technical undertaking was recently completed to create a common core code base that offers new opportunities to create cohesive experiences and require new partnerships across international web, mobile and desktop teams. While maintaining the power, precision, and familiarity of the AutoCAD desktop application, we aimed to create a streamlined and easy-to-learn experience—balancing the experience needs and expectations of both existing and future customers. Our Design Approach We anchored this goal in 3 design principles, phrased as customer desires: 1. "I want the real deal" 2. "It's an extension of my mind" 3. "I want to learn the right way" As with all great design, we wanted to create a research program that would support our convictions. We needed to make some decisions about what workflows and interactions to focus on. How do we take a tool that is used by thousands of industries, in hundreds of different roles, for thousands of different purposes and create a minimal loveable product that we can grow in an agile and meaningful way for our customers? We did robust user research over the course of a year to develop customer insights, design principles and a Journey Map using the “Jobs to Be Done” research framework. This helped us focus on the minimal loveable workflows required to have a successful launch. What We Achieved We have found a way to neatly package the power of desktop AutoCAD into curated experiences that enable our legacy customers to maintain their productivity, but also engage the new and potential AutoCAD users in a simple user interface. Design Impact Without a clearly articulated, focused and sustained design approach to guide the huge technical effort of a 35-year-old desktop application, we ensured that a minimal loveable product, driven by customer needs, was delivered to the market. The application is the real deal, that helps new and existing users use tools the right way and it is as intuitive as the muscle memory our customers expect. On this foundational design, we are confident we’ve taken the first step in a broad new horizon for AutoCAD in a browser.
What else would you like to share about your design? Why is it unique and innovative?
Not only are we being recognized by web technology experts for our technical accomplishments of porting at C++ codebase to the Web using WebAssembly (Google), but customers are also raving about the new experiences. We improved some key tools such as Offset, Selection and Trim in a way that was intuitive, more efficient and easier to learn. In fact, AutoCAD experts even asked us to incorporate these improvements in the desktop. This is no small feat. Customer quotes: "That (Trim tool) is quite intuitive...I like that " "That (Offset tool) was easier than expected" "Overall the design is very clean. It's very intuitive...It's not over-complicated. And discovering the different features was relatively easy. So I do like it a lot. It feels like a very condensed, light version of AutoCAD" We are also currently working on patent submissions for design patterns. Some UI components (like managing lists and layers) need to be reconsidered from the ground up when being translated from a desktop environment to a web environment.
Who worked on the project?
Dania El Hassan, Product Manager Vince Bohner, UX Manager Lorne Trudeau, UX Architect Scott Price, UX Lead Cameron Westland, Software Architect Albert Szilvasky, Software Architect Martin Alonso, Engineering Lead Rebecca Pariser, Visual Design
View the project video: https://help.autodesk.com/videos/NyZnVxZTE6cso1ANpEf913Jhcuh7FsHN/video.webm
Axios
Why is this project worthy of an award?
In an increasingly complex information landscape where trust is hard to come by, Axios in its first year has effectively reimagined what a news experience can be when we innovate beyond the trappings of legacy media. - Axios has reinvented short-form journalism in a way that is deeply respectful of its readers' time and attention, incorporating insight and context within a highly constrained format so that readers can get informed quickly and easily. - In its user experience design, Axios borrows the best aspects of stream-based social media platforms like Instagram and Twitter and uses them to create a digitally native news experience that is clear, simple, and intuitive. - Axios's "post-click" design philosophy gives readers everything they need to know directly in the context of the stream, without having to constantly encounter the "do I care enough to click" friction that is common to so many news products. - Visual storytelling plays a central role in Axios's coverage, and the creative approach to both data visualization and editorial illustration have been repeatedly recognized by leaders in the community, from Alberto Cairo to Michael Bierut.
What else would you like to share about your design? Why is it unique and innovative?
At a moment when digital media experiences are rife with intrusive advertising that interrupts and frustrates the reading experience, we stay true to our first principle of being "reader first". Our advertising format is as unique as our editorial format, and both share the express purpose of being respectful of readers' time and attention, their most valuable resources.
Who worked on the project?
Alexis Lloyd, Chief Design Officer Greg Ruben, Director of Product Design Lazaro Gamio, Visuals Editor Rebecca Zisser, Graphic Designer Taylor Poulos, Product Designer Andrew Witherspoon, Visual Journalist, Data Visualization Chris Canipe, Visual Journalist, Data Visualization
View the project video: https://www.youtube.com/watch?v=jeZ9RBMiaLs&feature=youtu.be
Banco Bradesco - next
Why is this project worthy of an award?
Launching a new bank is a large business transformation project, involving substantial changes to core infrastructure and capabilities. With its groundbreaking ‘next’ platform, Bradesco is setting the direction for the rest of the bank’s properties and IT initiatives, and ultimately demonstrating how mobile, new software development practices, and experience-centered approaches can be used to take the business forward. In Bradesco’s long-term program to innovate in financial services, ‘next’ is the tip of the iceberg. Moreover, ‘next’ achieves an innovative mission in this segment: to encourage, inspire, and enable young people—a demanding and entrepreneurial generation of digital natives—to progress in life.
What else would you like to share about your design? Why is it unique and innovative?
While consumers migrate to mobile-only experiences in everything they do, the banking industry has lagged behind. The opportunity was to create an entirely new mobile-only bank that empowers millennials and seamlessly integrates into their lifestyles. We did this by reimagining the banking experience for the digital age, putting design at the core of every decision, and using the newest technology to enable a proactive relationship and innovative features that have never been delivered by any competitor. Designed around the “Make It Happen” brand idea, ‘next’ offers a mobile banking experience that helps customers do more with their money and achieve more in their lives. It’s a full banking service that’s customer centric, using data and context to inform better individual financial decisions.
Who worked on the project?
Fabiano Coura - VP, Managing Director Edson Sueyoshi - VP, Technology and Production Saulo Rodrigues - Executive Creative Director Wagner Veloso, Patricia Belo - Visual Design Ilan Orengel, Bruno Reis - Art Director Mauricio Bina, Tom Vouga - Copywriter Andrea Senise, Tiago Souza, Bruno Jorri - Motion Design Leonardo Jesus, Caroline Bonani - Content Production Flaviano Guerra, Rhaissa Victor, Amanda Zambrana - Production Ismael Pereira - Project Manager Marcio Garcia, Eduardo Rodrigues, Antonio Junior - Technology Andressa Nozue, Julian Gonçalves, Jaqueline Mattioli - Experience Design Karina Corchs, Marcia Aguirre - Strategy Hugo Nakahara - Marketing Sciences Tatiana Haw - Account Director Vicente Silva - Head Of Visual Design
View the project video: http://judgeseyesonly.com/bradesco-next-bank