A dated, unintuitive system for creating and selling home warranties had become untenable for this client. I helped overhaul the design of the portal to reduce calls, increase usage, and drive up sales.
As a leading home warranty provider, this client services more than 2 million customers via a massive network of home service professionals.
It was convoluted, difficult to navigate, and didn’t serve account executives who needed a place to manage multiple territories. Usage was lagging, with some agents preferring to phone in their orders, creating a backlog. The experience was in dire need of a usability upgrade.
We started with wireframes to explore different ways to organize and connect different types of actions and tasks. Order creation and management were the biggest priorities of the redesign. I worked closely with the client and their user proxies to understand the business logic involved in each sale, while ensuring that the focus of the project remained on creating a better end user experience.
To improve usage, we needed users to feel comfortable whether they were using this tool once a week or once a quarter. One thing we really honed in on was the flow for creating a new order, a core feature of the site. Under the skin, the flow is essentially one long form–but in the new designs, I presented it as a guided, step-by-step process to reduce the cognitive load on the user. We also added the ability to save your work and continue later, anticipating that many users may not have time to complete the full journey in one sitting.
A secondary role, Account Executive, also needed to be taken into consideration. AE’s could see details of dozens of orders across multiple territories, with each order containing a lot of information and key actions to take. Using the client’s existing design system, I built this part of the dashboard with a close eye on text hierarchy and legibility, striving to keep everything visually organized so as not to be overwhelming.
And most importantly, sales of home warranties went up. It was a major win for the client and helped bolster our working relationship for future projects.