AGWS
Problem: Dealers and vehicle owners flooded the call center with warranty questions. I redesigned mobile and web flows to address the top support drivers—including coverage lookup and repair location.
Designed iOS, Android, and web applications to solve top call center issues by improving user experience for clients managing vehicle warranties.
Senior UX Designer
May 2018 – Mar 2019
iOS, Android, Web
Project Manager, Developers, Stakeholders
- •Reduced top call-center inquiry drivers through self-service flows
- •Improved warranty information accessibility on mobile and web
- •Streamlined claims filing and dealer locator experience
- •Enhanced cross-platform consistency for dealer workflows
Introduction
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.
The Challenge
Address the top 10 reasons users called the support center. Through research, discovered users often asked about coverage because they had immediate problems with their vehicles and were unsure where to get repairs.
My Role
As Senior UX Designer, I led research and design for dealer-focused mobile and web experiences—dealer locator, warranty information, and claims filing—working with PMs and developers to reduce support volume.
Figma, Sketch, Miro, Jira
User Research
Analyzed call-center data to rank inquiry drivers, ran dealer surveys, and mapped the broken path from 'my car has a problem' to finding an approved repair location.
- •
Users called support when they had an immediate vehicle problem—not just curiosity
- •
Coverage status and repair location were tightly linked in the user mental model
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Dealers needed fast inventory and quoting workflows on mobile
- •
Cross-state service station search was a frequent friction point
What I Designed
Figma, Sketch, Miro, Jira
Key Solutions
- 01
Designed dealer locator for approved service stations
- 02
Created intuitive warranty information access
- 03
Built claims filing workflow
- 04
Implemented cross-state service station finder
Results
- •
Reduced call center inquiries for top support drivers
- •
Improved warranty information accessibility
- •
Streamlined claims process
- •
Enhanced user experience across iOS, Android, and web
Learnings
When users call support during a stressful moment (vehicle breakdown), self-service has to answer 'Am I covered?' and 'Where do I go?' in two taps—not ten.