HS Consumer Electronics

Project overview

As the UX Design Manager for HomeServe's new product initiative to provide repair coverage for laptops, mobile phones, and TVs, I led a team of UX designers and copywriters to create a responsive UI design to meet the needs of our customers.

My first step in the process was to engage with stakeholders to understand the business requirements and customer journeys. Through comprehensive meetings and discussions with stakeholders, project managers, product managers and engineers, we gained insights into the core objectives and user needs, laying a solid foundation for our design process.

Recognizing the complexity of integrating with a third-party claims processing company, I led the team in developing a complete system map. This map served as our guiding compass throughout the project, ensuring seamless integration and alignment with the overarching business goals.

With a clear understanding of the project scope and requirements, my team and I embarked on crafting a user-centric experience by conducting competitor analysis and defined personas. Thereafter, we sorted through a list of requirements and meticulously crafted a user story map, illuminating the user journey and key touchpoints.



Drawing upon this rich understanding, I took a hands-on approach of crafting the initial wireframes, establishing the skeletal framework of the UI and laying the groundwork for the information architecture. This phase was critical in ensuring intuitive navigation and seamless user interactions across different devices.

Collaborating closely with my team, I provided guidance and direction to refine the wireframes and bring them to life through polished UI designs. By leveraging their expertise and aligning with our established design principles, we crafted a visually compelling and user-friendly interface and interactive prototype. I led the management of using our customer ambassador program to conduct usability testing before the development was released. As a team we successfully launched the project, delivering a responsive UI system that not only met the business requirements but also exceeded user expectations that had a short timeline.