The customer problem
A broken phone shouldn’t mean two separate journeys.
AT&T customers with insurance and upgrade eligibility had to claim, wait for a replacement, then start again to upgrade. I worked across AT&T and Asurion to connect those experiences.
days in the existing claim-and-upgrade journey.
The design goal was to bring the journey closer to 1–2 days.Understand the system
Two services. One customer expectation.
Insurance claims belonged to Asurion; upgrades belonged to AT&T. Customers saw a service from AT&T. The design had to reconcile that expectation with legal and operational boundaries.
Align before prototyping
The first design decision was a partnership decision.
I mapped integration scenarios and took them to both legal teams before designing the screens.
Keep the upgrade inside the claim.
Option 2 was the most legally acceptable and technically feasible: Asurion hosts the experience using AT&T’s API. The interface makes the partnership explicit.
Co-design the experience
Claim first. Then choose what comes next.
I iterated with Asurion’s design team, using the prototype to test platform trust, upgrade choices, and the effect on future bills.
Make the handoff feel trustworthy.
Authenticate and capture device details. Test reactions to starting on the partner’s platform.
Test the whole flow
The upgrade felt like an opportunity.
15 moderated interviews included individual customers and small-business owners. We collected qualitative feedback and UMUX-Lite responses.
reported average usability score.
“The upgrade to a new device would be very appealing, because I really wouldn’t want my same device.”
The result
A shared framework to move forward.
The work established a legally and technically aligned direction for claim-to-upgrade collaboration. The prototype made customer understanding and partner handoffs testable.