Replacement claim with 'Apple Unlock'
When a customer files an smart phone insurance claim and gets a replacement, they send in their old phone. The company was losing about $50,000 per month on iPhones being returned without 'Find my iPhone' turned off. So, I was tasked with adding in the 'apple unlock' flow within the claim flow. My objective: Get the User to follow the instructions before completing the claim.
I first created the following user flow to show the placement of this feature into the claim flow. Illustrating the entire flow (starting from submitting the claim) allows all stakeholders to visualize the flow in entirety.
Then, I break out the "Apple iPhone unlock" flow into its own user flow. I work with the business owner and tech advisor to envision the necessary steps involved in doing the unlock check with and without an API sync.
You will notice the customer is forced to call into one of our agents to complete their claim when there is no API supporting an automated unlock check. These users cannot finish their claim online, and this is likely a significant pain point. After pressing the issue, as far up as I could go - we favoured an immediate resolution with a planned phase improvement to the experience.
The user flows place the UI designs into the process. Starting from claim approval, here are my UI designs of each screen:
Launching this project saved the company approximatly $50,000 per month from stopping unusable iPhones returned in replacement claims. This week, Apple announced they will no longer provide the IMEI lookup tool used by agents to ensure the phone is unlocked. This is a win for user experience as they will no longer be forced to call in to an agent to complete their claim. The dev team is working on a backend solution to tap into an API and automate the check.
