Since December of 2019, I have been working full-time on Asurion Field. This enterprise mobile application allows employees to view, execute, and complete same-day delivery jobs, as well as remote mobile device repairs. Here are some things we've done since I've been on the team.
So what does it DO?
Asurion Field is our proprietary enterprise software used by two cohorts of users: Ubreakifix remote repair technicians and Asurion In-Home Experts.
Let's say you break your phone (oh no!). Like, really broken — a screen repair isn't going to cut it. As long as you break if before 4pm, and we have the inventory, we can get you a new device that same day, before 9pm. Our setup Experts help customers get their replacement device activated and all their data transferred over from their broken phone.
Same-Unit Repair (SUR)
Our other user cohort is made up of Remote Technicians who work at Ubreakifix stores. They bop around in vans and repair folks' devices when they aren't a total loss. Those folks also use our app to fulfill those customer claims.
Some stuff I've worked on this year
Same-Unit Repair Migration
This one was a challenge. The team worked on enabling this job type for nearly 8 months, and now that it's up and running, we expect to see the app handle upwards of 1.1M jobs in 2021! There were many systems involved and a lot of enablement work to be done by our amazing developers, but I'll focus here on the design.
How to do design in a pandemic
The header is misleading — I'm STILL trying to figure out the best way. Usually, I would jump in a Tech's van, get eyes on the job, and talk to actual, human users who were on the job. Instead, I bought a GoPro, found a willing tech, and had him complete a diary study for us so we could get eyes on it from a distance. We learned a lot about the challenges that go along with this kind of work, and it was a great way to understand some of the intricacies of the work.
New name, who dis?
In Q4 of 2020, we updated the logo and name of the app. Within our product org, we had two apps that were named Anywhere Expert, as the initial product vision had been to have the two user groups work interchangeably on mobile and desktop versions of the same app. However, after we scaled, we realized that the mobile users (our app) needed to be separate from the desktop users (Anywhere Expert).
Since our users are mobile repair technicians and delivery and setup Experts, we renamed the app Asurion Field to reference this field network of employees.
