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Device Warranty Claim
Deliverables
  • Usability testing and findings
  • High-fidelity mockups and prototypes
  • Lottie animation
  • Illustrations

The Device Warranty Claim feature allows a customer to conduct self-service diagnostic on their device via My Telstra app as part of the warranty claim process. Users can choose a device test, recommended as it gives the best result, or a manual check which is a series of questions.

The Challenge
Migrate the Device Care App to My Telstra to better enable customers to self-diagnose devices in real time, and transition away from an external offshore vendor. Device Care is now set to be decommissioned, saving Telstra around $1 million over two years in licensing and developing cost.
The Solution
By building the serlf-service functoinality into My Telstra, we make it easier for customers to conduct accurate diagnostic on their own. Customers are also able to return their device via the mail, eliminating the need to speak to our team or visit a store.
Research
I started my research with competitive analysis in order to understand the approaches taken by other apps. Looking at industry-leading competitiors like Apple and Samsung shed light on what's out in the market and what 'best' looked like. I also explored the incumbent Device Care app flow, noting areas for improvement.

The main insights from the analysis were as follows:
  1. I identified that there were a whopping 45 steps involved in the Device Care assessment.
  2. Some tests can run in the background, requiring no user interaction.
  3. A wide variety of UI patterns can be used to provide test instructions to users.
  4. Illustrations help to provide context for tests.
Ideation
In the ideation phase, I worked closely with the UX designer to explore different ideas on how to solve the problem and started engaging other teams to understand the technical requirements.

1. Simplify user flow
After thoroughly understanding all solution and design requirements, the new user flow was cut down from 45 step process to just 15 steps. Certain tests were automated so they can run in the background.

2. Accessibility
Involved Accessibility team from the beginning, responding to their feedback to meet level A compliance.

3. Proof of concept (POC)
We engaged our development colleagues early in the process to work through technical feasibility of all the device test, flagging and solving issues collaboratively.

4. Usability Testing
We wanted to test comprehension and navigation behaviour on device check functionality and understanding of terminologies and information hierarchy in key pages.
Create
As part of the create phase, design was presented to the Design team for critique to provided feedback. A new set of illustrations were created to explain what the user needs to do in each test, helping to simplify complex ideas.

Device test
Device test is one of the two options presented to the user once their IMEI number has been verified. We recommend doing the device test for a more accurate estimation of whether the device is covered by warranty. In total there are 7 steps to the test, 4 of which requires the user to input/interact with their device.

Touch screen
The touch screen test required the user to paint the screen from black to completely blue in 25 seconds.

Speaker
The speaker test begins with the device announcing a two digit number, after which they would need to input that number on the following screen within 20 seconds.

Microphone
The user is required to say 'Test my microphone' into their device microphone within 10 seconds.

Camera
For this test, the user is testing back and front cameras by pointing the camera towards their face.

Demo videos
Clicking on either image below will launch a demo video of the complete journey.
Learning & insights
1
Thinking about the platforms
By having a device-agnostic approach from the start I was able to create design that offered a seamless experience on all 3 platforms - iOS, Android and Web. Much of the UI patterns were already established in the design system which allowed for developers to build efficiently. Obviously, there are considerations on how the interactions would work using the platform's native components that required the design to be adapted.
2
Accessibility
Telstra has a responsibility to ensure all customers have the same experience across their digital assets. This added a lot more complexity to the build than a standard feature since some of the test required the user to physically interact with their device. There were many rounds of feedback from the Accessibility team to make sure we met all the necessary requirements.
3
Prototype testing
On this feature it was critical to do prototype testing with real users to validate design decisions before development starts. The goal was to identify problems and areas of improvement early so I could make the necessary changes prior to development and build a product that mets users' needs and expectations.