AppleCare+ Purchase
The project:
When a customer tried to purchase AppleCare+ after a device purchase, there was no direct option on Apple.com. The new entry flow fills the gap between the AppleCare+ and Apple Online Store by providing a new purchase flow. The solution was to take customers through a simple 2-step process to check if their device is eligible for AppleCare+ even after purchase.
My role:
After the concept and approval phase of building a tool to fulfill user needs, I was brought on the project to build out the user experience. I worked closely with another UX designer and creative director to review all the checkpoints and considerations of the UX.
Many of the responsibilities that I have in the AppleCare Online team is in developing products for the AppleCare+ (protection plan) user journey. A challenge is to make sure each product in the ecosystem works together with multiple teams creating products. I was tasked with creating a foundation that would serve as a functioning template that could accommodate multiple products, locales, design layouts, languages, and legal requirements.
Working with Apple design guidelines it was an extensive process to meet compliance and accessibility standards.
The complexity of building a tool supporting Apple’s wide range of products, while using intelligence to identify customer’s device (by serial number, or by Apple ID) are all designed to hide behind the veil of an effortless user experience.
An overview of the journey from the existing Apple.com entry point to the new AppleCare+ protection purchase & validation flow. With each screen, we look at the 3 main viewports (desktop, tablet and mobile) to make sure the design is responsive.
With user device/experience in mind, I develop the UX with 3 main viewports in mind: desktop, tablet and mobile viewport for responsive design.
Inline and blocker page with detailed specs for development.
Providing detailed specs for product development.
