Lost Mode is a feature on Apple phones that allows customers to put their phone in Lost Mode from their Apple account. This keeps their phone and information for the time that it is misplaced. We developed a product that asked customers to put their missing phones in Lost Mode before continuing with their claim. Through an API call, we are able to call and determine if the phone has indeed, been put in Lost Mode. The purpose is to protect a customer’s account, while minimizing the possibility of a fraudulent claim.
PURPOSE
DESIGN
PROCESS
Our team works in the journey team model- working small and fast. We consider our team’s KPIs and objective before we begin. We spend a week doing discovery and partner with our analytics manager to gain information regarding false stolen claims.
I spent time setting up a user flow- which we discussed in a dedicated kick off meeting. Subsequently, we met every morning in a stand to discuss road blocks and review stages of design.
Using Figma, I presented the hi fi design and we discuss UI patterns, and set up a prototype and in person user testing interviews (6 people). I facilitated the sessions, while team members observed and took notes. Based on feedback synthesis, I revised the instructions, and the engineers began development.
I was the UX design lead on this project, responsible for developing:
user flow, UX design/dev hand off, prototype, and user testing.
• Figma | UserZoom | Qualtrics Survey | Figma Protoyping
• The team included a product manager and two developers
• I worked on customer facing application designs - including a free standing url site for Lost mode, customer emails, internal training material, and agent application.
MY ROLE
:: Qualtrics Survey
NEXT STEPS
After the product had been designed, we met with internal partners and I presented our learnings to other teams. As for next steps, our team follows the new releases from Apple to make any UI updates. We also meet weekly with risk analysts to monitor customer behavior.
I also launched a real time customer intercept survey, partnering with Customer Experience, inserting a pop up question after the customer had tried Lost Mode. The software that tracks this survey is Qualtrics. The survey ran for ran for 8 weeks- reaching 280 customers, and the purpose was to determine any difficulty and revisions.
* Next steps are to update Find My icons, instruction phrasing, and add password directions.