Service Contract Renewal Made Easy
Agilent's could take weeks of phone calls and emails between customers and Agilent sales representatives. This was highly inconvenient for customers and costly for Agilent. The time had come for a simplified renewal process.
- Executed entire UX process including discovery, concept generation, prototyping, UI & interaction design production
- Evangelized UX design process and consumer-focused language within Agilent’s product organization
- Wrote UI and customer-facing email content
- Flow diagrams of full system design and interaction specifications for use by remote development team
Early on, the directive was roughly to "provide customers with a web-based tool to renew service contracts". The client had some early concepts of how they wanted this to occur. I built upon these concepts to deliver an end-to-end experience that included email reminders, self-service contract renewal, and online contract negotiations & support.
The project had a condensed timeline, so for the discovery phase I relied upon heuristic evaluation & my own design analysis of the existing site and proposed renewal system. I interviewed several internal stakeholders, and brainstormed with them to get at the core issues we needed to address.
These discussions and brainstorms revealed several more issues that we chose to address, primarily:
1. The process also relied upon customer to proactively manage their contracts, resulting in unwanted lapses in coverage.
2. The contracts themselves were complex and customers often didn't understand exactly their service and what their options were.
To address this I created an end-to-end renewal experience that included renewal prompts, a simplified view of contract details, a portal for contract management and status, and easy access to support.
DESIGN & TESTING
Despite the short timeline, I was able to gather a significant amount of feedback from internal stakeholders and sales representatives with InVision prototypes. I iterated daily and collaboratively based on stakeholder feedback to quickly evolve the design to meet the client’s tight deadlines.
This lean design approach not only helped me expedite the design process in a short amount of time, but also allowed me to incorporate several last minute requirement changes and additions, some of which significantly altered the task flow.
HIGH FIDELITY TESTING PROTOTYPE
Nearly all the enhancements to eliminate hurdles to renewal were incorporated into the final design. The final result was a new service agreement portal where customers can manage and renew their contracts. The system automatically sends renewal requests to the customer, and provides them with a simple way to renew contracts online.
The new eRenewal system has not only increased customer satisfaction, but also significantly decreased the overhead of managing offline renewals. The portal approach also provides Agilent with the foundation to evolve Agilent.com to include more valuable features in the future.