State Farm® Repair Assistant Landing Page Redesign
October 2019 – May 2020
Having an accident and navigating a claim can be stressful. Customers have difficulty understanding the repair process and the State Farm tiers of repair shop networks. Customers need a Repair Assistant landing page that offers guidance, clarity, and contextual help so that they can navigate getting their cars repaired with ease.
A guided
repair experience
The redesigned landing page addressed customer pain points such as not understanding the repair process or the State Farm network of repair shops.
My role
I was the UX Lead and Product Designer alongside a UX team that included a UX architect, a digital experience architect, and a creative director. I worked closely with the product and development teams in an Agile environment, involving them in every phase of the design from concept to production. I assisted with sprint planning, story grooming, and quality assurance.
Addressing real customer pain points
We created help topics based on the top questions that arose in Live Chat interactions and Customer surveys obtained when leaving the Repair Assistant experience. We also designed our sections on the repair process and State Farm Select Service® benefits using a conversational tone and familiar language that would be easy to understand.