Fidelity National Home Warranty
UX Researcher + Strategist
This home warranty company was in dire need of an updated web application. Instead of their current 10 year old outdated system using multiple databases they were seeking a totally integrated, responsive web application that utilizes a single database for the both internal and customer facing experiences. This wasn’t simply a redesign. Essentially we were creating a brand new application for the client.
Main areas of responsibility
- User Research
- Information Architecture
- UX Design
- UI Design
- Interaction Design
- Rapid Prototyping
Target and challenge
The user base for this project consists of employees of FNHW as well as 3rd party vendors who perform maintenance requests for homeowners when a claim has been approved.
The main requirements were, ease of use and intuitiveness. FNHW employees need to easily on-board vendors, manage their accounts and streamline homeowner claim process through vendor payment after the work has been approved.
Problem and discovery
The 10 year old FNHW web application was antiquated and in need of updating. To start there was data spread across multiple databases that would be best served consolidated causing data entry redundancies.
I started discovery by interviewing stakeholders to get a handle on current pain points during the on-boarding process. I also met with 3rd party vendors to get an understanding of what process they go through when accepting work through the completion of the project up to when payment is received.
Outcomes and achievements
Through primary user research I was able to prioritize the most essential user needs as well as refine redundancies and smooth friction in the existing customer journey. This gave us many opportunities to innovate and present a more streamlined approach to on-boarding and managing vendors as well as creating a seamless experience for filing homeowners to file claims.
I designed an interactive prototype and iteratively validated all decisions with feedback from stakeholders, FNHW customer service reps and vendors.
Vendor search & profile
This serves as the main landing page to search for any existing vendor and to begin the on-boarding process. Once found, through advanced search and filtering, you can view the vendor profile and edit it as needed.
Vendor onboarding
Users (FNHW reps) go through the process of adding Trades to vendor profiles. This is an essential first step.
Customize each Trade
Covered items or CVI are the specific tasks vendors can complete in response to homeowners filing claims. Only once trades have been identified can users apply CVI, Trade overrides, Zip Code, Brand certifications, Exceptions and Price agreements to each item as needed.
Edit vendor profile
All vendors need at least the zip codes populated and the CVIs to begin taking in work from FNHW, this makes them “Current”. Editing current trades follows the same paradigm and as creating them. Below is an example of viewing existing zip codes, adding/removing them as well as placing them on hold for specific time period.
