About This Project
My team and I went through an exploration of the journey an iPhone user goes through when attempting to get their device repaired. We specifically focused on the "cracked screen" experience.
My Role
Two mid-level UX Designers and I worked together to research and detail out the current problems and current state map. The Northstar principles were developed through workshops.
Through discussions with phone advisors, Retail Geniuses, and repair depot employees, as well as survey responses and customer interactions, we gathered sentiments about each step of the journey and mapped those. We also examined what the current issues were and what our "Northstar principals" are for the flow, meaning where we want to flow to be when we are done.
A higher resolution version is available to discuss over the phone or in person.