lj

EverQuote

trip recording
troubleshooting

Launched June 2018

3-week project

Objective

Our goal was to notify users when and why their trips were not recording with a suggested resolution. We hypothesized that users would record more of their trips leading to fewer trip recording complaints and increased retention.

Role

As the lead UX researcher, I created a remote user test to test push notification strategies. As the lead UX designer and supporting visual designer, I led design critique sessions and concept brainstorming workshops, built high-fidelity visual mock-ups, wrote all copy, and decided on troubleshooting tips ordering logic. Our lead visual designer, Carolina Rago, defined the app's style guide and adjusted my mocks to meet brand standards.

Existing Experience

The existing experience showed the user a pop-up if they opened the app while location services were disabled and also gave the user an alert banner on the home screen.

Metrics

Our metrics for success included: increasing 7-day retention, increasing activation, and decreasing support requests.

Workshops

Our workshop ideation prompt was: "How might we notify users when and why their trips are not recording while also including a suggested resolution?"

Concepts

High-Fidelity Mocks

High-Fidelity Mocks

High-Fidelity Mocks

Results

The A/B test of this solution proved to increase activation by 5% and decrease trip recording support requests by approximately 50%.

portfolio

usage based insurance marketplace

everdrive

launched august 2018

new user scoring explanation

everdrive

launched february 2018

everdrive user personas

everdrive

july 2018

home screen & navigation redesign

upmc health plan app

launched december 2017

trip recording troubleshooting

everdrive

launched june 2018

maternity resources

upmc health plan

october 2017