top of page

Native Mobile App

Pocket Geek Redesign



This was a project I worked on during my time with Assurant, a global provider of insurance and risk management services.

Pocket Geek is a diagnostic and self-help app distributed with mobile device insurance packages. There was a business need to pivot the core focus of the app to the insurance product.

UX Design
UI Design

User Research

Business Requirements

  • ​Work within the UI & framework of the existing app 

  • Create a path to in-app insurance purchase

  • Verify phones were not broken prior to insuring

  • Onboard 3 unique users

Starting Points

3 unique user types to serve with this redesign

  • New Users Who purchased insurance at point-of-sale w/device

  • New Users Who wish to purchase insurance

  • Legacy Users

Rank User Types

The business goal of increasing insurance signups by default force ranked the New Users who wished to purchase insurance to be my primary focus. Of secondary importance would be to bring users who had recently purchased insurance into their plan. The shifting goals of the app put the lowest consideration on legacy users.

User Journey

Outline a new users path from discovery, through purchase and use


Is aware of their device value


Explores alternatives to device insurance


Provide direction on how to access benefits


Learns of device
insurance product


Learns that our product is available post-point-of-sale


Collect feedback any time a claim is made


Finds value in the promise we are making


Notices the promise of quick enrollment and easy billing


Explores benefits of the program, and evaluates cost


Decides the program would benefit them and purchases a plan


Compares our offering with competitors


Welcome user into the program and provide policy documentation

Problem Statements

  1. I bought a new iPhone and I know it would be really expensive to replace. I would buy insurance for this if I could evaluate the benefits and not listen to an in-store sales pitch.

  2. I don’t want to deal with a call center if I need to make a claim on my device, I would buy insurance for my phone if I knew I could file a claim right on my phone.


To increase sales of mobile device insurance via Pocket Geek we should;

  1. Re-architect the app to emphasize the insurance product

  2. Allow users to purchase new policies in-app

  3. Allow users to access their policy in-app

  4. Build UX to verify devices are not broken before insuring

  5. Gracefully onboard all user personas into the app

Solutions: Phase One

​Update the architecture of the current tab navigation to reflect the pivot in focus. After a feature audit I restructured the content into four primary verticals, with the insurance product as the new default focus.

Replace Home Tab

Scan dial and tab would go away in favor of a discoverable and persistent alert counter

Solutions: Phase Two

Create UX for policy access. I sketched six possible paths for users to access their policy in the app, and critiqued them with our product team. We selected a few that could work, and omitted a few that caused new issues or lacked discoverability. Ultimately designing a new tab that would become the home for all policy functionality and the new focal point of the app.

Modal Introduction

Show a one-time overlay pitching our insurance product

Solutions: Phase Three

Onboard all user segments. This phase of the redesign focused on improving how users were exposed to the benefits of the app. The current registration experience requires several steps, and asks users for personal information before offering any value.​

Audit Existing Experience

How to restructure the current content

Solutions: Phase Four

Allow users to purchase insurance within Pocket Geek. Currently sales happen through distributed carriers at point-of-sale, leaving little control or visibility into how our product is pitched and sold, or if it is at all. Allowing users to purchase insurance beyond the checkout for their new device opens a large opportunity for us to reengage potential customers, control the messaging, and present users with information that may not have been available in-store.

Get users to 
the right place

Establish a path for users to self segment 

Solutions: Phase Five

Build an experience to support certifying devices as they are submitted, accomplished via human and machine review. We created training models to detect when photos were too blurry, too close, or too far and would trigger instant retake requests on those. Images that passed these initial checks were distributed to agents who manually reviewed them for damage. Agents were scored for accuracy allowing visibility into performance and risk management. The initial plans for this new experience included building a dashboard where agents would be assigned images to review, and an admin dashboard where agent quality could be monitored.

Allow agents to tag suspected fraud

bottom of page