Tile’s Protect subscription service features Item Reimbursement. If you lose something, we have you covered and reimburse you up to $1,000.
THE CONTEXT
• A second subscription tier was created to stay competitive against Apple, called Premium Protect. Tile would reimburse customers if they failed to find the lost item.
• A partnership with a 3rd party would fulfill the warranty/insurance service. As a result, the MVP had legal constraints on the customer experience, resulting in only 32% of members registering an item for reimbursement.
THE GOAL
• Create a seamless premium customer experience that is easy to use.
• Increase registration
• Reduce the “add a photo” drop off
THE CHALLENGES
1. Balance user needs with the needs of the business for a high-quality experience.
2. Align design vision with stakeholders and negotiate expectations.
3. Influence product roadmap to unlock resources.
4. Scope.
NORTHSTAR
Add value to the customer and good things will follow, for them and the business.
MY ROLE
Stakeholder negotiation and alignment. Guided design vision, strategy, UX/UI, prototyping, A/B testing, validation, and implementation.
THE TEAM
Design Lead, Ashley Molina
Sr Designer, Cihang Yang
Product Director of Subscription, Stefan Kapelac
Senior Director of Mobile Engineering, Mike Chrabaszcz
CPO, James Selby
RESULTS
• +49% Improvement
• 63% Retention Rate
• $20M ARR
PRESS
• Forbes