Asurion Japan

Asurion provides device insurance and support — when your phone breaks, they're the company behind the claim process. The platform I inherited was functional but visually stuck in the 90s. Text everywhere, same font size, no hierarchy, no visual system. Information-dense pages that were nearly impossible to scan. For a product that handles insurance claims — where clarity directly affects customer outcomes — this was a real problem.

I was the only designer on this product. Another designer handled other products in the company. My job: clean up the information architecture, modernize the UI, and improve the experience for both customers and internal call center agents.

Cleaned Up the Device Insurance Platform

The core of my work — redesigning layouts, interactions, and transitions across the insurance platform. Established visual hierarchy where there was none. Built wireframes, a design system, and mockups to communicate user flows clearly to engineers and business stakeholders.

The goal wasn't a flashy redesign. It was making dense insurance information scannable, understandable, and trustworthy. When someone's phone is broken and they're filing a claim, the last thing they need is an interface that makes them work harder.

Designed the Agent-to-Agent Chat Tool

Led all UI and UX decisions for an internal and external chat system used by call center teams across locations. The tool supported team communication between agents — messaging, editing and deleting messages, and sharing images within conversations. Clean, functional, built for speed in a high-volume environment.

The Save Button — My Proudest Small Design Decision

I visited the call center to watch agents work. What I saw was brutal: agents simultaneously talking to customers on the phone, reading on-screen prompts, and selecting answers in a real-time note-taking tool. It's one of the hardest multitasking jobs I've observed.

But the real problem was fear. Agents were terrified their data would disappear. So they clicked "Save" constantly — after every single selection, sometimes multiple times in a row, even when nothing had changed. This behavior likely started after a past system crash, and it never stopped.

The result: massive unnecessary backend traffic. The system would occasionally buckle under the load, which only reinforced the agents' fear, which made them click Save even more. A vicious cycle.

My solution was counterintuitive: I hid the Save button entirely.

I replaced it with auto-save on every selection, paired with a visible confirmation message — a quiet reassurance that their answer was successfully saved. No button to hunt for. No anxiety about whether it worked. The system just handled it.

Backend traffic from the note-taking platform dropped by ~90%.

Agents could focus on the conversation instead of babysitting a button. The system stopped straining. And the fear that had driven the behavior in the first place quietly dissolved — not because I told agents to stop clicking, but because I removed the need to click at all.

What This Project Proved

Watch users work before you design. I would never have found the Save button problem from a requirements doc or a stakeholder interview. I found it by sitting in a call center, watching agents' hands, and noticing a pattern of anxiety expressed through repetitive clicks.

The best solutions sometimes remove UI, not add it. A visible Save button felt like a safety net. It was actually the source of the problem. Hiding it and replacing it with automated feedback solved a technical crisis through a design decision.

Clarity is the product in insurance. When information is dense and stakes are real, the designer's job isn't to make things beautiful — it's to make things scannable, trustworthy, and calm.