Design Thinking Comes to Asurion

In early 2015, we launched an initiative to redesign the technician experience of PSP. It was a chance to reset and determine exactly what technicians needed to resolve calls. Soluto Connect is the product of putting the user first and solving problems from their perspective. 

Using the fundamental principles of design thinking, we were able to go from a platform that often frustrated users to an application that technicians love.

“It’s not ‘us versus them’ or even ‘us on behalf of them.’
For a design thinker it has to be ‘us with them’”
— Tim Brown, CEO and President of IDEO


Design Thinking Pillars

The principles of design thinking are crucial to Asurion's growth.  By centering on user needs, collaborating amongst stakeholders and building a culture of experimentation and iteration, we can bring Asurion into the design age.


It Starts With The User

Whether it’s the end consumer, a technician or an internal client, design done well means creating a solution aimed directly at a user’s problem.  It's critical that we build empathy with our users and to include them in the design process.

Multiple Perspectives Creates Better Solutions

In order to understand a user’s problem, the more perspectives the better.  This requires a heavy reliance on collaborating with people from different disciplines and backgrounds across the organization.

Iterate On What Works

In order to do good work, we must foster a culture of constant iteration.  Test our ideas early and often.  Measure the impact with data.  Refine the ideas.  It’s not just about features or product design.  It’s a mindset that can be applied to any of the work done by Asurion. 


It’s not ‘us versus them’ or even ‘us on behalf of them’. For a design thinker it has to be ‘us with them’.”
— Tim Brown, CEP and President of IDEO


Next Steps

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