Asurion
Here to Help
Creating a fun and whimsical way of telling their customer success stories, Asurion wanted to show all the ways they can help. As Art Director, I led the project – coordinating with multiple vendors, team members, and developers. I presented storyboards and prototypes to stakeholders and led usability tests and QA tests. The end result was an experience that was accessible, approachable, and flexible.
My Role
UI/UX design – wireframes, art direction, visual design, prototyping, and CMT interface design
Spacial studies – elevations, design intent drawings, ADA studies.
The Setup
The Asurion lobby installation consists of 5 wood panels with projection and exhibit graphics. Each panel features a story of how Asurion has helped their customers.
Stories from the Neighborhood and Beyond
Approachable: The projection needed to appear active while not in use but not be too distracting. To solve this, proximity sensors were installed that trigger a CTA animation, and turn on sound.
Through user testing of an initial prototype, we discovered that it wasn’t clear enough to visitors that they could touch the wall, so I added a more prominent CTA animation – a waving hand. An additional call to action exhibit graphic was also installed.
Multiuser: All 5 stories also needed to be played simultaneously to allow for multiple visitors. To do this, I curated a custom soundscape, and created a visualization that layered all of the graphic elements into the scene to help visualize the interactions and ensure all the stories worked together.
Flexible: Built to be flexible, story assets can be to be updated over time and using the CMT, Asurion can also update global messaging (for example, welcoming a VIP, or celebrating a holiday). The neighborhood also transitions from day to night, and can also reflect weather patterns like sunny, overcast, and rain.
The CMT
I designed a CMT that allows stories and dynamic text to be changed over time. This interface also allows the client to test and debug the system if there are any issues.
Prototyping and User Testing
A full sized prototype with all of the hardware was build at the studio, which allowed us to fine tune hardware placement, test projection mapping, and perform user testing.
Team
Principal: Gabe Kean / Studio Director: Sarah Trueblood / Technology Lead: Edward Tang / Design Director: Claudia De Almeida / Art Director: Edrea Lita / Designer, Animator: Jes Noparat / Content Lead Natalie Karbelnig / Creative Technologist: Ross Monroe / Technology Consultant: Ben Chaykin / Installation Architect: Okano Picard Studio
Project Partners
Illustrator: Jen Backman / Senior Director, Asurion Creative Solutions: John Elter / Associate Creative Director, Asurion Creative Solutions: Davide Allegra / Project Manager, Asurion: Michael Higginbothamm / Building Architect: HASTINGS / A/V Integrator: Diversified / Mural Graphics Fabrication: Big Visual Group / Projection Consultant, Epson: Steve James / Videography: Strangelife / Photography: Hall + Merrick + McCaugherty