SimpleSetup was born out of a design sprint I facilitated in June 2017.

I gathered a cross-functional team (design, dev, product, client solutions) together in Atlanta, GA to explore additional opportunities for Asurion to aid our carrier in-store sales reps.


Overall Goal

Improve the onboarding experience and increase entertainment opportunities by using ProTech to streamline the in-store sales process.

  • Earn more commission
  • Increase job satisfaction by offloading unpleasant tasks
  • Reduce time spent by sales rep per transaction, especially for iconic phone launch
  • Optimize sales reps’ time so they can help the most customers
  • Allow sales reps to focus on AT&T priorities (entertainment) by reducing non-sales activities such as tech support
  • Having the best possible experience
  • Increase attach rate of Protection Packs
  • Increase tenure of Protection Pack subscriptions
    • Install app
    • Drive the first ProTech contact to demonstrate our value

The design sprint revealed several opportunities for us to explore, but there was one clear winner that would drive the most significant impact to our customers as well as the sales reps and drive additional revenue for Asurion.


We discovered several pain points around the customer experience of purchasing or upgrading to a new phone. The main issue was the amount of time it took in store to transfer the customer’s data from their old device to their new device. This process could take anywhere from 30 minutes up to 4 hours and with specific issues, multiple days. The opportunity we found was to create a handoff between the sales rep to one of our call center experts. The handoff would allow the customer to do their transfer on their own time from the comfort of their home and it also freed up the sales reps to get back out on the floor and make more commissions.