Industry
Real Estate / Construction
Company
Homebound
Year
October 2023
Creating the first warranty claim submission portal
In an era where seamless digital experiences define user expectations, the Dello Fintech Banking App emerges as a beacon of innovation in the financial technology landscape. This case study delves into the user experience (UX) design journey undertaken to transform conventional banking interactions into intuitive, efficient, and user-centric experiences. As traditional banking institutions grapple with the evolving demands of a digital-savvy clientele, Dello steps forward with a visionary approach to redefine how users engage with their financial resources. The intersection of cutting-edge technology, user-centered design principles.
Problem
Manual process that impacted speed to resolve claims
The warranty process lacked structure and visibility. The team relied on simple kanban to-dos that couldn’t handle multiple stages, while requests came in through unstandardized channels. Homeowners had little insight into their claims, and the team spent significant time manually tracking and managing requests.
Process
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The warranty process lacked structure and visibility. The team relied on simple kanban to-dos that couldn’t handle multiple stages, while requests came in through unstandardized channels. Homeowners had little insight into their claims, and the team spent significant time manually tracking and managing requests.
Solution
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Previously, the Warranty team relied on Blueprint’s basic to-do workflow, which limited status tracking and communication, while homeowners had little visibility into their requests. I designed a dedicated, fully integrated warranty dashboard for the team, enabling them to track requests, coordinate with trades, and manage sub-items within a single streamlined workflow. On the homeowner side, users can submit issues through the fully responsive portal and track detailed statuses for each ticket and sub-issue, with all communication handled directly in the app — providing transparency, control, and a seamless experience for both sides.
IMPACT
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On launch day, the Warranty Team seamlessly migrated all in-flight tickets to the new workflow without support, while homeowners began submitting and tracking tickets independently through the end-to-end digital experience. Our solution cut the average resolution time from 44 to 23 days, with two-thirds resolved in under 21, and created both the consumer-facing web app and internal tracking platform to streamline the process.
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"I migrated all our tickets last night and it was super easy. Really impressed with the flow of it all and how quick it was to do it. Appreciate everyone who had a part in this - thank you thank you!!” —Warranty Team Member