Case study · Conversational AI
Asurion + Amazon conversational AI device repair prototype
How I used AI prototyping to bring a new Asurion repair scheduling experience to life inside the Amazon app.
The brief
Asurion wanted to grow the business relationship with Amazon, and saw an opportunity to approach them with a significantly better repair experience. We believed it could better meet customers wherever they were, describing a problem out loud, snapping a photo, or recording a quick video, instead of forcing everyone through the same rigid flow. Product and design leadership aligned on an embedded conversational AI claims flow that felt like a native, multimodal part of the Amazon app.
The team wanted to make that vision tangible to put in front of Amazon's leadership, on a short timeline, with close account team scrutiny. I was brought in to execute on the prototype.
Approach
I worked alongside the VP of Design who owned the vision and storytelling, while I built the thing that would make it land. We wanted the prototype to feel like a real part of the Amazon app, not a mockup of one, so I rebuilt their app's actual design from scratch using v0 and Cursor — moving fast without cutting corners on craft.
From there, I designed an immersive chat experience and a dynamic conversational AI repair flow, replacing what's typically a rigid, form-driven claims process with something fluid, something that felt native to how people already use their phones.
The prototype helped Asurion effectly share the vision
The result was a repair assistant that opens with a simple prompt — "How can I help?" — and lets the customer choose how to answer, with speech, photo, and video treated as first-class ways to describe the problem.
It gave the client something concrete to react to well inside the timeline they had, and set the direction for how the experience should keep evolving.
Here's the prototype we shared
The prototype and presentation landed well with Amazon, sparking ongoing conversations about how to bring this vision to life in the Amazon app — and a new team was stood up to start making it real.