Boost Store to Door
Reducing fraud with a concierge-style device delivery and activation service
Boost was facing an average of $300+ in fraud-related losses per customer
These losses were largely due to theft during standard device shipping. New customers also struggled with activation, leading to churn and negative sentiment toward the brand.
I led UX for the authenticated experience, designing appointment tracking, rescheduling, and real-time technician visibility for customers.
Understanding what our customers need
I conducted workshops with our logistics stakeholders and mapped the key questions authenticated users had post-purchase. These moments became anchors for the authenticated flow.
Desining clarity in scheduling through testing
Because Boost only allows reschedules within 14 days, I designed and tested two layouts—a 6-day view and a full-month view. Through a UserZoom study (n = 102), I measured ease of use, clarity of availability, and overall preference.
Results: Users preferred the 6-day view, finding it less overwhelming and aligned with their tendency to reschedule within the week.
I validated availability comprehension with a click test heat map: most users correctly selected available dates, and the average clarity rating was 4.66/5. The final design used the 6-day view, displaying available days with time-slot counts and graying out unavailable days.
Impact
After launch, Boost Store-to-Door reported a combined Purchase + Activation OSAT of 93.5%, with scheduling options, activation speed, and appointment communications ranking as top satisfaction drivers.
Learnings
Testing both usability and comprehension is key when simplifying interaction models.
Even micro-interactions (like graying out unavailable days) benefit from validation.
Users prefer systems that reflect their natural decision-making windows — 6-day view matched real intent better than full-month.
Real-time service design must be grounded in trust, transparency, and backup paths.