One flow to renew, upsell, or cancel — no tab switching.

Context

Store agents used a legacy system to manage warranty renewals. They could renew and change plans, but cancellations were a standalone flow handled separately — adding friction to every transaction.

The Problem

The existing system left agents without the support they needed to do their job well:

• Agents could change plans, but had no guidance on what to recommend
• Upsell depended entirely on agent knowledge rather than system support
• Cancellation was handled in a separate, disconnected flow
• Switching between screens slowed down transactions

Existing MSS Renewal 1P flow — the legacy system agents had to navigate

Goal

The north star was a faster, smarter renewal experience — without a full system rebuild:

• Make renewals faster and easier for agents
• Help agents recommend better plans with system-level guidance
• Allow cancellation within the same flow
• Improve the experience without rebuilding the system

Role & Scope

As Lead Product Designer, I owned the end-to-end design process:

• Clarified scope and feasibility with engineering and product
• Aligned teams on a focused, achievable solution
• Designed and delivered the full experience

Approach

Unified the experience

The new first screen replaced a fragmented multi-tool entry point with a single radio-button decision: renew, change plan, or cancel. The agent sees what the customer currently has, the price they're paying, and whether they're already on the best plan — all before making any selection.

First screen: one entry point for renewal, plan change, and cancellation — with context surfaced upfront

Simplified cancellation

When an agent selects "Cancel their warranty," a contextual warning expands inline — listing what the customer will lose without leaving the flow. The agent then captures a reason via dropdown ("Too expensive", etc.) before confirming. No screen switch. No separate tool.

Left: Cancellation with inline "are they sure?" warning + reason capture. Right: Warranty selection and confirmation — customer info, product, and transaction details in one view.

Recommendation Logic

Before designing the interface, I mapped out the recommendation logic — which warranty product to surface based on what the customer already had. This matrix became the foundation for the guided upsell prompts.

Recommendation logic — product hierarchy and guiding principles for agents

Flow Design

I mapped three core scenarios — renew same product, change product, and BYOD — into a single decision-tree flow that agents could follow without switching tools.

Three renewal flows unified into one agent experience

Added guided upsell

When a customer opts to change plans, the warranty selection screen surfaces the right product based on the recommendation logic matrix — pre-populating the product dropdown based on eligibility. Agents don't have to know the hierarchy; the system guides them. A contextual warning also appears inline when a downgrade reduces coverage, so agents can have an informed conversation before confirming.

Outcome & Impact

Delivered a pragmatic workflow improvement without rebuilding the underlying system. The design gave agents one path for renewal, upsell, and cancellation, with recommendation logic embedded directly into the flow.