My Portfolio

Investio

PaniniClub

Next Steps

User Satisfaction

Regularly review user feedback to make positive improvements.

Service Competion Time & Rates

Analyze behavior data (time spent on each page, drop-off rates) to identify friction points.

UX Audit

Organize regular usability tests to with both internal & external stakeholders.

Design Language

Shifted from yellow-heavy to a more black-dominant UI to convey professionalism and trust, as research shows black better represents these.

Primary Colors

Color scheme 1

Color scheme 2

☑️ Color scheme 3

English | Content

English | Title

https://www.insta360.com/cn/support

FlexiCare Service

Upgrade your Insta360 device with our premium service

Find your device to start an exchange

Enter your device's serial number to continue. We'll guide you every step of the way.

IRBEW2203Y3Q9U

Insta360 Ace Pro

Serial Number

IRBEW2203Y3Q8Q

Insta360 FlexiCare

How do I find my camera's serial number?

How do I find my accessory's serial number?

Start Your Application

Main Process

If you've already submitted your application, click here to check your Service Progress.

1. Submit Application

2. Pay Exchange Fee

3. Return Old

4. Send New

5. Receive New

Service Instructions

Service Coverage

FlexiCare Exchange covers accidental drops, water damage, and normal wear and tear.

If you have exchange options available, we recommend using this service for faster assistance compared to the repair process. If you need free warranty repairs or are returning a damaged device not covered by Insta360 Care, please apply for the Repair Service instead.

* If your returned device is not eligible under the FlexiCare Exchange policy (see The FlexiCare Exchange Terms and Policies), Insta360 reserves the right to cancel this service

Service Fees

With the FlexiCare Exchange Service, you only pay the service fee—Insta360 covers all shipping costs.

FAQs

Find answers to common questions here.

What is the FlexiCare Exchange Service?

FlexiCare is an exclusive exchange service. Simply pay the service fee, and SF Express will provide free doorstep pickup for a quick device replacement.

Which products are eligible for the FlexiCare Exchange Service?

Any product covered by Insta360 Care is eligible for the FlexiCare Exchange Service.

Why choose the FlexiCare Exchange Service?

With FlexiCare, enjoy free two-way shipping, pay a low service fee, and get a new device in no time. On average, it saves 50% compared to standard repair costs and cuts service time by up to half.

*The average cost and time savings are based on data estimates. Actual amounts and times may vary.

How do I request an invoice?

You can provide your invoice details online in advance or contact Insta360 customer support after completing the exchange service. Invoices are typically issued 5–10 business days after your device is shipped.

Final Design | Major Screens

Service portal

Product detail

https://www.insta360.com/cn/support

Apply for FlexiCare Service

Product Details

Your selected product for FlexiCare Exchange:

Insta360 Ace Pro

Serial Number: IRBEW2203Y3Q8Q

Remaining Exchanges: 2

Expiration Date: 2025-01-06

Amount to Pay: CNY 129

Issue Description*

Please describe the issue you're experiencing in detail.

Back

Important Notes

Return the device body

Keep the battery (except for the GO 3S charging case). We’ll replace the battery and body.

Remove accessories

Take off extras like SD cards, screen protectors, and non-official accessories. These won’t be replaced.

Backup data

Please back up important data as it may be lost during the exchange.

Packaging

The replacement may come in simplified packaging. Don’t send back the original packaging if you want to keep it.

If your service details are incorrect, please contact Customer Support

Shipping info

https://www.insta360.com/cn/support

Apply for FlexiCare Service

Shipping Details

Your product will be shipped to the following address. Please confirm that your information is correct.

Shipping Methods

Pickup Service

Categories

Insta360 Ace Pro Exchange Fee

Payment Methods

Credit Card

Paypal

You will be redirected to PayPal to complete your payment

Important Notes

Confirmation

· By completing payment, you agree to use flexiCare. For free exchanges under warranty, please apply for our Repair Service.

· Please verify the Exchange details. Once your request reaches the shipment phase, it cannot be canceled or changed. One Exchange credit will be deducted and won’t be restored. Check remaining credits on the Insta360 Service Page.

Payment Deadline

If payment is not completed within 10 days, the order will be automatically canceled.

successfully submitted

https://www.insta360.com/cn/support

Apply for FlexiCare Service

Your Application has been submitted

Service Number:

IWOQ74821012702520CE

Please send your product to the following address :

Recipient：Danial Wang

Address：T2-11F, Qianhai Financial Center, Bao'an District, Shenzhen, Guangdong

Zip Code：528437

Tel：0760-8732468273

Add Shipping Details

1. By confirming the Care Replacement Service, Insta360 will not assign responsibility.

2. Ship your product within 10 business days of submitting the request, or it will be invalid.

3. If the product does not meet service conditions, Insta360 may terminate the service.

4. To change the shipping method, update it in the Service Details.

Important Notes for Shipping

Packaging

Please package your device securely (with the protective case). No need to return the batteries.

Backup data

Please back up any important data, as it may be lost during the exchange.

SD Card

Remember to remove your SD card.

Track Your Service

1. Please go to the Service Details Page to track the current progress.

2. You will also receive notifications through you email(52*****@qq.com).

3. Please follow the Insta360 Facebook account(@Insta360) for more related information.

SERVICE PROGRESS

https://www.insta360.com/cn/support

Service Details

Status

Paid

2024-02-06 10:25

Picked Up

2024-02-06 10:25

Shipped

2024-02-06 10:25

Order Number

Date

IWOQ74821012702520CE

2021-01-27

Copy

Product

Serial Number

Issues

Exchange Fee

Insta360 Ace Pro

74821012702520CE

During an outdoor photography session, the camera accidentally fell from a tripod approximately 1.5 meters high.

CNY 129

Your application has been submitted. Please review your pickup information.

Time：2024-11-12 12:00~13:00

Delivery Company：SF

Order Number：SF12932783948982479

Change to self-shipping

Return Guide

Before - After

Error Handling & User Guidance

After

The revised version uses clear language/labels to highlight errors, and explain what went wrong.

Before

The Previous Design doesn’t show any error messages. users have to figure out missing or incorrect inputs themselves.

03. UX/UI Enhancement

Variables & Components

Default

Hover

Click

Revised Portal & Flow

data improvements

-5%

find it difficult to navigate to the Service

5 → 3

Clicks Required to Find FlexiCare

Before - After

Customer Support Homepage

Before

UX Issues with Only 5 labels

× Key Services Are Hidden – e.g., FlexiCare/Cloud Service.

× Information Hierarchy - No prioritization of common issues.

× Lack of Clarity – The labels are vague, hard to understand.

× No Interactive Feedback – Lack hover effects or tooltips.

Current Flows

× 4 Steps

Official Web → Support Homepage → Repair → FlexiCare

After

Revised Version

🎯 Rebranded the Page for Clarity

Makes the purpose and functionality of the page clearer to users.

🎯 Added a Search Bar for Direct Issue Resolution

Allows users to find answers quickly, reducing unnecessary clicks and frustration.

🎯 Prioritized Options Based on User Needs

Instead of treating all options equally, the most relevant ones are now easier to access.

🎯 Introduced a Quick Access Section

Displays the Top 8 most-clicked and essential services based on user data, improving efficiency.

🎯 Enhanced Interactivity

Added hover effects and descriptions to improve usability and guide users more effectively.

Apply for the FlexiCare Service

Navigation 1

Navigation 2

Navigation 3

Heading 1

Heading 2

Description Description Description Description Description Description Description Description Description Description Description Description Description Description Description Description Description Description Description Description Description Description Description Description

Heading 2

Back

Heading 1

Heading 2

Description Description Description Description Description Description Description Description

Product Details

Shipping Details

Submit Payment

Product Details

Shipping Details

Submit Payment

Product Details

Shipping Details

Submit Payment

Start Your Application

Back

Start Your Application

02. A Separate Portal for FlexiCare

The Current FlexiCare Users

> 20%

find it difficult to navigate to the Service

4 ~ 5

Clicks Required to Find FlexiCare

Before - After

A. Service Portal

After

Before

✔️ Brand Identity

✔️ Serial Number Check (Ensure Qualification)

B. product Page

After

Before

✔️ 2 → 1 Step

✔️ Less Input Effort: basic info & a short summary

B. Review Page

After

Before

当前状态

已寄出

02-06 10:25

已收货

02-06 10:25

产品寄回

已定损

02-06 10:25

已支付

02-06 10:25

维修完成

02-06 10:25

维修工单进度

普通工单

IWOQ74821012702520CE

创建日期

2021-01-27

产品型号

Insta360 ONE X2

产品序列号

维修申请原因

申请原因申请原因

内部标识码

对于无法开机和确认序列号的机器，请在对应机器上做好明

检测结果

设备死机

检测备注

我是检测备注，保持原来的逻辑展示即可。

检测附件

前置轻微擦伤，最多两

行，最多可放20个文字

前置轻微擦伤，最多两

行，最多可放20个文字

前置轻微擦伤，最多两

行，最多可放20个文字

展开更多

维修物料

维修消耗物料清单

维修类型

数量

单价

总金额

¥100.00

¥50.00

GPS防水智能遥控器

免费

$100.00

X3 Device

Paid - Required

$100.00

X3 Screen

Paid - Optional

$100.00

X3 Bluetooth

FlexiCare Discount

$100.00

X3 Charger

FlexiCare Discount

$100.00

Repair Service Fee

FlexiCare Discount

$10.00

Shipping Fee

FlexiCare Discount

Total Material Cost

Replacement Fee

Total Amount

Discount Amount

Total

$510.00

$159.00

$669.00

$410.00

$ 259.00

Categories

ONE X2*1，USD 89

Total Fees

USD 259

Payment Methods

Credit Card

Paypal

You will be redirected to Paypal to complete your payment after placing this order

Bank Transfer

Allow 3-5 working days for your payment to be received via bank transfer

其他操作

放弃维修

Consumer

Professional

Enterprise

Explore

Support

Downloads

About

STORE

✔️ 2 → 1 Step

✔️ Less cognitive Load: One-time fee instead of a long list of billing details

Revised Workflow ✍️

data metrics

10 → 5 min

Ave. completion time

20 → 7 Days

Slow Service Cycle

63 → 75+%

Request Completion rates

As a product designer, I focused on optimizing the “digital experience” in phase one. As you can see:

(1) Simplified the process by removing unnecessary fields.

(2) Redesigned the product and review pages to reduce cognitive load.

Ideation with Engineers

① Separate FlexiCare from the repair service

② minimize development costs by reusing the existing framework

phase 1: Online Request submission

5 → 3 Steps

💡 Reduce Unnecessary Steps

💡 Payment is made when submitting Online Request (×after Assessment), with a Fixed fee.

phase 2: Device Assessment & Pricing

1 Week → 48h

💡 As it’s an exchange service, no repair is required.

💡 The new device is shipped by Staff within 24h of receiving the old one.

Customer Feedbacks

Slow & Irrelevant →
Inspiration: Reduce Uneccessary Steps (Camera Issues, Assessment...)

"I mentioned I have FlexiCare, but it still charged me other fees—totaling several hundred, and it took 2 weeks to resolve."

“

“I spent a long time filling out the form, especially the part where I had to fill in all the camera issue...It took forever to finish.”

“

“I really don’t understand...What’s the point of this delay? It wasted me almost 3 weeks.”

“

“You have to select which camera to repair and all that stuff. It's really annoying and pointless.”

“

01. Optimizing Workflows ⭐

The Current Repair service flow is...

8-10 min

Long completion time

10~20 Days

Slow Service Cycle

63%

low Completion rates

In the FigJam file above, I’ve structured two workflow diagrams:

(1) the Existing Repair Service Workflow and, (2) the Most Time-Consuming Steps, highlighted in orange.

For the 2nd flow, I collaborated with the data analyst and found that the most time-consuming & highest drop-off points were: Camera issue selection (too many inputs), Assessment & payment (long wait times).

Key Improvement Areas

Apply for the FlexiCare Service

Product Details

Shipping Details

Submit Payment

Review Application

Please verify your details before submitting. Changes cannot be made after submission.

Product Details

Edit

Product

Insta360 Ace Pro

Serial Number

IRBEW2203Y3Q8Q

Credits Left

2 Times

Validity Period

2025-01-06

Payments

CNY 129

Problem Description

Shipping Details

Edit

Shipping Method

Pickup Service

Pickup Time

2024-10-28 15:00 - 16:00

Pickup Address

Meng Felix (+86 1852543210)
123455 Street, No. 122, Xincheng District, Xi'an, Shaanxi, China

Return Address

Meng Felix (+86 1852543210)
123455 Street, No. 122, Xincheng District, Xi'an, Shaanxi, China

tetracoralla@qq.com

Enter your email to receive updates on shipping and service progress

Email*

Replacement Fee (Pay on the next page after submission)

CNY 129

I agree to the Privacy Policy and Exchange Terms

Back

https://www.insta360.com/cn/support

Consumer

Professional

Enterprise

Explore

Support

Downloads

About

Shop by interest

STORE

Insta360 Support

What do you need help with?

New

360 Cameras

Action Cameras

Handheld Gimbals

Webcams

Insta360 X4

Insta360 GO 3S

Insta360 Ace Pro

Insta360 Flow Pro

Insta360 X3

Insta360 ONE RS

Quick Access

Repair Service

FlexiCare Service

Service Progress

123

Device Info Query

Repair Price

Insta360

Care Service

Insta 360+ Service Activation

After-Sales Policy

Insta360 Care Service

Providing comprehensive protection services for your device

Learn More

Online Chat

Office Hour: 24/7

Start Chat

Recommended

Technical support

service@insta360.com

Send Email

Phone

+1 800 6920 360
Office Hour: Mon-Fri 7:00-17:00 (PST)

Facebook

@Insta360

Go to Facebook

Community

Participate in exchanges on hot topics

Join Discussion

Feedback

To provide you with better products or services

Give Feedback

01. Optimizing Workflows ⭐

Steps reduced from 8 to 3, improving speed for paid customers.

02. Creating a Separate Portal

Adding a FlexiCare shortcut on the homepage, making it more accessible.

03. UX/UI Enhancement

Adding missing status (errors, hover...) to ensure a smooth and intuitive experience.

Opportunity

How might we revamp FlexiCare online service into

a simpler, premium experience, that is distinct from repair service and tailored for paid customers?

🎯 Efficiency

🎯 Discoverability

🎯 Responsiveness

UX auditing

To assess usability of the current repair workflows, and brainstorm ways to improve, I organized an internal audit with PMs & Engineers.

Evaluation Criteria

· Are there friction points where users struggle?

· Do users frequently abandon the process?

· Are the different service easy to distinguish?

· Can users easily locate application form?

Meeting Agenda

· Key issues identified in Information Architecture, user journey, usability, and design

· Open discussion & prioritize issues

· Present ideas and Align on collaboration timline

Context

Insta360 focuses on the global market, with its website serving as a key entry point for addressing worldwide needs.

Official Website

Customer Support Portal

A value-added service by the Insta360 customer support team that provides a convenient device exchange, minimizing downtime for paid users

FlexiCare Service

Web App Design

Customer Support

visit Insta360

Timeline

2 Weeks

Tools

Figma

My Role

Usability Test

Product Design

Web Design

Work Project

Product Manager*1

Product Designer*1

Software Engineer*3

QA Engineer*1

Problems

Customers found the FlexiCare request flow confusing and slow because it was integrated with the repair service.

This led to inefficiencies, low satisfaction, and reduced willingness to pay.

Sub-Problem 1

Users couldn’t easily find FlexiCare or tell it apart from repairs.

Sub-Problem 2

Too many unnecessary steps made it longer than it needed to be. ⭐

Sub-Problem 3

Lack of feedback and minor UI issues made it feel unclear.