Extend, originally known as a warranty disruptor, entered 2024 at a pivotal moment of transformation—expanding beyond warranties into a comprehensive post-purchase platform covering order tracking, returns, fraud protection, and customer segmentation. With over $315M in funding and a valuation exceeding $1.6B, Extend has achieved remarkable year-over-year revenue growth, processed more than 2 million claims, and expanded merchant partnerships by 130%.
At the center of this transformation was Xuan Shen, one of only two designers on the close-knit, 8-member Product Development team. Xuan Shen was not only a contributor but a driving force behind the company’s expanded product line and successful pivot. Xuan Shen’s vision and execution directly enabled Extend to evolve from a single-service disruptor into a robust, revenue-generating post-purchase platform.
This transformation was not just strategic on paper—it delivered tangible results. Under Shen’s design leadership, Extend translated its expanded vision into measurable business impact: phenomenal year-over-year revenue growth, over 2 million claims successfully processed, and merchant partnerships scaled by 130%. These outcomes reflected not only Extend’s market opportunity but also Shen’s ability to align design with growth at scale.
Shen reimagined MyExtend, the company’s consumer-facing portal, using redesign and merchant white-labeling. The platform experienced 4X growth in monthly active users and now provides a single, unified experience that accumulates order data. Partners can deploy customized experiences without losing core functionality.
By leading by example through innovative design, Shen has transformed Order Tracking into a revenue-building platform with promotions embedded. The integrated platform makes logistics lookups become targeted offers, reducing support tickets. This is projected to save merchants over $1M annually and create new cross-sell opportunities.
In risk management, Shen used Partial Fulfillment to correlate compensation with losses suffered, with a reduction in loss ratio by 18%. Photo verification kept claim completion levels at 89% and reduced fraud payments by thousands of dollars per month without any additional personnel.
As the sole designer responsible for the merchant-embedded Offer Component, Shen created a modular structure that enabled easy integration and low-cost A/B testing. These interfaces are currently responsible for processing over $100 million in contract sales and generating nearly $10 million in quarterly net revenue.
Shen’s design methodology for systems successfully combines consumer experience, merchant value, and operational integrity. By developing configurable, risk-aware, and merchant-ready UX, Shen has enhanced Extend’s market position and created a solid foundation for future post-purchase automation.
Xuan Shen’s Design Empowers Extend’s Post-Purchase Platform Growth
Extend, originally known as a warranty disruptor, entered 2024 at a pivotal moment of transformation—expanding beyond warranties into a comprehensive post-purchase platform covering order tracking, returns, fraud protection, and customer segmentation. With over $315M in funding and a valuation exceeding $1.6B, Extend has achieved remarkable year-over-year revenue growth, processed more than 2 million claims, and expanded merchant partnerships by 130%.
At the center of this transformation was Xuan Shen, one of only two designers on the close-knit, 8-member Product Development team. Xuan Shen was not only a contributor but a driving force behind the company’s expanded product line and successful pivot. Xuan Shen’s vision and execution directly enabled Extend to evolve from a single-service disruptor into a robust, revenue-generating post-purchase platform.
This transformation was not just strategic on paper—it delivered tangible results. Under Shen’s design leadership, Extend translated its expanded vision into measurable business impact: phenomenal year-over-year revenue growth, over 2 million claims successfully processed, and merchant partnerships scaled by 130%. These outcomes reflected not only Extend’s market opportunity but also Shen’s ability to align design with growth at scale.
Shen reimagined MyExtend, the company’s consumer-facing portal, using redesign and merchant white-labeling. The platform experienced 4X growth in monthly active users and now provides a single, unified experience that accumulates order data. Partners can deploy customized experiences without losing core functionality.
By leading by example through innovative design, Shen has transformed Order Tracking into a revenue-building platform with promotions embedded. The integrated platform makes logistics lookups become targeted offers, reducing support tickets. This is projected to save merchants over $1M annually and create new cross-sell opportunities.
In risk management, Shen used Partial Fulfillment to correlate compensation with losses suffered, with a reduction in loss ratio by 18%. Photo verification kept claim completion levels at 89% and reduced fraud payments by thousands of dollars per month without any additional personnel.
As the sole designer responsible for the merchant-embedded Offer Component, Shen created a modular structure that enabled easy integration and low-cost A/B testing. These interfaces are currently responsible for processing over $100 million in contract sales and generating nearly $10 million in quarterly net revenue.
Shen’s design methodology for systems successfully combines consumer experience, merchant value, and operational integrity. By developing configurable, risk-aware, and merchant-ready UX, Shen has enhanced Extend’s market position and created a solid foundation for future post-purchase automation.
Xuan Shen’s Design Empowers Extend’s Post-Purchase Platform Growth
Extend, originally known as a warranty disruptor, entered 2024 at a pivotal moment of transformation—expanding beyond warranties into a comprehensive post-purchase platform covering order tracking, returns, fraud protection, and customer segmentation. With over $315M in funding and a valuation exceeding $1.6B, Extend has achieved remarkable year-over-year revenue growth, processed more than 2 million claims, and expanded merchant partnerships by 130%.
At the center of this transformation was Xuan Shen, one of only two designers on the close-knit, 8-member Product Development team. Xuan Shen was not only a contributor but a driving force behind the company’s expanded product line and successful pivot. Xuan Shen’s vision and execution directly enabled Extend to evolve from a single-service disruptor into a robust, revenue-generating post-purchase platform.
This transformation was not just strategic on paper—it delivered tangible results. Under Shen’s design leadership, Extend translated its expanded vision into measurable business impact: phenomenal year-over-year revenue growth, over 2 million claims successfully processed, and merchant partnerships scaled by 130%. These outcomes reflected not only Extend’s market opportunity but also Shen’s ability to align design with growth at scale.
Shen reimagined MyExtend, the company’s consumer-facing portal, using redesign and merchant white-labeling. The platform experienced 4X growth in monthly active users and now provides a single, unified experience that accumulates order data. Partners can deploy customized experiences without losing core functionality.
By leading by example through innovative design, Shen has transformed Order Tracking into a revenue-building platform with promotions embedded. The integrated platform makes logistics lookups become targeted offers, reducing support tickets. This is projected to save merchants over $1M annually and create new cross-sell opportunities.
In risk management, Shen used Partial Fulfillment to correlate compensation with losses suffered, with a reduction in loss ratio by 18%. Photo verification kept claim completion levels at 89% and reduced fraud payments by thousands of dollars per month without any additional personnel.
As the sole designer responsible for the merchant-embedded Offer Component, Shen created a modular structure that enabled easy integration and low-cost A/B testing. These interfaces are currently responsible for processing over $100 million in contract sales and generating nearly $10 million in quarterly net revenue.
Shen’s design methodology for systems successfully combines consumer experience, merchant value, and operational integrity. By developing configurable, risk-aware, and merchant-ready UX, Shen has enhanced Extend’s market position and created a solid foundation for future post-purchase automation
