*Some client details have been changed to protect privacy
Overview
The client was feeling the effects of having an outdated insurance case processing system for their representatives.
They needed to migrate to a new system that would allow for them to cut down on case processing time, join all processes into one space to share information company-wide and help the business scale regardless of case intake.
My Role
Led proof of concept design in building a Salesforce instance to streamline and modernize the auto insurance process.
Conducted ethnographic research (interviews, fly on the wall observation, shadowing, contextual inquiry) for the claims, product, pricing and contract cancellation processes leading to enhanced insights for stakeholders.
Utilized Figma to design initial concepts using Salesforce Lightning UI components and delivered 50+ wireframes which led to better alignment between the client and ACN and 100% approval for the first stages of development.
Results
30% Less Contract Cancellations
Over a 3-month time span post project roll off.
Improvements in
1. Batch cancellation processes
2. Pricing buckets setup
3. Product listing organization
43% Improved
Case intake time based on avg case intake time. This exceeded the goal of 35%.
My Approach
A learning curve for me was using the SLDS 2 design system from Salesforce.
Luckily, I already have 2 certifications with Salesforce so I was up to date with their latest design system.
Research
Conducted ethnographic research (interviews, fly on the wall observation, shadowing, contextual inquiry) for the claims, product, pricing and contract cancellation processes leading to enhanced insights for stakeholders.
Legacy Research
First, I was given several areas where we would focus on for the mockups.
I was also given a breakdown on the types of pages that would need to be created. The offshore dev team was also pulled into these talks.
After sitting with all this new information, I had a 1-1 with my UX manager and agreed we still needed more info from the core users.
The client had the bandwidth and resources to make that happen so we scheduled a shadowing with several key insiders who know the system inside and out.
Some of their tenures spanned from newly joined to a 20-year seasoned veteran for logging and overseeing claims.
Goals of shadowing:
Determine a happy path flow for claims and contract target areas.
Understand your pain points and areas of focus to help reach your day to day goals
Observe Actions
Pain points:
Where in this claims intake process do you think causes frustration or causes the most blockers?
Can you describe a typical problem you may encounter during an intake?
What happens if you can’t validate a customer info or any info from the requestors?
How do you resolve that?
Can there be a backlog of claims that haven’t been settled yet?
Assumptions:
I assume that some of your goals during the intake process are to create a claim, validate the claim, approve the claim and move the claim into the settlement phase.
I assume the ultimate goal for a claim intake is to validate the claim and settle a claim, regardless of what status it’s in.
Initial Questions for user session [Claim]: [claims intake]
What is the starting point for intaking a claim?
What is the goal of creating a claim?
What sort of data do you need to see about a claim? What are the mandatory fields you must input in order to move the claim into the settlement process. What are secondary fields that are nice to have but not mandatory?
Where, if any, in this claims intake process is there an approvals process? Who do you need approvals from? What level are they internally? Does a rep from dealer or repair facility need to approve anything in the claims intake process.
Can you edit dealer information or claim information at the time of intake?
Is the VIN # the most important piece of information you need to start to create a claim?
Can you edit a claim after validating the initial information?
Are the ultimate goals of the intake process, to 1) create a claim, 2) validate the claim, 3) approve the claim, and 4) settle the claim in that exact order?
Once a claim is created, what are the different status’ associated with the claim until it reaches settlement?
Initial Questions for user session [Claim]: [claims management]
How many claims could you get through in a day, week, month? What are the metrics that you need to satisfy?
Are there any notes that you need to input and store for a claim? Does the Dealer or RF see these notes? Can the Dealer or RF create notes as well? How do you typically communicate with a dealer or RF?
Initial Questions for user session [Claim]: [claims settlement]
How long does it usually take to settle a claim? Minutes, hours, days or weeks?
Is a goal of a settlement to pay the appropriate people on time? Who is usually receiving the money?
