Bringing closure to a claim
How can we help customers be confident their insurer has taken care of everything when the claim closes?
Who I designed for: USAA
Platform: Mobile & Web
My role: Lead Designer
Setting the stage
In the eyes of the insurer, once payment has been issued the claim is closed; however, it’s common that repairs have not yet finished and costs could increase. This leads to customer frustration as it feels their insurer has left them to handle the rest of the claim on their own.
Our business partners asked us to create a solution that would allow the customer to provide feedback regarding repairs and reimbursement digitally.
How we came up with a design
To set a baseline, we created an experience map to understand all the possible scenarios customers may experience when a claim closes. We identified gaps and began ideating concepts. After prioritizing these concepts, we began wireframing.
Once we moved into high-fidelity prototypes, we conducted user testing to validate our design.
Results
User testing showed customers valued the honesty shown by ensuring customers were aware of the less known coverages, the simplicity of applying for reimbursement, and the ability to provide direct feedback about repairs.
The final flow succeeded in exceeding our business partner metrics. It has led to reduced calls and increased customer satisfaction.