Auto glass claims visioning
How can getting a windshield fixed be an easier experience for customers and the adjuster?
Who I designed for: USAA
Platform: Mobile & Web
My role: Designer
Setting the stage
While most customers have a positive experience with the Glass claim experience, we know there’s always room for improvement.
At the time, the vast majority of these claims were being filed via phone. Our business partners tasked us with finding ways our 3rd party vendor could improve and looking at what a potential in-house solution could look like.
Early findings
Since this product is hosted by a 3rd party, we had to be creative in our research. We partnered with our SEO and Data Analytics team to glean any relevant data beyond what the 3rd party was willing to share.
In addition to stakeholder interviews and on-site interviews at the vendor's shop, we were able to put together mental models and an experience map to represent our customers' experience when filing glass claims.
The initial research indicated most customers were apprehensive about filing due to unknown costs, unanswered questions, and scheduling problems.
How we came up with a design
We hosted a workshop with our business partners to determine feasibility and impact of fixing our customers’ pain points and subsequently rank them. Based on this prioritization, we began ideating potential near and far term solutions.
We envisioned concepts like bundling with pre-existing telematic apps, automated filing, streamlined scheduling, and more. These concepts were presented with accompanying illustrations to help our business partners envision a better glass claim experience.
Results
Our business partners agreed that despite the difficulty of convincing the vendor to implement changes, there were many beneficial changes that could be made. This effort fulfilled their request to see the potential for Auto glass claims, even if these solutions are yet to be implemented.
Currently our business partners are waiting for development resources before moving forward with some of our proposed concepts.