Managing repair services during a claim
How can we help customers set up repair services at their own convenience?
Who I designed for: USAA
Platform: Mobile & Web
My role: Lead Designer
Setting the stage
During a water claim, the customer needs to be able to get water cleanup services and decide how they want to get an inspection of their home.
Before this project, these tasks were all handled solely over the phone, but our business partners asked us to create a digital solution to reduce call volume and save costs.
How we came up with a design
I started by creating qualitative user studies to gauge customers' sentiment and better empathize with customers when trying to deal with water damage in the home.
The results from the study showed insurance jargon was reduced to a minimum to reduce the customer's cognitive load — how they view the claim process and how the insurer views the process differ greatly.
After creating wireframes, I translated this proposed flow into a high-fidelity prototype that we tested with our customers.
On top of keeping up with the changing business partner requirements, this project also challenged me to keep the larger Information Architecture in mind as this project was a small flow within the overarching digital claims flow.
Results
The final design presents the customer with a simple flow that guides the customer through both the water cleanup and inspection steps of a claim in an efficient, easy-to-understand manner.
User testing showed that customers better understood what to expect next in their claim, who would be contacting them, and what they could do to keep their claim moving forward.
