Taking inventory after a theft
What if customers could quickly list all their stolen belongings to get reimbursed faster?
Who I designed for: USAA
Platform: Mobile & Web
My role: Lead Designer
Setting the stage
When filing a claim for stolen goods, the customer is required to produce a list of belongings that were affected with details such as category, cost, and brand. This used to be done by having the customer send a spreadsheet or numerous emails listing all these details that an adjuster would then have to re-enter into an application that would verify pricing data.
Our business partners wanted to create a solution that would allow customers to continuously enter their belongings digitally in one place that would sync seamlessly with the software adjusters use.
How we came up with a design
Early iterations pushed the boundaries of technical feasibility and included features such as using Amazon's database of products to let customers find their items, allowing customers to dictate their list, and using OCR to capture customers’ hand-written lists among other ideas.
We tested the low-fidelity prototype on UserZoom to validate our design direction before moving to high-fidelity screens for our developers.
In the end, a simpler solution was chosen by our business partners. I worked to create a simple form flow that allows customers to enter almost as few or as many details as customers wanted. This flexibility allowed customers to be both descriptive and vague depending on how much detail they could recall
Results
The final product presents the customers with a form that allows them to enter as much, or as little, detail as they want to prevent them from getting stuck on details they may not readily know. This flow simultaneously allows our adjusters to have most of the contents automatically entered into their software saving them valuable time.
Testing showed this design performs favorably, with positive customer sentiment, and decreased time spent by adjusters itemizing contents for reimbursement.
