For when the unexpected happens
ABOUT
A big part of insurance for customers is making a claim journey. With business stakeholders, I worked on rethinking and redefining how the claims journey look like and how the business can simplify the process to make the journey more seamless for customers at claims time.
CUSTOMER PAIN POINT
Claims journey in production has not been updated in many years. As a business, the goal is to provide an improvement to the user experience journey. With the redesign, customers would have a positive experience engaging with claims digitally which reduce call volumes to call centre.
GOALS
Improve scan-ability and readability for claims journey
Reduce amount of actions required for customers to do on one page
Improve affordance for claims journey. By providing clear visual cues, affordances help users understand how to interact with the application, reducing trial and error & increase confidence with the process.
PROCESS
USER TESTING
We created user testing forms with tree testing method in Qualtrics. With a budget, we recruited users on Askable for the survey. For some flows and sections, we prepared prototypes and recruited users for interviews. After all research activities, we collect & analyse all data and interviews. We present them back to stakeholders on Miro.
EXPLORATION : DESIGN DIRECTIONS
During the project, we would explore different design directions and bring them back to stakeholders to discuss & choose.
DESIGN DELIVERY
Have an idea?
Drop me an email
kimberleyuting@gmail.com