An end-to-end online claims journey for mobile phone insurance
Assurant provides mobile phone and gadget insurance for banks such as Barclays, Lloyds banking group, Virgin Money, Nationwide and many more... My task as lead UX on the new digital team was to optimise current journeys and create the new end-to-end claims journey. From making a claim all the way through acceptance and the fulfilment process allowing users to organise their preferred method for a replacement or repaired device.
Hi-fidelity Prototype creation
I was hired to contribute to the continuous optimisation stream by working with analytics and the product owner, usability testing and iteratively making improvements to the existing product. My main focus as lead UX on the newly formed agile digital team was to help bring 'Dynamic Claims Fulfilment' (DCF) to the core product that could then be rolled out to all of the banking customers.
Assurant's 'Make a Claim' journey allowed the user to register a device and go through various stages including the main claim questions page, which formed the basis on whether the claim would be accepted or not. After the user reached the claim assessment stage the online journey was complete and the rest of the claim was handled offline via email and on the phones with the call centre. DCF would reduce costs by reducing traffic to the call centre and help their customers to self serve and complete claims entirely online.
Due to the technical and logistical complexity of the DCF proposition, I decided to start with a completely remote design sprint. The best way to make fast informed decisions was to get all the key representatives in one virtual room to discuss the considerations and get their invaluable input early on.
I moderated the 4 day workshop event using Miro as our workspace. Our sprint team consisted of representatives from the business as:
- Product owner
- Technical lead
- Technical product owner
- Analytics lead
- Information architect
- Customer Experience
- Operations manager
- User experience design (myself and one other)
The result was that we had produced a focus and direction to produce the first iteration for a DCF MVP that we tested with real users. Below are some samples from the design sprint miro board workshop stages.