The process journey

Process

  • Create the vision
  • Build & Scale

Deliverables

  • Live Pilot - Omni channel (Webapp + text)
  • Product future vision
  • Design system
  • New org structure
  • Feature roadmap

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Robyn’s Role

Product Design Team Lead:
Robyn led a multidisciplinary team, including UX design, UXR, and data research, through a launch and learn process. Through a pilot program, the team live served car accident claims by redirecting users to a new digital experience.

Team & Collaborators

Core team

  • Product Design Team Lead (Robyn)
  • 1 UX Designer
  • 1 UXR Qual
  • 1 UXR Quant
  • Business Designer
  • Full stack Dev

Extended team

  • IDEO Managing Director

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Create the vision

Identifying the opportunity through a design thinking process

UX Research
with
Simulated car accidents

Pairs of drivers were put into a simulated situation where they were asked to navigate a car accident with another stranger.

Participants were provided with digital prototypes to simulate live interactions with a support service.

5 Prototypes tested

These prototypes were provided to a research participant during a simulated car accident and through an entire claims process.

Key insights

These insights enabled the team to ideate on targeted needs

1. insight - Accident moment

Sales organizations want to differentiate and tell their unique offering.

“I wouldn’t want to focus on one more thing at the moment–I just want to calm down.”
– Driver recalling their accident

2. insight - Claim Navigate

Lack of shared understanding amplifies mutual distrust.

“I know what to do, but I don’t know what they’re going to do on their end.”
– Driver that is experienced in claims

Vision product pillars



Build & Scale

Piloting with real accidents

In order to bring this vision to life quickly, the concept built off the current platform was chosen for immediate design and dev resources.

Key Shifts

Pilot stages

Key product capabilities

Claim status

Proactively communicate with the user only when necessary.

Claim steps

Provide the user with the key steps of the process and simply show what’s important now and what to do next.

Measured outcomes