During a 9 month contract at an insurance company, I had the opportunity to redesign the Glass and Tow Reimbursement within the claims department. The goal behind this effort was to enhance the current design and improve the experience for the member. Taking the current design, we identified areas of the experience that could be streamlined, making the steps to file claim as easy and straightforward as possible. Additionally, we wanted to be explicitly clear that a member would need to add their payment preference when filing their claim. Which is why we included a medium priority message letting the member know that their payment method would need to be added. During this process, an IA was created to fully understand how a member would land on the page and their user journey through the experience. Once the design was complete, our next step was to create a Prototype of the experience in Invision to put it in front of members for Unmoderated Testing. Our main goal was to see if members found the experience and the overall flow easy to understand and navigate. Once our test was done, we found that users had no issues moving forward through the flow and were able to complete the task of filing their claim.
Software used: Sketch and Invision
