Content Intake Form
The Challenge
Reduce cycle time for Property claims
Department focus was set on reducing cycle time for Property claims.
With that information alone, I leveraged operational data to highlight an area of focus where we could reduce cycle time quickly, at low cost, and with low development effort.
Past experience made it clear that we could remove manual effort and simplify the process around customers providing a list of items that were damaged or stolen in a loss.
In addition, I collected additional value by working with an existing pricing vendor so that we could automate the pricing of contents and remove the need for adjuster hand-offs.
PROJECT DETAILS
Role: Product Mansger, Sole UX Strategist
Timeline: 4-6 Weeks
Budget: $0
Tools:
Claim System for Data Cataloging
Figma for Design
Heap for App Usage Tracking
METHODS:
Problem Identification & Scoping
Adjuster SME Interviews
Scrum Team Coordination & Planning
Usability Testing
Prototyping
DELIVERABLES
Launched MVP Feature
Automated list of priced contents
Analytics for monitoring
OUTCOMES
Reduced cycle time by 2 days
>90% cSAT with feature
Scaled to all Theft Claims
Initial State & Discovery
A quick journey map highlighted the opportunity to reduce a 15.1 day cycle time by up to 4 days by removing waiting and manual effort
The process of submitting a list of stolen items was not user or adjuster friendly
Key Working Hypotheses
Most customers don’t have access to Microsoft Excel, so providing an easily accessed list form will make it accessible to almost all customers
The current Excel form is overwhelming and creates questions
Adjusters handle simple, small item theft claims differently than larger, complex claims
If we can focus users on gathering information for their claim via an easy form, we can buy time for adjusters to assess coverage and additional steps needed for that specific claim
How might we…
Goal:
Make a simple, mobile friendly form that customers can start on before speaking with an adjuster to set the claim up for success?
Approach:
Through interviews and group brainstorms with claims adjusters, we:
Scoped which claims were ‘fast path’ and would be low risk but beneficial to focus on
Identified current best practices and claim handling requirements
Mapped out service blueprint for proposed process change
Working cross-functionally with designers, app developers, and Claim system analysts, we:
Mocked up a simple form that customers could access on the mobile site, or that customers could be directed to via a simple link (based on adjuster insights that they may speak to some customers before they’ve visited their claim details online)
Identified how we could send the completed list to the claim system for documentation and adjuster access
Identified how we could send the completed list to our pricing vendor and how they would handle the new intake process vs. receiving manual emails from adjusters with the list for pricing
