Liberty Mutual Claim Status Tracker

The Challenge

Not keeping customers informed of the status of their claim was driving negative satisfaction

Checking claim status presented the largest opportunity for Claims in regards to gap to competitors in claim NPS, based on operational data, adjuster feedback, and industry research such as JD Power.

PROJECT DETAILS

  • Role: Sole UX Strategist

  • Timeline: 2 Weeks

  • UX Budget: $300 for incentives

  • Tools:

    • UserInterviews.com

    • UserTesting.com

    • Figma

METHODS:

  • Problem Identification

  • Research Planning & Execution

  • Client Management

  • Usability Testing

  • ‍‍‍‍‍Prototyping

DELIVERABLES

  • Interview Syntheses

  • Journey Maps

  • UX Recommendations

  • UI Design

OUTCOMES

  • Reduced call-center complaints

  • 15,000 MAU increase

  • 19% reduction in churn from program

Initial State

Customers lacked visibility into claim status

While users were told in offline communications to visit their online account to understand the status of their claim, users did not consider the claim information provided to them online as enough to understand the status of their claim.

User Feedback:

Couldn’t reach adjuster:

“My Claims Specialist was extremely hard to reach, he did not return my phone calls and emails. There were no updates online and I had to constantly contact him and leave messages. I was only trying to get status updates for my claim”

Lacked Visibility Into Status:

“I had the worst experience with the whole claims process. No status provided, no information online other than it saying my claim was "Closed", when in fact it wasn’t… provide better status in online customer page”


“The online status is not helpful when you do not know how to move forward.”


“I just received a text saying I could find out more online. I have to say, I didn’t learn anything from checking out the website…”


“Provide online portal showing me status of the claim, what you need from me, where my claim is in the process, and facilitate communication between me and the adjuster. No need to rely on phone calls, emails, etc.”


“Use the electronic interface you encourage your customers to use so we can communicate about status and updates”

Working Hypotheses:

Qualitative Research

Uncovering the jobs-to-be-done for users and agents

Went into it to learn:

Key Takeaways:

Revised Working Hypotheses:

Iterations & Validations

Tested Hypotheses

Solution

Uncovering the jobs-to-be-done for users and agents

Final Solution

Business Impact

Phase 2