OVERVIEW
Story
"As a third party carrier, I want a portal that allows me to check the status of my customer's claim on their behalf."
Target
Third party carriers: Agents of non-Liberty Mutual carriers with customers that haven't created their own third-party accounts but have a claim against a Liberty Mutual auto insurance customer. Yeah. I know, it's a bit of a puzzle that took a bit of figuring out.
Why?
This scenario accounts for ~18% of third-party claims. The current user experience requires a third-party customer to call their agent to ask for an update. Then that agent calls Liberty Mutual to ask for that update. It's a lot of hassle and a lot of expensive phone calls.
Scope
This system needs to be built upon the existing "Claim Information Portal" (which was originally created for repair shops to use) and will only have access to the same information that is currently available.
In addition, the existing portal still contains outdated design and needs to be incrementally updated using the latest design system components.
Roles
I created the wireframes and prototypes and conducted the presentation to review the work. I also worked with the research team to help me with the hallway study (that I conduced) and the questions for carriers. A content strategist wrote the copy for homepage and the labels.
Updated landing page design
EXPLORATION
Assumptions
Carriers will have more than one customer they want to check on; Carriers will want to quickly identify key information but have access to more details; Carriers will want to check back in throughout the duration of an open claim; Carriers may want to empower their customers to check on their own claims.
Strategy
1. Educate and provide content that informs carriers of what they can do on the portal; supply them with the ability to send a link to their customer.
2. Searching is the primary navigation. Entering the correct unique claim number will provide the carrier with the relevant data. (Incorrect entry must be informative.)
3. Key information is displayed immediately after the search. Potentially, this is as far as the carrier will need to go, but greater detail can be gained by clicking a button.
4. Allow carriers to "save" a claim for later consumption (like a bookmark).
5. Details page has a clear hierarchy of information with the most readily important permanently displayed.
Research
Since this wasn't our typical research task, I couldn't just do a Validately user study. My "users" are insurance carriers. Fortunately, as an employee of Liberty Mutual, I had access to carriers to ask!
I was able to determine what information would be most useful to display "at-a-glance" and was able to create a layout that should be useful to other carriers: Claim status, Claimant preferred contact information, and the Liberty Mutual agent assigned to the claim.
I was also curious about table style for the search results versus the saved claims. It seems like such a small thing but I wanted to search to see if there was a preference since there wasn't an established design.
User Value vs. Feasibility
I presented some ideas that were out of scope in addition to these more feasible versions. I like to present these ideas during early review in order to introduce possibilities for innovation and to keep the project alive, reinforcing the idea of Lean UX and iteration.
Search landing page
RESULTS
Green light
Results are expected to resolve the issue and development is slated for Q1 of 2020. Everyone is excited by the designs and are looking forward to the CIP update.
Future Versions
As I said earlier, CIP for carriers is a re-function of the core portal. Since much of that portal is outdated from a design point of view, much of the design work needs to be extended to the larger platform.
BEFORE
In the beginning
As an example, here's the original landing page and the results page for repair shops.
AFTER
The full story
Here are the rest of the latest designs that describe the flow search result to claim details.
1. Search Results
2. Saved a search result
3. Search results plus one saved claim
4. Search results plus two saved claims
