top of page
Claim Experience for
Auto and Property via Mobile App
PROJECT OVERVIEW
This project is one of the 2023 digital claims team initiatives and will remain a focus until 2024. We aim to understand the holistic claims process across various products to enhance our members' experiences. Initially, we create a journey map, then choose to prioritize the mobile application and roadside assistance. These efforts are part of the support and results I contribute to for the digital claims project.
USAA CROSS-FUNCTIONAL WORKFLOW
This is the working process at USAA, designed to illustrate the collaborative efforts of our cross-functional team. The tasks highlighted in yellow are my responsibilities as the UX designer.
CLICK IMAGE
TO ENLARGE
WHAT DOES THE USAA APP OFFER
The USAA Mobile App provides secure and convenient account access. Manage finances, insurance, and banking. As an insurance member, get report claims, check status, an auto ID card, request roadside assistance, and communicate with MSRs.
USAA CROSS-FUNCTIONAL WORKFLOW
This is the working process at USAA, designed to illustrate the collaborative efforts of our cross-functional team. The tasks highlighted in yellow are my responsibilities as the UX designer.
CLICK IMAGE
TO ENLARGE
IDENTIFY GAPS AND RECOMMEND SOLUTIONS
I provided overall suggestions to improve UX, and we decided to focus on Claims Coverage and Roadside Assistance.
1. Checking Coverage
We took a deeper look to identify opportunities to improve the overall UX, including content clarity and structure. Since our team owns the full claims experience, we’re able to manage the entire process end-to-end and implement enhancements directly.
2. Roadside Assistance
Although we own the content, the Roadside Assistance team has its own design resources. In this case, our role is to identify experience gaps, improve the content, and recommend UX solutions for better alignment and impact.
FIRST TIME DESIGN?
Let me understand the holistic app features and structure first.
UNDERSTANDING CURRENT IA AND USER FLOW
After collecting all the claim-related screenshots, I analyzed the information architecture across all levels and created a user flow focused on the Claim Center's happy path. These visuals provide a clear, holistic view of the experience, making it easy to understand the overall structure and flow at a glance.
CLICK IMAGE
TO ENLARGE
RECOMMENDATIONS FOR UX & CONTENT IMPROVEMENT
I initially provided several options for IA and user flow. We then narrowed it down to three options, discussed them, and selected the final choice.
CLICK IMAGE
TO ENLARGE
Opt 1
CLICK IMAGE
TO ENLARGE
Opt 2
CLICK IMAGE
TO ENLARGE
Opt 3
CONDUCTING USABILITY TESTING
After finalizing auto coverage, we explored various mockups and user flows for property coverage. Initially, we considered a MOD design, but later expanded our approach. The content and types of property coverage differ significantly from auto coverage, presenting challenges in maintaining the same content and structure.
Overview and Background
After finalizing auto coverage, we explored mockups and user flows for property coverage. We initially considered a MOD design but expanded our approach due to differences in content and structure. We narrowed our focus to three concepts at levels 3 and 4.
Testing Goals
We’re evaluating two options to find the structure that provides the easiest navigation and access to information. Understanding user preferences will guide our decisions.
Testing Results
IMPROVING IA & USER FLOW FOR AUTO AND HOMEOWNERS CLAIMS
After selecting one of the three options and completing user testing, I defined the updated information architecture and user flow. The screens below present the full set of pages and reflect the revised structure.
FINAL CLAIM PROCESS ON MOBILE STRUCTURE
CLICK IMAGE
TO ENLARGE
FINAL CLAIM PROCESS ON MOBILE STRUCTURE
LEGACY FEATURE KEY SCREENS
These screens are part of the legacy feature. They clearly show how much we've improved the UI, including advanced functions and interactivity.
FINAL KEY SCREEN DESIGNS - AUTO AND PROPERTY FOR IOS
These screens are part of the legacy feature. They clearly show how much we've improved the UI, including advanced functions and interactivity.
NAVIGATE THE INTERACTIVE MOCKUP
REDUCED FNOL AND STATUS CALLS ACCORDING TO USAA DATA
We received data from the USAA Analytics team, showing a reduction in FNOL and status calls after visiting the Claim Center. This aligns with our August release and represents the best results we have seen.
"AS A UX DESIGNER, HEARING ABOUT
THE SUCCESSFUL PRODUCT IS THE BEST NEWS.”
NEXT STEP IN THE ECOSYSTEM
This is USAA’s big-picture plan to bring its ecosystem together. With so much content and so many design assets, it’s one of the most important tasks for the next few years.
bottom of page