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Optimizing Mobile Auto & Property Claims Experience
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.
ROLE AND RESPONSIBILITY
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Led UX design for Auto and Property claims on mobile app
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Identified gaps through journey mapping, IA analysis, and user flow evaluation
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Designed scalable IA, flows, and wireframes for Claims and Roadside experiences
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Validated solutions through usability testing and iterative design
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Collaborated cross-functionally to align solutions and drive decisions
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Contributed to reduced FNOL and status calls through improved UX
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.
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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.
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
Reviewed UX, content clarity, and structure to identify improvement opportunities. Owned end-to-end claims experience, enabling direct implementation of enhancements.
2. Roadside Assistance
Owned content while partnering with the Roadside team’s design resources. Identified experience gaps and recommended UX improvements for better alignment and impact.
UNDERSTANDING CURRENT IA AND USER FLOW
Collected claim-related screens to analyze IA across all levels and map the Claim Center happy path. Provides a clear, holistic view of the structure and flow at a glance.
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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.
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Opt 1
Opt 2
CONDUCTING USABILITY TESTING
After finalizing auto coverage, explored multiple mockups and flows for property coverage. Content differences from auto created challenges in maintaining consistent structure.
Overview and Background
After finalizing auto coverage, explored mockups and flows for property coverage. Expanded beyond the initial MOD approach due to content differences, focusing on three concepts at levels 3 and 4.
Testing Goals
Evaluated two options to identify the most intuitive structure. Used user feedback to guide final 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
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FINAL CLAIM PROCESS ON MOBILE STRUCTURE
LEGACY FEATURE
KEY SCREENS
Legacy screens highlighting previous UI, functionality, and interaction patterns.
NAVIGATE THE INTERACTIVE MOCKUP
FINAL KEY SCREEN DESIGNS - AUTO AND PROPERTY FOR IOS
Updated designs showing improved UI, advanced functionality, and enhanced interactivity.
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.
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