Claims and AR self-inspection
A client approached me to upgrade their app, "AutoDigital," and improve the usability for their users. AutoDigital is an app that streamlines interactions between driving insurance companies and their customers. The app currently offers two main features: the ability for drivers to perform self-inspections using augmented reality (AR) via their smartphones, and accident claim submission. The challenge was to enhance the self-inspection experience by integrating it into the claim submission process.
Research
Conducted user research to understand pain points and opportunities, ensuring a user-centered approach
Definition
Leveraged insights to define key focus areas and user flows, refining the design through iterative sessions to align with both user needs and business goals
Prototyping
Designed low-fidelity and high-fidelity prototypes, incorporating feedback from usability tests and optimizing the interface with the existing systems
Testing
Conducted multiple rounds of testing, refining the journey and concept based on real user feedback
The Client's Request
In the traditional insurance process, after submitting a claim, an on-site appraisal is required. A company expert evaluates the damage and provides a repair estimate, which forces the driver to take the car to a repair shop and leave it for inspection. At the end of the day, the car is returned to the driver without any certainty about when the actual repairs will begin.
The goal of this project was to streamline the process by enabling users to conduct a digital self-inspection using Augmented Reality (AR) during the claim submission. This process allows the insurance company to analyze the damages through computer vision technology and generate a damage estimate. The client is then informed when the repairs will commence, providing an efficient and frictionless experience from claim submission to repair.
App Status Quo
The claim submission process, on the other hand, consists of a simple sequence of questions that guide the driver in describing the accident’s dynamics and circumstances. This information is then sent to the insurer to initiate the traditional claims procedure.
Current Journey
By analyzing the procedures following an accident, I identified all the key players involved: the driver, the claim adjuster, and the repair shop. To pinpoint the key focus areas and the application's weaknesses, I examined the current journey and the interactions between these participants, always considering the driver as the primary app user.
Key Focus Areas
Key Factors
While the new application aims to provide the best possible user experience, my interviews revealed several potential obstacles that must be addressed to avoid weaknesses in the new flow. Therefore, the following five key factors need to be considered:
The driver can only conduct a self-inspection if the vehicle is not significantly damaged.
Not all affiliated repair shops accept self-inspections.
Drivers may prefer to choose their own trusted repair shop.
To make an accurate evaluation, the adjuster may require a detailed scan of the damaged area.
A 360° scan of the vehicle is mandatory for any type of evaluation.
Improved User Journey
As a result of the initial phases, I ideated a new concept translated in a new user flow, aiming to enhance the overall experience. This flow was designed with careful consideration of the key focus areas and factors highlighted earlier. It reflects insights gained throughout the Design Thinking process, gathered through multiple iterations informed by research and ongoing dialogue with the client. The version presented here is the final iteration of this process.
Prototyping
The initial step in the prototyping phase involved creating a paper prototype to test the flow's fluency and efficiency. One of the key insights from the first testing phase was the need for a private area where drivers could monitor the progress of their submission and receive feedback from the insurance company. To facilitate access to this area, it was integrated into the menu page.
Since this project focused on enhancing the user experience of the existing application, I tailored my final UI to align with the established Design System created by the design agency. This allowed me to move straigh into the high-fidelity stage and saving time due to tight timeline of 10 days. So I designed three distinct versions throughout the process, marked by two testing phases and continuous dialogue with the client.
One of the key areas I focused on was the selection of repair shops. Based on insights from testing, I integrated this new option into the claim response steps, before the self-inspection experience. This allows customers to choose also repair shops of their trust that may not support self-inspection, adapting the app's path accordingly. Additionally, I included an option for users to select repair availability dates, streamlining the process for both the insurance company and the repair shop, reducing frustration and potential issues.
Continuing within the claim response process, I want to highlight another crucial aspect: the selection of damages. The questions begin with a general inquiry about the damaged areas, followed by specific questions regarding the main components. This process serves as another essential trigger that determines whether the user will proceed with the self-inspection.
Based on this selection, if the damaged areas are not extensive and the user opts for a self-inspection, the application will initiate a 360° Augmented Reality video experience, along with a more targeted photo experience to capture the specific damaged sections.
At the end of the happy path, I introduced the private area section where users, after receiving feedback from the adjuster, can select their preferred day and time for repairs. These options align with the preferences indicated during the claim submission and are facilitated by an agreement between the insurance company and the chosen repair shop.
The final delivery
For a comprehensive overview, below is the final high-fidelity prototype delivered to the client.