Car insurance online claims tracking

2020

Problem statement

Dealing with a car incident is never enjoyable.

 

Before the launch of online claims tracking portal, customers had to call AXA for updates, which caused frustration and added pressure on the contact centre, especially during COVID.

 

This created an urgent need for a user-friendly, self-service online tracking experience.

My involvement in the project

As the UX/UI Designer, I translated complex business requirements, user insights, and UX best practices into end-to-end design solutions for both mobile and desktop platforms.

 

I collaborated closely with cross-functional teams in an Agile environment, working alongside the Lead User Researcher, Business Analysts, the Claims and Operations teams, and Developers to ensure a seamless user experience and alignment with business goals.

  • user journey mapping
    User journey mapping

    Built empathy with the claims process and gained a comprehensive understanding of the claims journey involving multiple parties.

  • Personas design

    3 personas covering various customer demographics and complex scenarios were created and adopted in workshops and ideations.

    persona design
  • Wireframing & prototyping

    2 rounds of user testing were conducted. Platinum and MVP versions were created to meet business and development goals.

    wireframe

Design concepts

After learning customer pain points and business needs, the main concept for the online claims tracking was to create a one-page self-service portal that:

  • Clearly informs users of their claim status and required actions
  • Presents information in a simple, user-friendly way
  • Offers guidance and reassurance during a stressful time

 

The design also accommodates different claim scenarios, including written-off vehicles, courtesy cars, and repairs.

Time
Battery level
Connection strength

Outcome

250,000 visits (25% of customers) accessed the claims tracking portal between May 2021 and August 2022, leading to reduced contact centre calls.

 

The project won Gold Customer Champion at the 2021 Insurance Times Awards.

Reflection

“My first major UX project was challenging but rewarding - navigating complex insurance processes and seeing the claims tracking feature bring real relief to both customers and business.”

HomeWorkAbout me

Car insurance online claims tracking

2020

Problem statement

Dealing with a car incident is never enjoyable.

 

Before the launch of online claims tracking portal, customers had to call AXA for updates, which caused frustration and added pressure on the contact centre, especially during COVID.

 

This created an urgent need for a user-friendly, self-service online tracking experience.

My involvement in the project

As the UX/UI Designer, I translated complex business requirements, user insights, and UX best practices into end-to-end design solutions for both mobile and desktop platforms.

 

I collaborated closely with cross-functional teams in an Agile environment, working alongside the Lead User Researcher, Business Analysts, the Claims and Operations teams, and Developers to ensure a seamless user experience and alignment with business goals.

  • user journey mapping
    User journey mapping

    Built empathy with the claims process and gained a comprehensive understanding of the claims journey involving multiple parties.

  • Personas design

    3 personas covering various customer demographics and complex scenarios were created and adopted in workshops and ideations.

    persona design
  • Wireframing & prototyping

    2 rounds of user testing were conducted. Platinum and MVP versions were created to meet business and development goals.

    wireframe

Design concepts

After learning customer pain points and business needs, the main concept for the online claims tracking was to create a one-page self-service portal that:

  • Clearly informs users of their claim status and required actions
  • Presents information in a simple, user-friendly way
  • Offers guidance and reassurance during a stressful time

 

The design also accommodates different claim scenarios, including written-off vehicles, courtesy cars, and repairs.

Outcome

250,000 visits (25% of customers) accessed the claims tracking portal between May 2021 and August 2022, leading to reduced contact centre calls.

 

The project won Gold Customer Champion at the 2021 Insurance Times Awards.

Reflection

“My first major UX project was challenging but rewarding - navigating complex insurance processes and seeing the claims tracking feature bring real relief to both customers and business.”

HomeWorkAbout me

Car insurance online claims tracking

2020

Problem statement

Dealing with a car incident is never enjoyable.

 

Before the launch of online claims tracking portal, customers had to call AXA for updates, which caused frustration and added pressure on the contact centre, especially during COVID.

 

This created an urgent need for a user-friendly, self-service online tracking experience.

My involvement in the project

As the UX/UI Designer, I translated complex business requirements, user insights, and UX best practices into end-to-end design solutions for both mobile and desktop platforms.

 

I collaborated closely with cross-functional teams in an Agile environment, working alongside the Lead User Researcher, Business Analysts, the Claims and Operations teams, and Developers to ensure a seamless user experience and alignment with business goals.

  • user journey mapping
    User journey mapping

    Built empathy with the claims process and gained a comprehensive understanding of the claims journey involving multiple parties.

  • Personas design

    3 personas covering various customer demographics and complex scenarios were created and adopted in workshops and ideations.

    persona design
  • Wireframing & prototyping

    2 rounds of user testing were conducted. Platinum and MVP versions were created to meet business and development goals.

    wireframe

Design concepts

After learning customer pain points and business needs, the main concept for the online claims tracking was to create a one-page self-service portal that:

  • Clearly informs users of their claim status and required actions
  • Presents information in a simple, user-friendly way
  • Offers guidance and reassurance during a stressful time

 

The design also accommodates different claim scenarios, including written-off vehicles, courtesy cars, and repairs.

Time
Battery level
Connection strength

Outcome

250,000 visits (25% of customers) accessed the claims tracking portal between May 2021 and August 2022, leading to reduced contact centre calls.

 

The project won Gold Customer Champion at the 2021 Insurance Times Awards.

Reflection

“My first major UX project was challenging but rewarding - navigating complex insurance processes and seeing the claims tracking feature bring real relief to both customers and business.”