Role: Lead Product Designer / UX-UI Strategist.
Platform & Ecosystem: Mobile App (Policyholders / Field Data Entry) + Responsive Web Dashboard (Agents / Analysis & Assessment).
Tools: Figma + Maze
Year: 2021
Business Context and Challenge
Modernize insurance claims management through end-to-end digitization, eliminating paper-based processes and providing real-time analytics for insurers.
Business Challenge:
Dual User Profile: Design a dual-purpose solution: an ultra-fast, guided mobile interface for end users during stressful situations (such as an accident) and a data-rich yet efficient web platform for claims adjusters.
Standardization:
Create an automated valuation engine based on vehicle type, market value, and the insurer’s preferences.
Strategic Approach and Research (Research & Insights) User Validation:
Qualitative research using focus groups with 250 Autocom customers to understand the real pain points when filing claims and assessing damage.
Key Insights:
01
Speed and Intuition:
Users compare the experience to everyday apps (banking, ride-hailing). Long forms lead to immediate abandonment.
02
Transparency as a Trust Builder:
Lack of visibility into the status leads to constant calls to support. Real-time tracking is essential.
03
Visual Guidance and Offline Mode:
In areas with poor connectivity or during a crash, users need visual assistance to take accurate photos of the damage and the ability to operate offline.
This end-to-end digital solution modernizes claims management by reducing manual processes and providing actionable insights for insurance companies.
Design Solution (Core Experience Architecture) Omnichannel Ecosystem: Mobile App (Policyholder):
Assisted Documentation: Guided workflow for taking photos of the damaged vehicle.
Incident Tracking: Transparent timeline for real-time tracking of the claim’s status.
Web Platform (Insurance Agent & Management): Dashboard & Analytics: Centralized console with filters by branch, date range, status, and assessment type. Categorization & Valuation
Automated: Algorithm that calculates market estimates to speed up approvals and repairs.
Implementation & Scalability (System Design & Engineering) Multi-Device Experience:
Responsive design that ensures data parity between user mobile data entry and desktop web processing.
Automated Business Rules:
Claim categorization by branch, expert appraisals, repair estimates, and modular approval workflow.
System Design:
Clean, accessible components designed to scale to multiple partners in the automotive and insurance industries.
Results and Impact (Project Takeaways & Business Value)Time Savings (Efficiency):
A 32% reduction in response and processing times, accelerating resolutions and reducing operating costs for Autocom and insurance companies.
Mobile Adoption (Mobile-First Strategy):
The mobile app became the primary channel for filing claims, reducing the operational burden on call centers.
Standardization (Data Accuracy):
Automated damage assessment eliminated manual biases and standardized cost estimates for damages.
By leveraging a responsive web design and an intuitive mobile interface, the platform ensures a seamless experience across devices.
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