Challenge
Our client’s auto claims process had become fragmented and disjointed. Characterized by extensive handoffs, the process has led to the unnecessary use of adjusters, and a customer experience that is difficult to follow and confusing. Idea Couture was engaged to leverage past work with the client which offered an in-depth understanding of the current processes and goals of the claims team and to reimagine the customer journey through claims.
My role
My first role was part of the proposal team to design the approach and scope to meet this challenge. When the project began, I served as the research lead on the Idea Couture team and led the development of the research and strategy engagement for both customer labs and stakeholder workshops.
Outcome
Through ethnography and design research methods, we uncovered the unarticulated needs of the consumer and identified key moments within their journey. We worked with key stakeholders to use our insights to create five new concepts, prioritize future features, and develop a process flow map that would enable new and elevated experiences in support of the organization’s business priorities.
Customer Touchpoint Map (Current State)
The touchpoint map articulates the auto claims experience from the customer’s point of view and how that relates to the providers internal process. It also includes key points of customer interaction, social context, needs, and pain points.