Claims Digital Transformation

Project Details

Client: Allstate

Role: Senior Product Designer, UX Team Lead, Product Delivery and Program Design

Team: 4 Senior Managers, 12 contributors plus or minus, 2 XP Teams

Tools: Sketch Cloud, Various Adobe Tools, Invision, Validately

Tech: Bluesky (entirely new ecosystem)

Brief: To enable a fully digital claim resolution experience that leverages automation capabilities while providing consumer experiences that are effortless, seamless, and intuitive. ...

Problem: Too many outbound calls and handoffs. Claim process is old, clunky, and takes place largely over the phone. We need to reduce phone call quantity and frequency to reduce customer pain points and to reduce cost.