InsureTech Scheduling Solution, Research and Design
Challenge
Insurance adjusters face a multitude of inefficiencies as they assess the damages caused by natural disasters. Catastrophe Insurance adjusters need an easy way to schedule appointments because they have limited time to file as many claims as possible.
High-level goals
Validate this assumption
Understand the bottlenecks, inefficiencies, and frustrations that insurance adjusters face.
Design a solution to fit their needs and goals.
Discovery
We employed a thorough approach, incorporating user and industry research, competitive analysis, and storyboarding to develop an optimal solution for our client. This involved exploring research questions, identifying key findings, discovering the target market, and creating user stories and storyboarding potential solutions.
Research questions
What type of lifestyle do adjusters live?
What is the start-to-finish claim process?
What are the bottlenecks in the process?
How is the adjuster handling these bottlenecks?
What are their biggest concerns, frustrations, etc?
How are adjusters handling their claim load, including time management, software, and technology use?
Methodology & Participants
Phone interviews with 4 insurance adjusters who take on catastrophe claims
Location: United States
Length: 30 minutes
Insurance Adjusters that have been in the industry for 3+ years
Men/Women
No age restriction
Key Findings
Participants share the following statements throughout the interviews:
There isn’t enough time to complete claim reports
There’s too much driving involved with the job
Finding accommodations in a disaster zone is difficult
The more reports filed, the more money is made
Making enough money to take the family on vacation is important
Spending more time with family is important
A Typical User: Jeff Luger
😊 Friendly ⚙️ Hard Working
😏 Sarcastic 💪 Determined
AGE: 45 | OCCUPATION: Insurance Adjuster | LOCATION: Dallas, TX | RELATIONSHIP STATUS: Married
Demographics
Work efficiency
Work-life balance
Making more money
Goals
Driving too much
Lack of community while on the road
Time constraints of the job
Frustrations
Making more money
Taking vacation
Gaining advice in the field
Motivations
User Stories
Harper, newly married, is heading out for hurricane season. She’s looking for an efficient way to add claims to her schedule and contact homeowners quickly so she can get back home to her husband.
Stanley, an insurance adjuster during hurricane season, is looking for a way to plan claim trips across multiple cities more efficiently, minimizing drive time and fuel costs.
Robert, an insurance adjuster who just arrived at a hurricane site, is looking for a way to quickly connect with local colleagues to find out which areas of town are shut down.
Sarah, an insurance adjuster during the hurricane season, is looking for a solution to help her process more claims quicker to avoid working during the school year and be available for her two middle school boys.
Creating the experience
InsureTech is a scheduling platform that allows natural disaster insurance adjusters to schedule their time more efficiently from their laptops.
Based on research, the app prioritizes key features for a swift, minimum-viable product launch. User flow and information architecture were designed accordingly and validated through user testing. Following this testing, low-fidelity and high-fidelity screens of the product were produced for the client; however, the final prototype testing was skipped due to budget limitations.
Final Thoughts
The successful development of the Catastrophe Insurance Adjuster Scheduling SaaS platform marks a significant milestone in addressing industry needs. Despite facing budgetary constraints, our commitment to delivering a valuable solution remained unwavering. While limitations on extensive user testing were encountered, the site architecture validation was conducted through card sort testing with real users, providing a solid foundation. Moving forward, the prototype requires continued validation and iterative enhancements to ensure optimal functionality and user satisfaction in the dynamic insurance landscape.