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Journey mapping

Total loss experience

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Situation

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Poor containment from settlement offer page from claim center:

  • 46% of users accepted offer
  • 6% of users stayed digital to decline offer
  • 48% of users dropped-off, meaning
    • higher call burden
    • extra noise and friction for the user

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Task

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PM requested help to improve digital containment

  • Looking for where to put email and/or SMS “nudge”
  • Looking for ways to reduce noise for claimant who is bombarded with outdated communications.

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Actions

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Define user problem:

As a total loss claimant, I want to navigate the settlement process easily so that I can accept or decline the offer without needing to talk with an adjuster.

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Actions

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Empathize:

  • Collaborate with UXD to map out existing user journey
  • Source remaining content assets from test environments
  • Data deep dive
    • Adobe Analytics
    • Glassbox
    • Clarabridge/XM Discover
    • Gridspace

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Results

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Our journey map with claim center and email/SMS experiences, brought clarity and visibility to user pain-points.

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Results

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We delivered a prototype for leadership including:

  • 3 proposed changes for testing.
  • 8 proposed changes for best practices.
  • 10% improvement of microcopy style adherence.