Home & Contents Insurance
Overview
As members could only lodge their claims over the phone, RACQ wanted to provide them with an alternative faster and easier option.
To come up with a suitable solution, we ran a 3-day design sprint workshop.
Role
Senior UX Designer
User Research, Visual Design, Ideation, Wireframing, Prototyping & Usability Testing
Challenge
Give RACQ members a simple alternative to lodge their home and contents insurance claims and a transparent way to track the progress.
Solution
Enable members to lodge a claim from the RACQ website and allow low-value claims to be approved automatically with instant reimbursement.
Design Process
We organised an intensive 3-day design sprint workshop exploring the main design thinking phases:
- Day one: Define
- Day two: Ideate
- Day three: Storyboard
- After the sprint: Prototype and test
We gathered with Subject Matter Experts, Consultants, Copywriter, Member Experience Researchers, Business Analyst, and Data Analyst to accomplish our goals. Having such a diverse set of knowledge and skills on the team allowed us to tackle this challenge from every angle.
Discovery
In preparation for the workshop, we interviewed customer service consultants and members separately to gather insights and understand their experience throughout the claim.
We interviewed members who had previously made a claim and spent time with consultants to listen to the calls. This helped us paint a clear picture from a member and consultant perspective.
Kick Off
We held a kick-off session with key stakeholders to identify the project’s goals, deliverables and define the roles and responsibilities within the team.
Day 1 – Define
We reviewed the research with the team and agreed on the Goal statement. We mapped out the current state journey highlighting pain points, which gave us a holistic view of the claiming process.
Mapping out the journey sparked interesting discussions, questions and insights, which we captured as we progressed.
By the end of day 1, we chose three scenarios to design based on our research and data.
Day 2 – Ideate
With a clear picture of the challenge and a map for our next steps, it was time to develop ideas.
We produced as many ideas as possible through ideation exercises, voted on the winning ideas, and turned these into storyboards.
Day 3 – Storyboarding
With the ideas ready, we sketched the three journeys. We experimented with the order and flow of questions for the members.
After many iterations, we reached a consensus and converted these sketches into a low fidelity wireframe.
Wireframes
Using the outputs from the workshop, I produced a low fidelity wireframe for both mobile and desktop to reflect the three key journeys.
We showcased the wireframe with the team and stakeholders, captured their feedback, and polished the wireframes.
Testing
To validate our designs, we tested with eight members on both mobile and laptop devices.
Following the usability testing session, we presented the findings and recommendations back to the business. We made further changes to the prototype and prepared for our second round of tests.
The second round of testing was much more positive and revealed only a few minor things; overall, we had the confidence to move forward with the designs.
On each iteration, we held walkthrough sessions and presented the feedback to the rest of the team.
UI Design
After testing, the designs were completed using Adobe XD and delivered to the developers with Zeplin.
Outcome
We were extremely pleased with the outcome of this workshop. As the pandemic interrupted us halfway through the workshop, we quickly switched from real-world into remote scenarios and adapted using online whiteboard session tools like Miro and delivered on time.
Immediately after going live, we could see an increase in online lodgements and successful quick claims.
