Guidewire helps P&C insurers run and grow their businesses. Today’s claims teams face growing pressure to reduce costs, improve accuracy, and enhance the customer experience.

• <10% have automated claims today, though >50% want it within 3 years

• 1 in 3 customers leave after a poor claims experience

• CSAT drops 29 points when an adjuster is involved
  

Objective

• Conduct quantitative research
  I interviewed claims managers at mid-sized insurers to understand how they create and manage the Claims Intake experience. The goal was to uncover:

  • Key phases in building an auto claims intake

  • Time required to complete the process

  • Personas involved at each phases of the process 

• Mapped out As-is vs. To-be flows:
  I mapped the as-is journey, which revealed a heavily IT dependent process: Initial setup led by business users, Implementation and post-implementation handled by IT and engineering.

  To envision a better experience, I created a to-be flow—highlighting tasks that could shift from IT to business users with the right tools, reducing delays and increasing efficiency.

• Conducted Competitive Analysis
  I drew inspiration from both insurance and non-insurance solutions for a wide range of ideas

• Ran a Working session
  with PMs and devs to align on opportunities and validate feasibility.

• Created a series of low-fi mocks
  And iterated through feedback cycles with PMs, engineers, and designers.

• Conducted usability study and synthesis
  where I recognize users struggled with navigation, terminology, and rule setup. We prioritized improving node behavior, UI clarity, and accessibility, with quick wins in navigation and terminology