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

The Solution

Claims Intake Designer enables business users at insurance companies to design and deploy Claims Intake experiences without coding. It provides pre-built metadata question sets and a drag-and-drop interface to create adaptive workflows where each question depends on the previous response.

The tool generates a runtime UI for policyholders and integrates with Claims Autopilot, structuring collected data into a payload for automated processing

• 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