FNOL - Claim Reporting

calendar When: 2022-2023

calendar Team: 1 PO, 1 BA, 2 Engineers; (Architect & Developer), 1 Designer, *2 researchers

calendar My Role: Sr. Product Designer

calendar Tools: Figma, ADO

The Problem

Previously, clients had no convenient or accessible way to report a loss other than calling their broker or dealing directly with FM. For claims under $150k, it was often more efficient for FM to simply pay out the claim rather than go through the formal reporting process. This made the reporting system feel unnecessary, especially for smaller claims where the damage wasn’t significant enough to justify the time and effort required.

The Goal

The goal was to provide clients with an intuitive, quick, and user-friendly way to report a loss. By streamlining the process, the solution aimed to save time for both clients and FM, reducing inefficiencies and ensuring a smoother, more effective claims experience for all parties involved.

My Role: Sr. Product Designer

As a Senior Product Designer on this project, I was responsible for leading and executing the design process to deliver an intuitive and efficient solution for clients. My key contributions included

  • Task Flows: Developing end-to-end screen flows to map the user journey and ensure a cohesive, logical experience.
  • Interaction Design: Designing seamless, intuitive interactions that guided users through the process of reporting a loss
  • Prototyping: Building interactive prototypes to validate design concepts, facilitate usability testing, and gather feedback from stakeholders and users.
  • UI Design: Creating visually appealing and user-centric interfaces that adhered to brand guidelines while enhancing usability.
  • Comprehensive Design Ownership: Overseeing every aspect of the design process, from initial research and ideation to high-fidelity designs, while collaborating closely with cross-functional teams to align with business goals and user needs.

Research

CONSTRAINTS: This feature prioritized delivering business value by optimizing workflows and enhancing client experience, with limited emphasis on extensive discovery and research during development. The streamlined approach focused on achieving quick, impactful results to support operational efficiency and decision-making.

Client Sessions

The research group conducted several interviews with users, clients, and brokers, spanning the discovery phase to uncover key pain points, needs, and opportunities. These interviews provided critical insights into user behaviors, expectations, and challenges, forming the foundation for the design process. By understanding workflows and gathering qualitative data, the team was able to prioritize features that would enhance usability, improve efficiency, and streamline the claims reporting experience.

Contextual Interviews

Data was collected using Airtable during contextual interviews with 18 participants, including users, clients, and brokers. The gathered insights were systematically documented for evaluation, allowing the team to identify trends, analyze recurring challenges, and highlight common pain points. This process helped prioritize opportunities for improvement and guide the development of actionable solutions. Additionally, organizing the data in a centralized platform enabled efficient collaboration across the team, fostering transparency and ensuring no valuable input was overlooked. By capturing diverse perspectives, the team could make informed decisions and focus on creating a user-centric approach that addressed critical needs effectively.



Method

  • Interviews: Conducted 18 client interviews via MS Teams.
  • Participants: All were Risk Managers or held related roles.
  • Relationships: Participants valued strong working relationships with their FMG Claims team.
  • Trust: Trust-based relationships helped resolve claims challenges effectively.
  • Reporting: Most reported claims directly to an Adjuster or Claims Manager.
  • Limitations: Adjusters or Claims Managers might be unavailable; phone access was deemed crucial, especially during major losses or natural catastrophes, for immediate assurance of claim response.
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Prevailing Practices

Most participants rely on custom built Excel spreadsheets to track property losses/claims. This method is generally perceived as effective.

  • Significant property losses/claims are relatively rare, so the overall data set is not overwhelming.
  • FM Global does not currently provide a claims documentation system that fills client needs for documenting property losses/claims.
  • Time element losses are typically not measured or documented unless a claim is filed.
  • Two participants currently use Riskonnect as their RMIS.
  • Riskonnect is viewed as an incomplete solution for property claims, better suited for liability claims.
  • Most participants would value a FMG system that provided more detailed loss/claim documentation.
Mixed Reviews

The Claims Tracker concept received mixed feedback. Risk Managers felt confident about their understanding of the general claims process and preferred getting detailed claim updates from their designated site-level employee, primarily through email. They would contact the FM Global Claims team if the information from their representative was inadequate or required an Adjuster's input. While some thought the Claims Tracker might benefit their site-level representative who handles the claim intricacies, there was concern about the learning curve associated with a new interface for claims management.

Pain Points
  • "When I want to get the status of a claim, I go to my guy on site. Where are you, what have you submitted, what do you have to do. If I get frustrated w/my person, then I’ll contact FM adjuster the claims reporting" ~ Duke University
  • "They exist but they are internal issues. It takes a while for invoices to get processed through our system" ~ Johnson & Johnson

Design & Simplicity figma

The design process for this aimed at creating a user-friendly simple, and easy experience. It began with mapping task flows in FigJam and collaborating with engineering to ensure technical feasibility and a smooth user journey. Low-fidelity prototypes were then created in Figma to visualize key interactions, such as selecting claim types, entering incident details, and uploading documents.

Task/User Flow

To collaboratively design and validate the task flow, we used FigJam to map out each step of the user journey in detail. This process streamlined user interactions by highlighting potential roadblocks. Collaboration with the engineering team was integral to this stage, as their input helped address technical feasibility and constraints early on. We analyzed backend dependencies, such as database performance, and made iterative adjustments to align the design with technical capabilities. "

Wireframes

Wireframes were used to visualize the structure of the application, map out the user journey, and ensure all key features and interactions are aligned with the project's objectives before moving on to detailed design or development.

Screens