Rapid Design Challenge
Internal Project
Background to Concept
With the insurance industry in mind, we challenged ourselves to develop a proof of concept app aimed at reducing the workload of claims support staff across traditional touch points such as phone and email by providing customers with ‘self-service’ accident claims capability.
The feedback we gathered as part of the discovery phase of this project showed that when people are traumatised they find it harder to communicate claims information in words.
We focused on giving users an alternative way to provide this information, using graphics to describe the scene of the accident and identify damage to their vehicle and those of other parties involved.
Some of the concepts we came up with were creatively and visually strong (including 3D visualisations with drag and drop functionality), but we found as we refined and tested our ideas the most easily understood visual was a view of an accident scene from directly overhead.
The final concept was designed as a downloadable Adobe Air application. Using Air allowed us to create a visually rich solution and also to output a PDF version of the claim form (including all of the graphical detail) that could be returned easily via email.
Outcome
Using Adobe Flex and Air technologies allowed us to build a working prototype that can be used to further refine the design for a future full production build.
Early prototype tests have demonstrated the potential commercial value in this approach with respect to radically reducing the amount of claims filed via telephone/email which require several follow up conversations in order to collect the necessary claim detail from the customer.
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