Make Reporting Smooth Again.
AutoArmour is an app-based auto insurance company, but their brief for us was not about purchasing insurance. Rather, we had to design for the worst case scenario.
Namely, how can we make accident reporting easier for AutoArmour customers?
Scope: User interview, Empathy mapping, User flow, Prototyping, Usability testing
Designing for Crisis
Through interviews, we looked into the current process of accident reporting and claims processing, through the eyes of drivers as well as insurance staff.
We got three insights from this:
Self-reporting is most likely for minor bumps; the Traffic Police would be involved for more serious accidents.
Accidents are best reported immediately: otherwise details are left out (like weather and road conditions) that can affect the claims process.
Drivers are unsure what information they need to provide, so they don’t want to report accidents themselves. What if they miss out something?
In other words, the best time to report accidents is also the worst - when the driver is shaken, anxious, maybe angry.
We must design a process that drivers can navigate, even when they are stressed, even when they’re not sure what the insurance company needs from them.
Checklist and Steps
Right off the bat, drivers see a checklist of the information they need to provide. That way, they know immediately what to pay attention to, and what they’ve missed out.
A picture says a thousand words - this is same for insurance claims. Our app emphasises and supports taking photos for quick, detailed information.
In crisis, visuals hold attention better than words. Instead of writing about the accident, drivers can simply tap the part of the car that was damaged.