Additional Details Design QuickFoto Claim

 
 

Product Purpose: QuickFoto Claim enables users to take photos of their vehicle and get a quick estimate of the damage during an auto claim.

Methods:

  • Feedback from customer survey

  • Interviews with internal adjusters

  • Design and prototyping

  • Collaboration with user research

  • Research informed decision making 

What I did:

I worked on a product that enables users to take photos of their vehicle and get a quick estimate of the damage during an auto claim. At the end of the flow, our product included a simple customer feedback survey. It was my role to review customer feedback for our product. 

 

The feedback survey was a simple thumbs up or down.

It also included the option to leave a comment.

 
 

In reviewing product feedback, I observed that many customers, instead of giving feedback on our product, were using the open text box of the feedback survey to tell us about their vehicle damage.

 

These are examples of how customers used the our product feedback survey to describe their vehicle damage instead of giving us feedback.

 
 

 In observing this behavior I recommended our product add a text box to allow users to describe their damage to help customers feel confident that we understood their vehicle damage. Before implementing a new feature I felt it was important to understand how this change would impact auto adjusters reviewing these claims. 

I interviewed 4 auto adjusters who overwhelmingly expressed that having a text description of vehicle damage from the customer would be helpful. A common sentiment I heard from adjusters was “the more information the better.”

 

I then designed the text box and decided where it should go in the flow of our product. I created two designs and prototyped them. I worked with a UX researcher to test the prototypes.

Prototype A

Prototype B

Prototype 1 contained all the review elements on one page for the user. Prototype 2 split the review pages into two separate pages.

 

The prototypes were tested asking users to rate ease of use, clarity, and perceived speed. The prototypes received almost equal ratings in the test results.

 

Because the results of the testing were equal I made the recommendation to the team to implement prototype A. The first prototype was a better design because users could see all of their content on one page. It was an easier solution to develop because we could add the additional details box to an existing page instead of creating an entirely new page for the product. 

 

Final Design