AUTO-MATE
An application to make your insurance and claim filing processes hassle-free. It helps you manage your policies and file claims effectively & efficiently.
CATEGORY
PRODUCT DESIGN
YEAR
2021
LIVE PROJECT
CASE STUDY
With the growing population the need to own a vehicle is also increasing. Which means more people are filing for insurance claims everyday. Automate is an application aiming to bridge the gap between consumers and insurance providers.
Making the process to file claims virtual and hassle-free. Using tech like image recognition and machine learning to provide quick claim filing functionality as well as know the status of their claims.
UX Research
We did primary as well as secondary research to figure out pain points in the existing experience for filing claims. It also helped us gain an insight into the possible target audience for our service.
Understanding the basics of AI
AI was an integral part for the application to work. Leveraging the advancements in AI and image recognition we wanted to make the process hassle free as well as give the user independence of filing the claims whenever required.
Strategy
The strategy to achieve the objectives was quite clear for us. We wanted to provide our users an experience which empathises with them and the situation they are in, one which is familiar, simple and makes them self reliant.
Wire-framing & Prototyping
Making quick wireframes and validating if all objectives have been met, followed by a high fidelity prototype ready for user testing.
Responsibilities
AUTO-MATE
An application to make your insurance and claim filing processes hassle-free. It helps you manage your policies and file claims effectively & efficiently.
CATEGORY
PRODUCT DESIGN
YEAR
2021
LIVE PROJECT
CASE STUDY
With the growing population the need to own a vehicle is also increasing. Which means more people are filing for insurance claims everyday. Automate is an application aiming to bridge the gap between consumers and insurance providers.
Making the process to file claims virtual and hassle-free. Using tech like image recognition and machine learning to provide quick claim filing functionality as well as know the status of their claims.
We did primary as well as secondary research to figure out pain points in the existing experience for filing claims. It also helped us gain an insight into the possible target audience for our service.
Understanding the basics of AI
AI was an integral part for the application to work. Leveraging the advancements in AI and image recognition we wanted to make the process hassle free as well as give the user independence of filing the claims whenever required.
The strategy to achieve the objectives was quite clear for us. We wanted to provide our users an experience which empathises with them and the situation they are in, one which is familiar, simple and makes them self reliant.
Making quick wireframes and validating if all objectives have been met, followed by a high fidelity prototype ready for user testing.
Responsibilities
We did primary as well as secondary research to figure out pain points in the existing experience for filing claims. It also helped us gain an insight into the possible target audience for our service.
Understanding the basics of AI
AI was an integral part for the application to work. Leveraging the advancements in AI and image recognition we wanted to make the process hassle free as well as give the user independence of filing the claims whenever required.
The strategy to achieve the objectives was quite clear for us. We wanted to provide our users an experience which empathises with them and the situation they are in, one which is familiar, simple and makes them self reliant.
Making quick wireframes and validating if all objectives have been met, followed by a high fidelity prototype ready for user testing.
Challenge
Having less information about the field of insurance earlier. We had to research on the basics of insurance, the process of filling for claims and all that goes between getting an insurance policy and the claiming process being followed as a standard practice in the industry. Along with this we had to take a thorough understanding of how technologically we could create a solution that not only helps the insurance policy holders but also the insurance companies.
Section 1 - Introduction
Section 1 - Introduction
Problem Statement
Problem Statement
Car insurance companies are facing a big challenge in having sufficient workforce for car claim inspection. Create a solution that can help customers to claim insurance without physical inspection and less manual intervention
Car insurance companies are facing a big challenge in having sufficient workforce for car claim inspection. Create a solution that can help customers to claim insurance without physical inspection and less manual intervention
Having less information about the field of insurance earlier. We had to research on the basics of insurance, the process of filling for claims and all that goes between getting an insurance policy and the claiming process being followed as a standard practice in the industry. Along with this we had to take a thorough understanding of how technologically we could create a solution that not only helps the insurance policy holders but also the insurance companies.
Challenge
To simplify making claims and making the activity independent for the users.
To simplify making claims and making the activity independent for the users.
How
Harnessing the power of technology and building trust with the user to provide efficient and effective ecosystem to make claims.
Harnessing the power of technology and building trust with the user to provide efficient and effective ecosystem to make claims.
An application that will help the new generation file for claims within minutes without the hassle of knowing everything from the perspective of the insurance company.
An application that will help the new generation file for claims within minutes without the hassle of knowing everything from the perspective of the insurance company.
Section 2 - research
Section 2 - Research
Research approach - Evaluative
Evaluating existing / new ideas
Analysing features
Market research
Competitive analysis
Seeking gaps
Research approach - Evaluative
Evaluating existing / new ideas
Analysing features
Market research
Competitive analysis
Seeking gaps
Research approach - Evaluative
Evaluating existing / new ideas
Analysing features
Market research
Competitive analysis
Seeking gaps
Primary Research
We did an extensive primary research by connecting with various people involved in different stages of claiming an insurance.
01
Insurance agents tied with multiple companies
Insurance agents tied with multiple companies
02
Car repair shop (dealer)
Car repair shop (dealer)
03
Multiple users who have filed a claim
Multiple users who have filed a claim
Section 2 - Research
We did an extensive primary research by connecting with various people involved in different stages of claiming an insurance.
01
Insurance agents tied with multiple companies
02
Car repair shop (dealer)
03
Multiple users who have filed a claim
Insurance agents tied with multiple companies
Rajesh Sood
20+ years in insurance sector,
52 yrs old, Male
Rajesh, a resident of Noida, deals with insurance woes of cab companies. Since he was specifically dealing with car insurance on a daily basis, we thought he would be the right person to highlight the process and nuances in this field.
Rajesh Sood
20+ years in insurance sector,
52 yrs old, Male
Rajesh, a resident of Noida, deals with insurance woes of cab companies. Since he was specifically dealing with car insurance on a daily basis, we thought he would be the right person to highlight the process and nuances in this field.
Insights
01 - Third-party insurance is mandatory for any vehicle.
02 - Post onset of the pandemic the process of filling a claim has shifted online
03 - The claim form, that details the narrative of the accident, is collected in hard copy with signature of the insuree for avoiding any future discrepancies.
04 - Filling out the claim form was a huge task as it involved the hassled of narrating the details of the accident
05 - The huge underlying dependency on agents to fill out forms and ensure that the insuree is able to receive claims by keeping them informed, about loopholes in filling out details of the incident
Car repair shop owner
Adil Khan
Owner of a car service center,
34 yrs old, Male
Adil Khan owns a medium-sized repair shop in Gurgaon. He deals with car insurance-related scenarios almost every day and we thought of interviewing him to understand the process from his end too.
Adil Khan
Owner of a car service center,
34 yrs old, Male
Adil Khan owns a medium-sized repair shop in Gurgaon. He deals with car insurance-related scenarios almost every day and we thought of interviewing him to understand the process from his end too.
Adil Khan
Owner of a car service center,
34 yrs old, Male
Adil Khan owns a medium-sized repair shop in Gurgaon. He deals with car insurance-related scenarios almost every day and we thought of interviewing him to understand the process from his end too.
Insights
01 - The online process is only applicable for claims under Rs. 10,000, that too with the condition that pictures shared are super clear and with no sign of ambiguity
02 - Surveyor inspects the damage and sends a detailed report to the insurance company. When he receives a go-ahead signal, only then he instructs repair shops to start the work on the car.
03 - This whole process depends on the availability and surprisingly enough, mood of the surveyor.
04 - Some companies eliminate the need for surveyors by believing in trusted service centre with respect to their previous track record.
Insurance agents tied with multiple companies
Rajesh Sood
20+ years in insurance sector,
52 yrs old, Male
Rajesh, a resident of Noida, deals with insurance woes of cab companies. Since he was specifically dealing with car insurance on a daily basis, we thought he would be the right person to highlight the process and nuances in this field.
Insights
01 - Third-party insurance is mandatory for any vehicle.
02 - Post onset of the pandemic the process of filling a claim has shifted online
03 - The claim form, that details the narrative of the accident, is collected in hard copy with signature of the insuree for avoiding any future discrepancies.
04 - Filling out the claim form was a huge task as it involved the hassled of narrating the details of the accident
05 - The huge underlying dependency on agents to fill out forms and ensure that the insuree is able to receive claims by keeping them informed, about loopholes in filling out details of the incident
Car repair shop owner
Adil Khan
Owner of a car service center,
34 yrs old, Male
Adil Khan owns a medium-sized repair shop in Gurgaon. He deals with car insurance-related scenarios almost every day and we thought of interviewing him to understand the process from his end too.
Insights
01 - The online process is only applicable for claims under Rs. 10,000, that too with the condition that pictures shared are super clear and with no sign of ambiguity
02 - Surveyor inspects the damage and sends a detailed report to the insurance company. When he receives a go-ahead signal, only then he instructs repair shops to start the work on the car.
03 - This whole process depends on the availability and surprisingly enough, mood of the surveyor.
04 - Some companies eliminate the need for surveyors by believing in trusted service centre with respect to their previous track record.
Multiple users who have recently filed a claim
Multiple users who have recently filed a claim
Kritika Jain
Kritika Jain
Gopal Agarwal
Gopal Agarwal
Luv Sharma
Luv Sharma
Dheeraj Yadav
Dheeraj Yadav
Insights
Kritika Jain - She didn't want to get involved in the tedious process of documentation and filing claims. Kritika believes she would research more about insurance companies if she was the person responsible. She would like the company to be more personalised towards her convenience and needs.
Gopal Agarwal - was relying on his family agent for the insurance application and its tracking. He wants a company that doesn't needs him to be present in person for the formalities and would prefer the whole process to be covered online or by someone else.
Luv Sharma - His car met an accident one night and the insurance he had didn't cover towing services. He wants insurance companies to be more direct about their terms and conditions and believes they should be more accommodating to each person's misery.
Dheeraj Yadav - He met with an accident on a rainy day and got his car bumper damaged. The first thing he did was to contact Skoda directly and he was asked if the car is in driving condition or does he require road side assistance (RSA). There was almost no problem regarding the insurance claim and an agent was assigned to him who kept him updated with the claim process.
Insights
Kritika Jain - She didn't want to get involved in the tedious process of documentation and filing claims. Kritika believes she would research more about insurance companies if she was the person responsible. She would like the company to be more personalised towards her convenience and needs.
Gopal Agarwal - was relying on his family agent for the insurance application and its tracking. He wants a company that doesn't needs him to be present in person for the formalities and would prefer the whole process to be covered online or by someone else.
Luv Sharma - His car met an accident one night and the insurance he had didn't cover towing services. He wants insurance companies to be more direct about their terms and conditions and believes they should be more accommodating to each person's misery.
Dheeraj Yadav - He met with an accident on a rainy day and got his car bumper damaged. The first thing he did was to contact Skoda directly and he was asked if the car is in driving condition or does he require road side assistance (RSA). There was almost no problem regarding the insurance claim and an agent was assigned to him who kept him updated with the claim process.
What we wanted to find out
On a holistic level how comfortable are people with the process of filing a claim and how do they go ahead with it. If the need of human touch makes the process better. How much time are they comfortable spending to file the claim as well as get updated with its status.
What we wanted to find out
On a holistic level how comfortable are people with the process of filing a claim and how do they go ahead with it. If the need of human touch makes the process better. How much time are they comfortable spending to file the claim as well as get updated with its status.
Few questions that we asked them
Pain points (if any) from past experiences.
Factors involved in deciding the purchase of an insurance.
What matters the most while buying an insurance, for example ease of filing claims, services available etc.
Human touch is an important element in most services, how integral is it when in times of need like filing a claim?
Few questions that we asked them
Pain points (if any) from past experiences.
Factors involved in deciding the purchase of an insurance.
What matters the most while buying an insurance, for example ease of filing claims, services available etc.
Human touch is an important element in most services, how integral is it when in times of need like filing a claim?
How can we leverage this?
Harnessing the power of technology without completely eliminating the human touch, ensuring that the user can file for the claim with minimal required information and follow up the same without getting involved on calls which are transferred from one person to another. Making the user self reliant and building a relationship of trust and transparency.
How can we leverage this?
Harnessing the power of technology without completely eliminating the human touch, ensuring that the user can file for the claim with minimal required information and follow up the same without getting involved on calls which are transferred from one person to another. Making the user self reliant and building a relationship of trust and transparency.
Once we got detailed insights from our primary research we wanted to have an in-depth knowledge about the existing players in the market and their way of tackling claims, doing a competitive analysis and also to understand the difference in approach for new age and traditional insurers.
Once we got detailed insights from our primary research we wanted to have an in-depth knowledge about the existing players in the market and their way of tackling claims, doing a competitive analysis and also to understand the difference in approach for new age and traditional insurers.
Secondary research
Secondary research
It involved market research, competitive analysis and difference in approach for new age and traditional insurers
It involved market research, competitive analysis and difference in approach for new age and traditional insurers
01
Market
research
How insurance companies are using advanced technologies
02
New age vs traditional insurance
What are the main differences? Are people moving to the new age properly?
03
Competitive
analysis
Analysisbetween to or more companies like GoDigit and Acko etc.
Market Research
ICICI Lombard X Microsoft
How are insurance companies using advanced technologies in India?
ICICI Lombard x Microsoft are very near to using AI to process repair claims. The AI based solution is currently in beta stage and is expected to be launched soon.
ICICI Lombard X Microsoft
How are insurance companies using advanced technologies in India?
ICICI Lombard x Microsoft are very near to using AI to process repair claims. The AI based solution is currently in beta stage and is expected to be launched soon.
Insights
Compare that to the new, AI-driven process; a customer will use the app to take photographs of car’s damage. Once uploaded, the system’s deep learning model and computer vision identifies in real time all the parts of the vehicle. Most importantly, the app replies with an estimated cost quickly using historical data.
The role of the human insurance inspectors is changing as well. AI is good at quickly handing the routine claims. That allows insurance inspectors to attend to more complex claims where their experience really matters, like those that involve lot of interior damage, for instance.
Application flow for Insure
Insights
Compare that to the new, AI-driven process; a customer will use the app to take photographs of car’s damage. Once uploaded, the system’s deep learning model and computer vision identifies in real time all the parts of the vehicle. Most importantly, the app replies with an estimated cost quickly using historical data.
The role of the human insurance inspectors is changing as well. AI is good at quickly handing the routine claims. That allows insurance inspectors to attend to more complex claims where their experience really matters, like those that involve lot of interior damage, for instance.
Application flow for Insure
Personas
Personas
Section 3- idea and strategy
Section 3- idea and strategy
Ideas
Ideas!
Our strategy
Our strategy
The strategy to achieve the objectives was quite clear for us. We wanted to provide our users an experience which empathises with them and the situation they are in, one which is familiar, simple and makes them self reliant.
The strategy to achieve the objectives was quite clear for us. We wanted to provide our users an experience which empathises with them and the situation they are in, one which is familiar, simple and makes them self reliant.
01
CX strategy
Self assessment
chatbots
02
UX strategy
Educational
Humanising
Focused
03
UI STRATEGY
Familiarity
One thing at a time
CX strategy
CX Strategy
Self Assessment
Self Assessment
Chat Bots
Chat Bots
Self assessment
Trust between users and service providers play an integral role in the success of any organisation as well as the happiness of its customers. Giving the user the ability to assess the damages by themselves using the power of A.I. integrated into the application, removing the extra effort to visit dealers to even understand the claimable amount or getting the vehicle inspected. We trust our customers and implement it in our service.
Trust between users and service providers play an integral role in the success of any organisation as well as the happiness of its customers. Giving the user the ability to assess the damages by themselves using the power of A.I. integrated into the application, removing the extra effort to visit dealers to even understand the claimable amount or getting the vehicle inspected. We trust our customers and implement it in our service.
Chat bots
As much as there is a need for human touch, the availability to have one at all times can be a challenge. Helping the user to get answers to questions on the go is something which will bring in the much needed confidence in customers towards the services. Just knowing the fact that at any given time they can ask questions to get honest answers will help them keep calm in times of need, moreover the need to get in touch with our agents will also be available to help in cases of utmost urgency.
As much as there is a need for human touch, the availability to have one at all times can be a challenge. Helping the user to get answers to questions on the go is something which will bring in the much needed confidence in customers towards the services. Just knowing the fact that at any given time they can ask questions to get honest answers will help them keep calm in times of need, moreover the need to get in touch with our agents will also be available to help in cases of utmost urgency.
UX strategy
UX Strategy
Educational
Educational
Humanising
Humanising
Focused
Focused
Educational
Inform the user about insurance process in a simpler way. If users are well informed, they’ll be less confused and make better decisions.
Inform the user about insurance process in a simpler way. If users are well informed, they’ll be less confused and make better decisions.
Humanising
Simplify the complexity, humanise the user experience. Educate them, give them clear options to choose from, make it so easy to do, in order to help the user feel secure even in problematic situations.
Simplify the complexity, humanise the user experience. Educate them, give them clear options to choose from, make it so easy to do, in order to help the user feel secure even in problematic situations.
Focused
Don’t overwhelm the user with too many options and processes. They should be able to find information quickly and easily, to act on the integral requirements.
Don’t overwhelm the user with too many options and processes. They should be able to find information quickly and easily, to act on the integral requirements.
ui strategy
UX Strategy
Familiarity
One thing at a time
Familiarity
Create units and components that users are familiar and comfortable with, so as to not daunt them. User should be able to complete a desired task with ease and minimum cognitive load.
One thing at a time
Simplifying the process and breaking into simple steps, asking only for information that’s unique. Keeping it short and simple throughout.
Section 4- Execution
Section 4- Execution
Information Architecture
After we brainstormed potential solutions, analysed pain points and created strategy for our users, we created information architecture outlining where each feature should be developed. The architecture provided clarity on where we should focus our efforts as a group, and the necessary design decisions to be taken.
After we brainstormed potential solutions, analysed pain points and created strategy for our users, we created information architecture outlining where each feature should be developed. The architecture provided clarity on where we should focus our efforts as a group, and the necessary design decisions to be taken.
Wireframes
Next step was to make wireframes and see what works the best.
Next step was to make wireframes and see what works the best.
Wireflows
Design Library
While we were moving from ideation phase to prototyping, we decided to build a visual design guideline to make sure that all design elements were cohesive throughout the process.
While we were moving from ideation phase to prototyping, we decided to build a visual design guideline to make sure that all design elements were cohesive throughout the process.
Visual design / Prototype
We created a working prototype of the claims section to proceed with user testing the next phase.
We created a working prototype of the claims section to proceed with user testing the next phase.
Policies Tab
Users will be able to see their policies (single or multiple) along with the validity. If any policy is near expiration, it will be highlighted in pink.
Users will be able to see their policies (single or multiple) along with the validity. If any policy is near expiration, it will be highlighted in pink.
Policy
After clicking on any policy, users will be able to see more details, view policy PDF, see claims (if any) on the policy and the payment method for it.
After clicking on any policy, users will be able to see more details, view policy PDF, see claims (if any) on the policy and the payment method for it.
Claims Tab (micro/ macro)
When users go to Claims tab, they get an option to view all the claims based on the selection (Micro/Macro) and its status.
When users go to Claims tab, they get an option to view all the claims based on the selection (Micro/Macro) and its status.
Macro claims
If users file any macro claim, the first step is for them to choose the car and accident type.
If users file any macro claim, the first step is for them to choose the car and accident type.
Macro claim process
We wanted to divide the process in 5 simple steps, the first was to choose the date of the accident.
We wanted to divide the process in 5 simple steps, the first was to choose the date of the accident.
Macro claim process
Users will be able to take/ submit photos of the damaged part with the help of guided text given by our application.
Users will be able to take/ submit photos of the damaged part with the help of guided text given by our application.
AI analysing
Users will be able to see their policies (single or multiple) along with the validity. If any policy is near expiration, it will be highlighted in pink.
Users will be able to see their policies (single or multiple) along with the validity. If any policy is near expiration, it will be highlighted in pink.
Summary screen
After submitting the pictures, our AI will analyse the damage and give an estimate based on car model, location etc.
After submitting the pictures, our AI will analyse the damage and give an estimate based on car model, location etc.
Key take away: Trust plays an important part when it comes to people and services, even though the world is moving towards technological future people still want a human touch and we realised it won't be easy to have a 180° switch from agent based insurances to digital insurances but a right balance between them can help the organisations & users immensely.
Key take away: Trust plays an important part when it comes to people and services, even though the world is moving towards technological future people still want a human touch and we realised it won't be easy to have a 180° switch from agent based insurances to digital insurances but a right balance between them can help the organisations & users immensely.
AUTO-MATE
An application to make your insurance and claim filing processes hassle-free. It helps you manage your policies and file claims effectively & efficiently.
CATEGORY
PRODUCT DESIGN
YEAR
2021
LIVE PROJECT
CASE STUDY
More Works More Works
More Works More Works
More Works More Works
Shantam Sharma
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Shantam Sharma
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Shantam Sharma
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Shantam Sharma
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