This mobile application follows the actions of John, a member of Financial Institution, as he submits a new auto claim over the phone with Linda, a claims representative. The scenario prototyped depicts John, a member of the financial institution, reporting a new claim after having a traffic accident. My goal was to prototype how this conversation could be enriched by using a smartphone as a tool to complement a tedious process.
To the best of my knowledge, when I created this application there were no phone applications on the market allowing customers to walk through an auto claim process while talking to a representative on the phone. Some inspiration for this project was drawn from work I was a part of during my summer at Adaptive Path. Additionally, this design was reviewed by an auto claim adjuster (full disclosure: my brother) who provided feedback to inform the design after its first iteration. One week after creating this prototype I was directed to this application developed by my brother’s company which provides similar functionality, but in a much less user-friendly manner.
My focus was on simplifying and supplementing the claim entry process, providing details claims representatives need to know while on a call with a member. For members, this design was meant to reduce the burden of submitting a claim, simplifying the process and reducing common errors that occur. The idea is for the member to speak to the representative on speakerphone, referencing the application as the claim is reported and the accident documented. The process could be stopped at any time if needed and the information would be submitted and saved and could also be completed while offline, then submitted in a batch to the insurance company.
My unstated goal for this project was to judge for myself the reaction that a high-fidelity prototype would garner when modeling an unfamiliar use pattern. The intent was to see if a high-fidelity prototype would limit or pigeonhole the reactions and critique given, even on a brand-new process. The visual fidelity of the prototype did limit some of the critique to more superfluous feedback, but it also had the benefit of providing a very clear picture of my vision for the solution. A few steps within the prototype were purposely left to the imagination, and the higher fidelity made the missing functionality more apparent. Overall, the project was a success but I would be hesitant to utilize such a high-fidelity prototype in the future for a new concept.
This version of the prototype is shrunk to 1/2 size and loses some visual fidelity. The original can be found at this link, but you may need to use Cmd/Ctrl +/- to zoom your browser page.