Overview
Farmers claims process was largely a manual process, requiring costly face-to-face meetings and phone calls. This process worked well for years as Farmers’ audience was older. However, our new target audience, value-driven millennials, prefer an efficient digital experience.
Problem Statement
How might we create an all-digital claims experience, from filing a claim to receiving a check?
Methods and Approach
Conducted user interviews, stakeholder interviews, created personas, task and user flows, wireframing, prototyping, usability testing, visual design.
My Role
UX Direction, user flows, vendor oversight (Cognizant).Result
Decrease in calls to service operations.
File a Claim Prototype