Embedded Files
Managing the claims cycle is central to insurance operations. Tracking down information for forms, submitting claims, following up regularly on claims status--there's a lot to keep track of. A disorganized form can mean the difference between fair settlement and frustration. We set out to make sure that didn't happen.
Claims agents across the industry had used the same program for many years: it was outdated and hard to use. While the content that claims agents gather rarely changes, Shado Design was tasked with making a completely new way to record and store the information. The layout was updated and idealized, creating a logical flow of information from beginning to end.
But the gathering of information was just one part of a larger process. Claims need to be submitted and regularly followed-up on, claims decisions communicated and processed. Task screens and tables organized this information so that the claims process was easy to track and execute.
Two major design decisions set this project outcome apart:
The information architecture was organized across the top for the main sections, and on the left side for sub sections. This helped arrange the information hierarchy and gave balance to the page.
To reach future business goals and to further save money, time, and efficiency, this project incorporated the ability to display artificial intelligence (AI) functionality.
The results are a much better user experience for the agents. All the information needed is available quickly, with the ability to switch between screens easily. Agents are able to get through interactions quicker, saving time for both themselves, the company, and the people calling to file claims.
← Previous case study: Channel organization for e-commerce
Next case study: Dashboards to wrangle IoT data coming through gateways →
How can we help solve your problem?
Page updated
Google Sites
Report abuse