Claim Form - A friendly one
PROJECT OVERVIEW:
The Onsurity Claim Form Redesign project aimed to streamline and enhance the user experience by developing a more intuitive and user-friendly claim submission process. This initiative was driven by the need to simplify the claims process for our clients while ensuring accuracy and efficiency.
Research and Challenges of Onsurity Claim Form:
Initial Research Phase: The Onsurity Claim Form project began with a comprehensive research phase aimed at understanding user experiences, pain points, and expectations from both our app and competitor platforms. This initial step provided valuable insights into existing challenges and opportunities for improvement within the claim submission process.
User Flow Development:
During the research phase, I mapped out two distinct user flows based on insights gathered from user interviews and analysis:
1.Normal User Flow: This flow prioritized user engagement, focusing on a step-by-step process that mimicked a conversation with a trusted advisor. It emphasized user comfort and ease by breaking down the claim submission into five intuitive steps, which included uploading files and filling out necessary fields. This approach aimed to address common user frustrations and enhance overall satisfaction.
2.Proposal User Flow: Initially proposed as a simplified alternative, this flow was designed to be the easiest claim form concept observed during research. However, due to technical complexities, it was ultimately deemed impractical for implementation at that time.
Challenges Faced:
Technical Complexity vs. User Experience: Balancing technical feasibility with user-friendly design posed a significant challenge. While the proposed user flow offered simplicity, integrating it with existing systems without compromising functionality proved daunting.
User Engagement and Comfort: Ensuring that the claim form fostered a comfortable user experience akin to conversing with a trusted advisor required careful design considerations. Simplifying the process while retaining necessary detail and accuracy presented a balancing act.
Competitor Analysis: Analyzing competitor platforms provided valuable benchmarking insights. Identifying successful features and potential pitfalls helped refine Onsurity's approach to claim form design, ensuring a competitive edge.
Outcome and Future:
The research phase culminated in the development of a user-centric claim form that prioritized usability and addressed common user pain points. Moving forward, continuous feedback loops and iterative testing will be essential to refine the form further, enhancing user engagement and operational efficiency.