Allow users to make a claim on the Feather app
Background
Feather provides expats that live in Germany with different types of insurance. One of these being a specific type of health insurance known "Incoming Insurance" or Expat insurance as it is known to Feather customers. Expat insurance provided a base service that meant that any claims on a customer's insurance had to be done through our service.
What was the problem?
The process for submitting claims was completely manual. A customer had to call support, support would have to manually fill out a form and submit it to the insurance provider and wait for an unspecified amount of time. The longest a customer had to wait was 14 days to know if the claim was even successful or not.
There were a few major problems that were consistently occurinng:
Customers had no way of processing a claim without speaking to a human.
The manual labour of the support team processing claims was incredibly inflated.
Response times from insurance companies was far too long.
I decided that the best course of action was to conduct a design sprint in order to have a solution that is usable and shipped within a week.
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Day 1 & 2 - Mapping
Day 1 was spent explaining the structure of a design sprint, the expectations and results. We took the time to understand the problems that we’re trying to solve and finished up Day 2 with mapping out the ideal user journey.
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Day 3 - Sketching
Day 3 was spent revisiting the previous days user flow and having all participants sketching their own storyboards for how they believe the experience could work.
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Day 4 - Prototyping
As we came to a consensus on how the first release should work, we then created a prototype of the user flow and prepared what we wanted to measure.
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Day 5.- Testing
I recruited users that previously showed interest in the ability to do this and coordinated to the group the test structure, what questions to ask and also coaching on interview techniques. We then collected all the feedback and iterated on what is now the latest version of the feature.
The Result
The prototype was received well by test participants, which allowed us to develop and release it in the following weeks development sprint.
From the feedback during testing, we were able to discover that certain features could be easily implemented that would improve the experience significantly:
Allowing customers to track the status of their claim - There’s nothing worse than being left in the dark especially when money is involved.
Providing a more accurate estimate of the processing time based on answers - every claim is different… and so customers deserve to have their claims handled as such.
Overall the final solution that was released has had a substantial amount of difference in customer satisfaction and has also decreased a lot of manual labour on Customer Support. A very successful first design sprint at Feather.
