Claims Digital Transformation
Project Details
Client: Allstate
Role: Senior Product Designer, UX Team Lead, Product Delivery and Program Design
Team: 4 Senior Managers, 12 contributors plus or minus, 2 XP Teams
Tools: Sketch Cloud, Various Adobe Tools, Invision, Validately
Tech: Bluesky (entirely new ecosystem)
Brief: To enable a fully digital claim resolution experience that leverages automation capabilities while providing consumer experiences that are effortless, seamless, and intuitive. ...
Problem: Too many outbound calls and handoffs. Claim process is old, clunky, and takes place largely over the phone. We need to reduce phone call quantity and frequency to reduce customer pain points and to reduce cost.
Omnichannel digital transformation in an 89-year-old company—modernizing legacy infrastructure to enable a fully digital, accelerated claims experience that rivals digital-native competitors.
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