Let's Talk
info@ngmai.site
UX/UI
November 1, 2021

Hedvig

Hedvig is an insurance company whose ambition is to create an effortless insurance experience for the next generation. This project is about solving a problem within their application’s claim process to help cases get settled quicker.

Task

Based on users research and testing, I and the team found solutions to improve the claim reporting process and created an interactive prototype to demonstrate the ideas.

  • Strategy

    UX Strategy

  • Design

    UI/UX Design, Product Design

  • Client

    Hedvig

  • My Role

    UX/UI Designer

The Brief

Help reduce the length it takes for a claim to be settled and make the claim more inclusive.

If you buy Hedvig insurance and want to make a claim, you need to go to their app, record a voice mail telling them what happened and send it. You can only start with a voice recording, and after, you can provide pictures and other inputs in the chat.

That being the case, members often miss or skip critical information needed for a claim specialist to make a decision on the claim.

Offering just voice recording as an option to start a claim is not so inclusive, as some people might have permanent or temporary disabilities.

This is how Hedvig's current claim process looks like

User & Business goals

The goal of the project is to reduce the length it takes for a claim to be settled by providing claims specialists with all the necessary data points needed to solve a claim from the get-go. Therefore, we need more guidance and inclusivity to the users without compromising the simplicity of reporting a claim. The responding process should be easy and straightforward, like everything else at Hedvig.

Impact

By getting all the necessary information at once, the claims process will be faster, allowing the team to solve more claims. Members will get decisions and be paid faster. This will also allow for AI-based claim decisions, in simpler cases.

DISCOVERY

How do we define the problem?

The brief told us what needed to be done. But we had to do some research before we could define the problems we needed to focus on to achieve what was asked of us in the brief. 

To understand insurance claim in different contexts, we did research on how this process in other insurance companies such as Trygg Hansa, Länsförsäkringar, If works.

We also tested and interviewed users about the Hedvig apps current claim flow and analyzed the data with the info given by them.

THE PROBLEMS

There are 3 problems we decided to focus on solving

1. Multitasking

People often go back to reread questions while making an audio-message, which cause them a lot of stress

2. Misinterpretation of guidelines

The three questions provided by Hedvig can be interpreted in any way, therefore, users do not know what information to give or how detailed should their answers be

3. Duplication of claims

People do not realize that they can only send all information in one audio message only

OUR PROCESS

Ideate - Prototype - Validate

Throughout the process of research and prototyping, our problems evolved. We had 3 design sprints and went through 4 prototypes before getting to our final solution. We framed the problem areas through our user testing. found patterns throughout all our testing sessions.

The users felt overwhelmed and felt unsure what information exactly they needed to give, so we decided to separate the questions and give clear examples.

The solution

Reduce the cognitive load by dividing up the questions

By dividing up the questions and making a popup screen we reduce the cognitive load to help users focus on one question at a time.

The solution

Adding examples and edit messages function

We added specified examples and a possibility to edit voice messages to make sure the user would be guided to give Hedvig staff the necessary information and decrease the amount of double claims.

The solution

Option of texting a claim

We gave the user the option of texting claims in order to make the claim process more inclusive for users with:

  • Accents, language barriers
  • Social anxiety 
  • Speech impediment, mutism
  • Or if they’re not in the right environment to make a voice message

THE SOLUTION

Voice Recording Option - New Flow

Test our solution

We test our final solution on people between the ages of 18-36, who are tech savvy, ¼ had no claim experience no insurance,  ¼ had claim experience no insurance,  2/4 had claim and insurance experience.

Choose to text instead of voice recording 0%
Like the separated questions field 0%
Give the correct details as showed in example 0%

Key learning

After defining and finding solutions for our set problems, REDUCING THE COGNITIVE LOAD, AND SEPARATING THE QUESTIONS we faced new challenges.

The feedback we received from our last prototype was that the question examples were too specified. Not all of our solutions are plausible without knowing exactly what type of claim the user is giving.

For example, how can we give them a specified example of the information needed for Hedvig if we don´t know what type of claim the user is making.

Our next step in solving the problem would be to find a way to specify the type of claim a user is making before even getting to the claim process, and how that would work with Hedvig’s current app flow personality.

For this we would need to make new user testing/research and prototypes to help us give better guidance for the different specifics of different claims. Our solution only scratched the surface of the problems in Hedvig’s claim system. 

And since design is a never-ending process due to evolving technology and technological trends, it can always be improved, and we shall always strive for improvement as well.

The team

Meet our passionate team.

My team worked in sprints in a flat organization that allowed us to try on different roles throughout the project. Therefore, our roles are interchangeable.

I was working mostly as a UX/UI Designer, which means I did User Research, Interviews, Ideation & Sketch solutions, User Testing but mainly I design the hi-fi prototype with interaction in Figma. 

— Ekaterina Pchelnikova
Project Manager

— Mai Nguyen
UX/UI Designer

— Verena Grahn
UX/UI Designer

— Natalia Murobha
UX Designer & Copywriter

— Mattias Danielsson
UX Designer & Copywriter 

HIT ME UP

Let's create something amazing together!

Contact Me
Back