The claims tracker was the first project I worked on whilst at MetLife Insurance Australia. Claims tracker is a simple website that holds status updates for users who have made an insurance claim. It bridges the gap between submitting a claim and either being declined or granted your claim pay out by keeping the customer informed 100% of the time.
My role during the project was everything UX, turning complex processes/ideas into simplified answers and seeing the project through to hand over to a front end developer. I had to get grips with the company structure, what systems control different services, fully understand the claims experience and how we as a company interact with our customers.
Users have no idea what stage their claim is at once they take it out, apart from small updates there isn’t much in the way of communication from the insurer. Sometimes claimants can wait up to 12 months without hearing anything from the insurer about the status of their claim. To provide trust and transparency to the customer the claims tracker bridges the gap by keeping constant updates and tasks related to their claim.
One of the biggest issues we’ve found through talking to our customers is trusting life insurers. A way to combat this is to be more open and transparent as a business. A few ways MetLife are looking to get around this problem is shrinking PDS documents (a 50 page document we send to our customers when they take out insurance), using simple language throughout all of our digital/printed collateral and providing users with constant updates when they’ve made a claim (using the claims tracker).
One of the hardest challenges as a UX designer was working out how the claims tracker would fit into the current legacy systems. Working with old technologies really limits the capabilities of how we present that to the customer.
Due to the digital team being fairly new at MetLife part of my role was to educate other teams within the business about my role and how it can benefit the business.
Lastly, another big challenge was getting the buy in from other international teams for funding. Many documents, presentations and prototypes were sent to the global team in the USA and eventually after many months approval was given.
Research was lead by our customer insights guru Adam Innocenzi. With an already great resource of information to tap into (from previous research projects) Adam ran focus groups and sent out surveys (via Survey Monkey) to engage with customers to see what they thought of the claims tracker.
From Adam’s research we identified two key personas we wanted to focus on:
An initial competitor review showed that almost all of competitors had no form of tracking a claim and didn’t have a standalone system for this task. However we did look to companies that sold car insurance, they had different forms of claims tracking and we could learn the approach they took when designing and building a tracking system.
From creating the user journey we found that there were different ideas and features we hadn’t considered. Creating a user journey for a project really helps to get inside the users mind and empathise with them.
Sketching was essential to visualise the UI I had in mind. I found sketching to be a great talking point for the other stakeholders, they could quickly see my thought process and give instant feedback.
I largely took to Dribbble for the latest design trends and to gather inspiration on simple UI elements.
Adam once again lead the testing aspect of the project, Adam and I did however collaborate on the types of questions he would be asking. Adam spoke with 15 customers separately and firstly spoke about their experience with MetLife and then presented the Claims Tracker. Some really interesting insights came from the user testing sessions, issues with written copy and explanations had to be added and corrected. All assumptions I had around possible issues were quickly cleared up during user testing.
I have designed a solution that users can easily see the state of thier claim and more importantly complete any tasks in order for their claim to progress.
The claims tracker (even though not being released) tested well with customers and had very little in the way of changes, therefore I feel I have solved the problem and at the same time helped the business in breaking the layer of transparency.
Due to the slow nature of the insurance industry the Claims Tracker hadn’t been released during my time there. The Claims Tracker is currently sitting in the development stage and is close to being released into the market.
However, you can view both of the clickable prototypes (built with MarvelApp) below: