Allstate | Virtual Assist
Overview
the Product
Virtual Assist is a live, on-demand video chat app connecting auto body shops with Allstate adjusters.
the challenge
Explore launching Virtual Assist as a customer facing application.
Process
XP: a co-located team operating in one week sprints with small, limited releases. I was paired with another product designer, six developers, and two product managers.
Context Gathering
Virtual Assist exists in a complicated landscape. The claims process is long and cumbersome, and Virtual Assist acts to expedite one aspect of it.
To understand our product, we had to understand all our users, the platforms they used, how they were introduced to Virtual Assist in the claims process, and how they then moved forward to complete their claim having used our product.
customer journey
claims process map
Scoping and Risk Mapping
To determine research priorities, we met with stakeholders and experts to understand the risks of Virtual Assist to the claims process. We used a customer journey to trigger potential concerns, and plotted these on a two by two mapping probability against impact on the customer experience.
Risks that appeared in the upper right quadrant became a focus of our research.
Research
Overview
Every two weeks we touched base with our users to determine the landscape, validate risks, and test new solutions.
Interviews
We interviewed users in their homes about their past experience filing claims. We spoke with users who had filed a claim in person and through a mobile application.
Contextual Inquiry
Using a talk-out-loud methodology, we had the users download and open the app in their home environment. Our focus was understanding how customers might adopt and use the current application in a real-world scenario talking with real adjusters.
Forced ranking
After using the application, we asked users to review photos of different amount of damage and asked about their comfort in using Virtual Assist to create the initial estimate.
Findings
pain point 1
Customers have already passed along their information to their agent. They do not want to enter it again.
solution 1
Bypass entering profile information by using a deep link generated by the adjuster. This link would pre-populate the customer’s information and launch them into the call screen.
Don't make me fill out a form.
Pre-populate my information so I can get into a call as quickly as possible.
Pain point 2
Users are not prepared for their call. They might be in a loud area, might not be dressed for the weather, or their car may be parked in an inaccessible place.
solution 2
With so much information, we began to explore how we could allow for scanning and solve for cognitive overload.
We plan on testing concepts with users to determine how to further build out onboarding.
Original screen:
Iterations prepared for user testing:
Next Steps
Test our prototypes with real customers to determine if we have met user's needs and iterate.
Present research findings to stakeholders to determine how to iterate on the business process.
Work to solve new problems uncovered through research.
