I led work with Nationwide Insurance to design and prototype a claims intake and management process for automotive insurance. Internally, Nationwide had taken a path towards the “touchless claim,” i.e., eliminating the costly use of people to do claims intake. However, they hadn’t done any work to understand what users or their associates actually needed to create an efficient process.

The work focused on improving customer experience for both the insured and the claims associate, as well as designing a new organizational model and process for claims intake, roles, and responsibilities supported by the digital experience we designed. We ran an initial 100-user pilot and achieved excellent user satisfaction while reducing unnecessary calls and inquiries for claims associates. The new org model was projected to save money overall and increase job satisfaction for associates by focusing on higher value interactions versus handling the many calls per day that were simply to inquire about claims status.