Progressive Insurance

Progressive Insurance

Progressive Insurance

ClaimPro Liability - Insurance processing

ClaimPro Liability - Insurance processing

ClaimPro Liability - Insurance processing
Primary role
Primary role

Senior UX Design Consultant

Senior UX Design Consultant
Year
Year

2022

2022
Main tools used
Main tools used

Figma, UserZoom, Mural

Figma, UserZoom, Mural

55% increase

in development efficiencies, reducing working hours

Estimated 90%

user problems addressed and voices heard

Problems found

for future testing & refinement to continue growing the system

Project goal

Reduce the cost of product development, address IT security risks and increase support of the user in their daily work.

Reduce the cost of product development, address IT security risks and increase support of the user in their daily work.

Project description

At Progressive, I participated in the initiative to modernize ClaimPro, leading the UX in 4 different product teams for our internal claims processing system. The most complex challenge was reimagining the Liability module - a crucial component that helps representatives determine fault in accidents and distribute payments accurately.

At Progressive, I participated in the initiative to modernize ClaimPro, leading the UX in 4 different product teams for our internal claims processing system. The most complex challenge was reimagining the Liability module - a crucial component that helps representatives determine fault in accidents and distribute payments accurately.

Major pain points to solve

The challenge went beyond UI modernization or implementing a design system. Our legacy system Claimstation had:

  • Complex workflows that only senior employees could navigate due to knowledge of work-arounds.

  • No user research or usability testing history.

  • Technical debt from 15-20 years of "patchwork" solutions.

  • Unsustainable maintenance costs for the business.

  • A disconnect between user needs and system capabilities.

Legacy Claimstation Example Screen

Legacy Claimstation Example Screen

Work approach - discover to understand

To understand our user's perspective, it was crucial to understand their interaction with the current state of Liability app in Claimstation. We conducted an in-depth investigation, aiming to discern the most significant feedback and prioritize it according to the constraints of our development timelines. As a team, we implemented the following research strategy:

  1. Conducted in-depth user interviews with claims specialists

  2. Created journey maps to visualize how Liability integrated into daily workflows

  3. Prototyped solutions using our design system to validate flows

  4. Led collaborative design sessions using:

    • Crazy 8's exercises to rapidly generate solutions

    • 'Rose, Thorn, Bud' workshops to evaluate ideas

    • Sketching sessions with UX and development teams

To understand our user's perspective, it was crucial to understand their interaction with the current state of Liability app in Claimstation. We conducted an in-depth investigation, aiming to discern the most significant feedback and prioritize it according to the constraints of our development timelines. As a team, we implemented the following research strategy:

  1. Conducted in-depth user interviews with claims specialists

  2. Created journey maps to visualize how Liability integrated into daily workflows

  3. Prototyped solutions using our design system to validate flows

  4. Led collaborative design sessions using:

    • Crazy 8's exercises to rapidly generate solutions

    • 'Rose, Thorn, Bud' workshops to evaluate ideas

    • Sketching sessions with UX and development teams

Version 1 Design (Before Testing) with modals the user would interact with to fill out the Liability portion of the claim.

Design system component examples created and used in the refactor of all ClaimPro that was to be implemented for the Liability portion of the web application.

How did we test this first version?

I partnered with UX Researchers to design and execute a robust testing program:

  • Developed comprehensive test scenarios covering both common and edge cases.

  • Recruited 6 Claims Specialists/Generalists for moderated remote testing.

  • Achieved 93% System Usability Scale score.

  • Secured 81.9% Net Promoter Score.

    One particularly impactful piece of user feedback came from a representative managing 125 claims: "It's easy to forget specific things on particular claims. If you can come to a screen like liability and get a quick snapshot– which is what this seems to be doing–it's good!" This validated our approach to information hierarchy and quick-access features. Written below are some of the full quotes from users.

I partnered with UX Researchers to design and execute a robust testing program:

  • Developed comprehensive test scenarios covering both common and edge cases.

  • Recruited 6 Claims Specialists/Generalists for moderated remote testing.

  • Achieved 93% System Usability Scale score.

  • Secured 81.9% Net Promoter Score.

    One particularly impactful piece of user feedback came from a representative managing 125 claims: "It's easy to forget specific things on particular claims. If you can come to a screen like liability and get a quick snapshot– which is what this seems to be doing–it's good!" This validated our approach to information hierarchy and quick-access features. Written below are some of the full quotes from users.

“I've got 125 in inventory and it's hard to keep track of stuff, especially in commercial casualty. These [claims have] a lot of very detailed facts. It's easy to forget things, specific things on a particular claim. So, if you can come to a screen like liability and get a quick snapshot– which is what this seems to be doing–it's good! And I like this thing down here [events/activities table] because I can quickly see, okay now what have I done already?”

"I think , overall, this is intuitive and it's very easy, concise.”

After testing, here is how we applied the research

After thoroughly examining the research and understanding the users' requirements, I established a collaborative feedback system involving regular strategic alignment meetings with Product Owners, development team integration throughout the design process, additional UX guild reviews and critiques and presented results in a sprint review to stakeholders to present on the research we conducted and enhancements we applied.

After thoroughly examining the research and understanding the users' requirements, I established a collaborative feedback system involving regular strategic alignment meetings with Product Owners, development team integration throughout the design process, additional UX guild reviews and critiques and presented results in a sprint review to stakeholders to present on the research we conducted and enhancements we applied.

After project reflection

The success of our design and testing continually presents opportunities for enhancement that we can always adopt in any process we undertake. This is shown by implementing a system for continuous user feedback collection, creating a roadmap for future enhancements based on user insights and continued documenting learnings and best practices for future modernization efforts.

This enhanced narrative demonstrates:

  1. Strategic thinking in problem decomposition

  2. Leadership in stakeholder management

  3. Technical depth in system modernization

  4. Research rigor and data-driven decision making

  5. Business impact focus

  6. Long-term thinking and system evolution

The success of our design and testing continually presents opportunities for enhancement that we can always adopt in any process we undertake. This is shown by implementing a system for continuous user feedback collection, creating a roadmap for future enhancements based on user insights and continued documenting learnings and best practices for future modernization efforts.

This enhanced narrative demonstrates:

  1. Strategic thinking in problem decomposition

  2. Leadership in stakeholder management

  3. Technical depth in system modernization

  4. Research rigor and data-driven decision making

  5. Business impact focus

  6. Long-term thinking and system evolution

55% increase

in development efficiencies, reducing working hours

Estimated 90%

user problems addressed and voices heard

Problems found

for future testing & refinement to continue growing the system

Design after testing with a few of the modals changing in style and in the way you interact with them along with other efficiency gains.

Other modal examples throughout the Liability application.

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