During the two months at Chetong.net, I worked on developing an online insurance claim app. The app is for business users, and the terms or the processes were quite challenging for me. Even though I have never worked in insurance before, the experience has taught me a lot about understanding an unfamiliar field in a short time and simplifying the complex information for users' benefit.

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What is Baobei App, and why do we need it?

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Remote insurance assessing service has always been a heated topic since online claiming will save lots of resources for insurance companies. Also, as the epidemic spread quickly in 2019,  people are all suggested to work from home to reduce the rate of infection. So we are working on iterating the claim tool to enable remote services for the surveyors. The insurance professionals have to carry out a physical inspection of the damaged vehicles. They can use the app to contact the car owner, manage the files, submit the report and acquire the insurer's signature.

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Takeaway 1: Effective ways to create a user-friendly journey.

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It is typical for a user experience designer to create a user journey map to figure out the pain point and reduce the trouble for users. However,  when I was making the journey map, the forms always involved extra information. It is a problem of mixing up the user's role in the working process. To solve this problem, I split my research into three roles, the manager, the customers, and the surveyor, created storyboards for each role. I arranged the UI to maintain the general structure of the app to avoid extra work during the development stage. The interaction is easier to understand and use with only essential information displayed.

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Takeaway 2: Watch the users, and it is always surprising.

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I can't say enough about how important it is to watch the users interacting with their tools. The product manager and I arranged trips to observe how insurance professionals supervisors interact with each other while using a life insurance platform. The on-site interviews were often hard to set up because they required extra work from other departments. But it is definitely worth the effort.

 

It was astonished for us to find that they were using several messaging apps (Dingding, WeChat, QQ, Email) at the same time to exchange files and communicate about the investigation, which makes the file system messy and low-efficient. There was also paper involved to collect receipts from the hospital. There were also "shortcuts" or functions they would never use,  such as reassigning the task to another branch in the district. This function would not happen because it is not allowed in the company's policy. 

 

Even though we were working on a car insurance app, not life insurance, the observation had clarified many of our questions. 

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Takeaway 3: Iterate, Iterate, Iterate

The best way to perfection is not to seek perfection. I learned it through the experience iterating Baobei App. Iteration needs lots of resources to happen and it is ok to solve one problem well each time. Most of the time, we need to solve the most critical problem rather than hold on to the details. Here I attached a video demo I created to explain the process. And in the next steps, we worked on full-filling each phase.