File A Claim UX/UI

Improving user experience and streamlining the claims process for Allianz Travel Agency

Project Overview

Cross Functional Team

Project Duration

5 months

Responsibilities

wireframing, prototyping, form design, responsive design, copywriting, content organization, new and returning user journeys

Abigail Franks, UX/UI Designer

Kris Blake, Delivery

MaryClaire Guh, Product Owner

The Problem

Allianz Travel Agency approached our team seeking assistance in enhancing their claims process. Recognizing that filing a claim is inherently a task users may find inconvenient, our challenge was to significantly enhance the user experience and streamline the process.

The existing Allianz experience proved to be outdated and unintuitive, leading users to encounter difficulties right from the outset of the claims journey. Users struggled to locate the necessary steps, often abandoning the process midway. This not only contributed to an increased burden on the customer service line but also resulted in frustrated users and, consequently, customer attrition for Allianz.

The Soultion

1. Re-design of Claims Landing Page

2. Login & Sign Up Experience for returning users

3. Overhaul of ‘Filing A Claim’ UX

Claims Landing Page Re-design

One of the initial challenges with Allianz's claims experience was the claims landing page. The existing design had a lot of text, making it hard for users to navigate. The call to action wasn't sufficiently highlighted, causing user overwhelm. The page mainly consisted of text links to other pages with essential information for users preparing to start a claim. The new design organizes all this content into one page, using modals to highlight crucial text areas. We did a visual redesign to enhance aesthetics and navigation, creating distinct sections. A clear call to action is placed at the top within the hero graphic, and it repeats at the end for users navigating through the content. With this redesign, users can easily initiate their claims process with all necessary information in one place.

Login & Sign Up Experience

We created a user-friendly login and sign-up experience for Allianz customers who are returning users so they can easily see their policies, check on status of their current claims, and see requested quotes. This offers users a seamless and efficient platform to manage their travel insurance-related information without having to enter specific information every time they want to access their account.

'File A Claim" User Experience Overhaul

The decision to redesign stemmed from a commitment to customer-centricity, ensuring that filing a claim with Allianz is a seamless and positive interaction. Through careful analysis of user feedback, competitors, and emerging technologies, we identified opportunities to simplify complex processes, reduce friction points, and accelerate the speed at which claims can be filed.

Faster Processing

Enhanced Accessibility and Clarity

Increased User Retention

Decreased User Error

Mega Menu

Our introduction of a Mega Menu for The IAPP was a significant enhancement in content organization. The Mega Menu, serves as an intuitive navigation tool, streamlining access to all of the website content. With clear categorization and clickable link, this addition ensures that visitors can quickly explore and locate the content they need. This menu style contributes to a more user-centric and efficient browsing experience.