GEICO Claims App
Patent Injury flow
New ways of working
| UX Design
| Wireframing
| Prototypes
| Facilitation
| Empathy Map's
0I INTRO
GEICO HUE Design System components, focusing on the customer injury self-reporting flow, removing major friction points, and driving measurable increases in both completion and throughput rates for 30.000 user.
GEICO HUE Design System components, focusing on the customer injury self-reporting flow, removing major friction points, and driving measurable increases in both completion and throughput rates for 30.000 user.
I built several prototypes to explore interaction and illustration styles for a one-question-per-page flow, integrating HUE design system components.
I conducted research with 15 end users who have been involved in injury reports through a mobile app wiht five insurance companies nationwide, hand-in-hand with the lead UX researcher.
Helped GEICO design lead team claims by shifting from design reviews to a design jam session to drive collaboration.
Research with business partners, engineers, and designers to pitch and test the viability of integrated microanimations for the injury-claims experience. Explored Lottielab and Flutter implementations, including breathing-cycle animations as checkpoints for moments of delight to improve the storytelling for end users.
OPORTUNITY
The insight revealed an opportunity to adopt a two-pronged strategy to enhance the UX, reduce recordable drop-off, and define additional abandonment archetypes to bussines parthners.
The insight revealed an opportunity to adopt a two-pronged strategy to enhance the UX, reduce recordable drop-off, and define additional abandonment archetypes to bussines parthners.
Share enough evidence to present to business partners, outlining findings that support pivoting the research toward the adjusters’ call center to learn how to humanize the flow for customers during the emotional journey of reporting a claim, grounded in resonance practices. This work supports 28,000 associates across 19 offices in the U.S. who serve more than 18 million policyholders.
Research with copilot Ai
Share enough evidence to present to business partners, outlining findings that support pivoting the research toward the adjusters’ call center to learn how to humanize the flow for customers during the emotional journey of reporting a claim, grounded in resonance practices. This work supports 28,000 associates across 19 offices in the U.S. who serve more than 18 million policyholders.
Share enough evidence to present to business partners, outlining findings that support pivoting the research toward the adjusters’ call center to learn how to humanize the flow for customers during the emotional journey of reporting a claim, grounded in resonance practices. This work supports 28,000 associates across 19 offices in the U.S. who serve more than 18 million policyholders.
Share enough evidence to present to business partners, outlining findings that support pivoting the research toward the adjusters’ call center to learn how to humanize the flow for customers during the emotional journey of reporting a claim, grounded in resonance practices. This work supports 28,000 associates across 19 offices in the U.S. who serve more than 18 million policyholders.
This initiative aims to foster a strong sense of belonging among new employees and provide well-founded recommendations for the stakeholders and investors.
Contributing to Citi's Collections & Recovery Business Control division
as Innovation Manager
Design a structured strategy that enables stakeholders to engage closely and gain valuable insights.
MY ROLE
MY ROLE
Spearheaded research and design initiatives as Senior Remote Designer to reduce a key claims drop-off rate, partnering with content, research, and nine Lead Designers to deliver measurable improvements to the customer journey.
Spearheaded research and design initiatives as Senior Remote Designer to reduce a key claims drop-off rate, partnering with content, research, and nine Lead Designers to deliver measurable improvements to the customer journey.
The
Illustration
BPO representatives have noted a recent upsurge in the number of Citi's end users' accounts in collections. Consequently, there has been an increase in recovery cases encompassing a variety of emotional issues, including a 70% rise in suicide threats from clients. These developments are occurring alongside a 17% increase in the country's inflation rate.
The
Problem
Problem
BPO representatives have noted a recent upsurge in the number of Citi's end users' accounts in collections. Consequently, there has been an increase in recovery cases encompassing a variety of emotional issues, including a 70% rise in suicide threats from clients. These developments are occurring alongside a 17% increase in the country's inflation rate.
The
Testing
Testing
BPO representatives have noted a recent upsurge in the number of Citi's end users' accounts in collections. Consequently, there has been an increase in recovery cases encompassing a variety of emotional issues, including a 70% rise in suicide threats from clients. These developments are occurring alongside a 17% increase in the country's inflation rate.
The
Challenge
Challenge
The Citi legal BPO Brand and Website urge a fresh approach to empathize effectively with their end-users.
Department Directors and Project Managers: Define and start Sprint Two. Work closely with key team leaders inside the BPO to learn how to apply proper field research.
Department Directors and Project Managers: Define and start Sprint Two. Work closely with key team leaders inside the BPO to learn how to apply proper field research.
DISCOVERY
Empathy maps are the central methodology for discovery sessions, and they help BPO representatives
Empathy maps are the central methodology for discovery sessions, and they help BPO representatives
Empathy maps are the central methodology for discovery sessions, and they help BPO representatives
Communicate their fears, needs, motivations, and behavior anonymously or responsibly without friction.
The BPO representatives perceive that reporting various emotions and external factors related to that situation, from end customers to directors can be seen as a sign of weakness or unprofessionalism and may result in them losing their jobs, as has happened to other representatives.
Just 35% of the BPO representatives have a record of success closing agreements.
60% of the end customers “I Dont see a significant benefit to staying active on the financial system”
Validate + Iterate
WORKSHOP #1
Lead secondary research and interviews.
Lead secondary research and interviews.
Defining Target Groups
Once the prototypes were developed based on experience and Data to empathize with the different types of users, they served as a starting point for reflecting on the users' needs and challenges and possible solutions to consider later in building the
information architecture.
53.,000
End user's benefitted from
the new credit line established.
Team 16
Research sprints for Innovation
Engenierd 80+
Yearly budget effectively
managed, planned and resourced
WORKSHOP #1
Lead secondary research and interviews.
Lead secondary research and interviews.
Lead secondary research and interviews.
Defining Target Groups
Once the prototypes were developed based on experience and Data to empathize with the different types of users, they served as a starting point for reflecting on the users' needs and challenges and possible solutions to consider later in building the
information architecture.
If you’ve made it this far, you should read more about me. Better yet, contact me to get started on a project.
If you’ve made it this far, you should read more about me. Better yet, contact me to get started on a project.
If you’ve made it this far, you should read more about me. Better yet, contact me to get started on a project.