portfolio 2020 > encircle > mitigation
Sharing
Remote Inspections & Signatures
How might we support the workflows related to remote inspections and signature capture between the restoration contractor and homeowner.
Overview
User Problem Statement
- As a claim administrator or PM I need to be notified when the policyholder is uploading photos, so I can review them and ensure I’m sending the appropriate resources on site.
- As a claim administrator or PM, I need to be notified when the policyholder is done signing documents so my team can proceed.
- As an advisor, I need to be notified when the policyholder is done uploading photos so that I can review those photos and complete the inspection.
User Personas
PRIMARY MOBILE USERS:
- RC: Project Managers – Claims Product, Web & Mobile
PRIMARY WEB USERS:
- RC: Claim Administrators – Claims Product, Web
- Policyholders – PH Experience, Web
SECONDARY USERS:
- Insurance: Advisors – Inspections and Claims Product, Web
- Insurance: Desk Adjusters – Inspections and Claims Product, Web
Core UX Principle
Humanize. Making an impersonal app personal.
Product Design Details
Process & Storymaps
We were continually trying to improve our process. For this era of projects, instead of design project briefs I created storymaps to provide guardrails to the designer and a method to socialize what individual designers were working on.
Users Flows & Activity Chains
User flows for "Smarts" quickly turning into end-to-end workflows. As part of a larger initiative around bringing a notifications system to the Encircle platforms, these workflows became activity chains.
We defined activity chains as end-to-end workflows with 1 or 2 actors by which the primary interaction was via the notifications system. Rather than doing a deep-dive here, we are just going to look at some artifacts from the kickoff presentation.
Design Pieces
For simplicity, I'm going to share just a few design pieces.
Roles & Responsibilities
Product Designer
With this project, the named designer knocked it out of the park as a Product Designer. I'm so excited to see him prove his world-class talents on this project!
- Iterative concept design.
- Final production design. On this project Includes:
- Interaction Design (Includes: Wireframing, Prototyping, Interaction Flow, Information Architecture).
- User Interface Design (Includes: Microinteractions, Animations & Movement, Iconography, Visual & Graphic Design).
- Writing & Content (Includes: UX Writing, Voice & Tone).
- Empathy (Understand and represent users' needs, motivations, behaviors and environments.)
- Just enough specification and asset generation.
- Driving the Developer kickoff meeting.
- Available for developer questions.
- Design QA.
Product Design Leader
As stated earlier, this project was part of a larger initiative to bring a notifications system to the Encircle platforms. As high-level UX architect, it was my responsibility to coordinate and orchestrate the three notifications projects to ensure the notifications model was usable and scalable.
- Established the UX practices and processes for a successful and thriving user-centered design culture.
- Set clear goals and metrics, shaped strategies and aligned the team on the right path to delivery and success.
- Set and maintained a high bar for design craft that ensured a high standard for all product deliverables.
- Guided the work of talented product designers by leading and facilitating design team critiques, discussions, sprints, etc., in a supportive environment.
- Facilitated and collaborated on company and product strategy, as well as the product roadmap.
- Identified, prioritized problems and major opportunities across the products and platforms and worked with cross-functional teams in developing solutions to address those problems.
- Owned product design, user experience and information architecture across Encircle, ensuring a thoughtful, consistent UX that scales across all Encircle products (from free personal inventory product to the Claims and Inspection products used by restoration contractors and insurance companies alike) and platforms (desktop web, Android and iOS)
- Acted as UX Architect and UX PM to successful shepherd projects from conception through dev start and then again through Design QA.
- Collaborated with product managers, developers, other internal stakeholders and customers. * Invented the Design QA process to overcome a lack of formalized QA practices.
