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[Case 02]

Auto Repair App

Auto Insurance

Transforming Auto Insurance Claims: A Comprehensive Repair Shop & Estimating App Case Study

Boosting Conversion Rates for E-commerce Checkout

[Project Overview]

In the rapidly evolving auto insurance industry, the need for a fast, accurate, and user-friendly estimating and repair solution is paramount. This case study explores the development of an Auto Insurance Repair Shop & Estimating App designed to streamline the claims and repair process for both insurance providers and policyholders.

[Problem Statement]

Traditional auto insurance claim and repair processes are often cumbersome, requiring manual assessment, long wait times, and complex documentation. This results in inefficiencies, customer dissatisfaction, and higher operational costs for insurers and repair shops.

Target Audience

  • Policyholders: Individuals seeking cost estimates and repair scheduling for vehicle damage.

  • Repair Shops: Managing repair estimates, scheduling, and payments.

  • Insurance Companies: Reviewing estimates and processing payments for approved repairs.

[Industry]

Auto Insurance

[My Role]

Lead UX / UI Designer

[Platforms]

Desktop and Android

[Timeline]

March 2023 - March 2025

[Persona]

Jhon Roberts

Policy Holder

I was in a minor car accident that damaged my front bumper. Filing an insurance claim was a hassle—waiting days for the adjuster, multiple shop visits, and no real-time updates on costs. Scheduling repairs was just as frustrating, with limited approved shops and poor coordination. The whole process left me stressed. I needed a faster, more transparent digital solution.

Age: 38

Location: California, Los angeles

Tech Proficiency: Moderate

Gender: Male

[Pain Points]

Delays in claim processing and approval.

Lack of transparency in repair cost estimation.

Difficulty in scheduling repairs with approved workshops.

[Goal]

Get a quick and hassle-free estimate for car repairs.

Track repair progress in real-time.

Minimize paperwork and unnecessary visits to insurance offices.

[Process]

[01] User Research

Engaged policyholders, insurance adjusters, and repair shop owners to identify pain points.

Competitor Analysis: Studied existing solutions and their limitations.

Identified key user touchpoints and areas of friction in the estimation, scheduling, and payment processes.

[01] User Research

Engaged policyholders, insurance adjusters, and repair shop owners to identify pain points.

Competitor Analysis: Studied existing solutions and their limitations.

Identified key user touchpoints and areas of friction in the estimation, scheduling, and payment processes.

[01] User Research

Engaged policyholders, insurance adjusters, and repair shop owners to identify pain points.

Competitor Analysis: Studied existing solutions and their limitations.

Identified key user touchpoints and areas of friction in the estimation, scheduling, and payment processes.

[02] Insights

Users experience long processing times and poor communication in repair estimation and scheduling.

Repair shops find it difficult to align with insurers due to inefficient workflows.

Payment delays between insurers and repair shops cause unnecessary disputes.

[02] Insights

Users experience long processing times and poor communication in repair estimation and scheduling.

Repair shops find it difficult to align with insurers due to inefficient workflows.

Payment delays between insurers and repair shops cause unnecessary disputes.

[02] Insights

Users experience long processing times and poor communication in repair estimation and scheduling.

Repair shops find it difficult to align with insurers due to inefficient workflows.

Payment delays between insurers and repair shops cause unnecessary disputes.

[03 Design Solution]

A seamless repair scheduling process that connects policyholders with repair shops.

Real-time updates and notifications for improved communication and transparency.

Integrated payment processing to simplify transactions between repair shops and insurance providers.

[03 Design Solution]

A seamless repair scheduling process that connects policyholders with repair shops.

Real-time updates and notifications for improved communication and transparency.

Integrated payment processing to simplify transactions between repair shops and insurance providers.

[03 Design Solution]

A seamless repair scheduling process that connects policyholders with repair shops.

Real-time updates and notifications for improved communication and transparency.

Integrated payment processing to simplify transactions between repair shops and insurance providers.

[04] Testing & Iteration

Usability Testing: Conducted multiple rounds of testing with real users to gather feedback.

A/B Testing: Compared different design layouts to optimize user engagement and efficiency.

Enhanced estimation accuracy, scheduling efficiency, and payment processing based on user feedback.

[04] Testing & Iteration

Usability Testing: Conducted multiple rounds of testing with real users to gather feedback.

A/B Testing: Compared different design layouts to optimize user engagement and efficiency.

Enhanced estimation accuracy, scheduling efficiency, and payment processing based on user feedback.

[04] Testing & Iteration

Usability Testing: Conducted multiple rounds of testing with real users to gather feedback.

A/B Testing: Compared different design layouts to optimize user engagement and efficiency.

Enhanced estimation accuracy, scheduling efficiency, and payment processing based on user feedback.

[Outcome]

50% Reduction in repair estimation and scheduling time.
Significant Cost Savings for repair shops and insurance companies through automation.
Faster Payment Processing between repair shops and insurance providers, reducing delays and disputes.

[Key Learnings]

Real-Time Status Tracking

Users receive updates on repair progress and estimated completion time.

Real-Time Status Tracking

Users receive updates on repair progress and estimated completion time.

Real-Time Status Tracking

Users receive updates on repair progress and estimated completion time.

Integration with Repair Shops

Direct communication between insurers and repair providers for accurate estimates and faster scheduling.

Integration with Repair Shops

Direct communication between insurers and repair providers for accurate estimates and faster scheduling.

Integration with Repair Shops

Direct communication between insurers and repair providers for accurate estimates and faster scheduling.

Repair Scheduling & Coordination

Users can book repair appointments and get estimated completion timelines.

Repair Scheduling & Coordination

Users can book repair appointments and get estimated completion timelines.

Repair Scheduling & Coordination

Users can book repair appointments and get estimated completion timelines.

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