Titiksha Dey
Product Manager

Nikita Nayak
User Experience Consultant

keerti Chowdhry
Senior VD Consultant

Pritika Tuteja
Associate Creative Director

Anshul Kumar
User Experience Consultant

Vidhi Vora
Senior UX Consultant

Lalit Arya
User Experience Analyst

Anmol Loonia
Experience Design Senior Consultant

Sahana Ramprasad
User Experience Analyst

Menes Etingue Kum
Associate Partner

Briana Mangialardi
Manager, Design & Experience

What we were working on?

The process for filing insurance claims and other types of claims was being revamped digitally.
In Phase 1, we picked Auto Insurance to begin with.
We completely digitalized the FNOL process (First Notice of Loss). When the insured suffers an accident or has his/her vehicle damaged, they file for an eFNOL request to begin the claim.
The entire process—from landing pages to logging in with a policy number to submitting the entire claim—was designed by all of us.

How I fit in this project?

Started working on this project at the start of eFNOL's third sprint. At any given time, Deloitte USI had two UX designers and two UI designers working on this project. Every step of the way, from research to wireframing to handoffs, was collaboratively accomplished. Also, Identified areas where the current experience can be enhanced.

Since the VQA team wasn't available for this project, we designers stepped in. and ensured that the designs did not advance without VQA. At our level, we were able to deal with design inconsistencies and make changes. The VQA contributed to an improvement in the designs' usability, satisfaction, and effectiveness. Resulting in faster sign-offs.

Impact created for the users

Worked on the services section (Rental, Towing & Photo Capture). Before the options were generic and the system was recommending similar services to every user. With the new design, it was easy for the users to understand which services will be relevant for them.

Also worked on the dynamic questionnaire for the claimant (Asking accident details, accupant & injured party details, Point of damages, Other party involved details).
We made sure to deliver a unique experience to every user as per their uniques situation, needs and context.

Impact created for the client

Made direct business impact for our client through partner recommendations for rental, towing and repair shop services.
Also helped the client in Increasing engagement, reducing dropouts & call centre calls.

Impact created for Deloitte

Made business impact for Deloitte. Won work worth $14M for 6 months.
Multiple projects opened after eFNOL like Techsee, Quickval, CommsHub & Phase 2.