Benefits
Specifications
How-to
Contact Us
Learn More
Results
The launch of the Digital Auto Claims platform has made creating and following up on insurance cases much simpler and faster for both brokers and clients. Using our product, the entire process can now happen online, reducing the hassle and wait time no matter the type of claim.
User commentary
“I liked the new process because I received a quick response and several email updates about the status—something that used to take a long time with other insurers.” - Google Review, 2024
“Allianz’s digital interface made it much easier to open a claim, and tracking everything online was clear and transparent.” - Social Media comment, 2024
“I had a very good experience with Allianz’s service. My claim was resolved quickly, and I was able to track everything through the app with no hassle. I recommend it.” - Social Media comment, 2024
Process
Planning and research
We received an expected flow from the marketing and insurance teams at Allianz, containing everything that was legally required and expected. Another key requirement was to connect it to the existing car insurance app they already had.
Our first step was to map out the entire flow. This was essential, as there were many small details and variables depending on each accident scenario. It also helped validate the team’s overall understanding of what was expected and allowed us to anticipate any potential issues.
User flow based on the information recieved from Allianz.
For the research and insights, we explored how competitors manage their claims processes. We also looked into popular survey and research platforms for inspiration. To improve the tracking experience, we studied order tracking in e-commerce products. For the inspection scheduling flow, we referenced apps with maps and advanced filtering features.
Planning and research
We chose to star with low fidelity wireframes.
Examples of the wireframes
Design and development steps
We kept everything on-brand using Allianz’s colors, fonts, and illustrations, so the platform would feel familiar and connected to their other products, especially the car insurance app.The flow was also expanded to cover all types of insurance claims (fires, accidents, burglary, and many others) and adapted to handle the specific requirements of each. For example, some claims involve third parties, different types of damage, police reports (BO), photos, detailed descriptions, and even changes in how maps and info cards are displayed.
Additionally, we added the ability for third parties involved in a claim to view and provide any valuable information needed for the process.
As we worked, new ideas continued to emerge. Some features received quick updates to speed up development, such as switching the progress bar from vertical to horizontal, adjusting buttons and illustrations when necessary, and, as is common in design, spending time discussing the best terms and phrasing to use. These might seem like minor adjustments, but they have a significant impact on the overall user experience.
Testing
It was decided that we would run two different types of tests with two distinct personas.
The first group consisted of Allianz clients. We sent a survey to over 100 people to gather quantitative and general feedback, focusing on the terms and flow, validating how clear it was for them, and identifying anything that could negatively impact the experience.
The second group included insurance brokers who sell Allianz products. We conducted detailed interviews with six of them, going through the app screens and collecting feedback on-site. Their involvement was crucial, as a significant portion of insurance claims still goes through brokers to be completed.
This combination of direct observation and large-scale surveys ensured that both expert and everyday perspectives informed the design, making the product more closely catered to real users. The product was praised for its simplicity and speed, while adjustments such as updating certain terms and relocating buttons further improved usability.
Final product
The web app is fully connected to the Allianz Auto app, making the claims journey smooth and user-friendly for both brokers and clients. Users can manage everything in one place, from opening a case to finalizing it. Customers upload vehicle photos directly, and AI analyzes them quickly, speeding up the process. If a third party is involved, clients can share a link for them to add information too.
Clients choose from Allianz-approved repair shops nearby, with guarantees and payment options. The platform shows real-time updates and allows pending tasks to be completed in just a few clicks. Email and SMS notifications keep everyone informed.
You can check out the full prototype here.
Seguro Allianz
Resumo
Allianz Brasil, a leading player in the automotive insurance market, offers coverage and support to millions of policyholders. This project focuses on the creation of a digital product to manage, track, and resolve auto insurance claims. The solution has the potential to impact over 2 million Allianz auto insurance customers nationwide.
My Role
I was the main designer on this project, handling everything from market research and wireframes to UI, prototyping, and user testing.
Problem
The problem we found was that both brokers and Allianz customers struggled with the claims process. It was slow and complicated, often relying on brokers to move things forward.
Just FYI: This whole page is better suited for desktop ;)
EN
|
PT
Currículo
Results
The launch of the Digital Auto Claims platform has made creating and following up on insurance cases much simpler and faster for both brokers and clients. Using our product, the entire process can now happen online, reducing the hassle and wait time no matter the type of claim.
User commentary
“I liked the new process because I received a quick response and several email updates about the status—something that used to take a long time with other insurers.” - Google Review, 2024
“Allianz’s digital interface made it much easier to open a claim, and tracking everything online was clear and transparent.” - Social Media comment, 2024
“I had a very good experience with Allianz’s service. My claim was resolved quickly, and I was able to track everything through the app with no hassle. I recommend it.” - Social Media comment, 2024
Process
Planning and research
We received an expected flow from the marketing and insurance teams at Allianz, containing everything that was legally required and expected. Another key requirement was to connect it to the existing car insurance app they already had.
Our first step was to map out the entire flow. This was essential, as there were many small details and variables depending on each accident scenario. It also helped validate the team’s overall understanding of what was expected and allowed us to anticipate any potential issues.
User flow based on the information recieved from Allianz.
For the research and insights, we explored how competitors manage their claims processes. We also looked into popular survey and research platforms for inspiration. To improve the tracking experience, we studied order tracking in e-commerce products. For the inspection scheduling flow, we referenced apps with maps and advanced filtering features.
Planning and research
We chose to star with low fidelity wireframes.
Examples of the wireframes
Design and development steps
We kept everything on-brand using Allianz’s colors, fonts, and illustrations, so the platform would feel familiar and connected to their other products, especially the car insurance app.The flow was also expanded to cover all types of insurance claims (fires, accidents, burglary, and many others) and adapted to handle the specific requirements of each. For example, some claims involve third parties, different types of damage, police reports (BO), photos, detailed descriptions, and even changes in how maps and info cards are displayed.
Additionally, we added the ability for third parties involved in a claim to view and provide any valuable information needed for the process.
As we worked, new ideas continued to emerge. Some features received quick updates to speed up development, such as switching the progress bar from vertical to horizontal, adjusting buttons and illustrations when necessary, and, as is common in design, spending time discussing the best terms and phrasing to use. These might seem like minor adjustments, but they have a significant impact on the overall user experience.
Testing
It was decided that we would run two different types of tests with two distinct personas.
The first group consisted of Allianz clients. We sent a survey to over 100 people to gather quantitative and general feedback, focusing on the terms and flow, validating how clear it was for them, and identifying anything that could negatively impact the experience.
The second group included insurance brokers who sell Allianz products. We conducted detailed interviews with six of them, going through the app screens and collecting feedback on-site. Their involvement was crucial, as a significant portion of insurance claims still goes through brokers to be completed.
This combination of direct observation and large-scale surveys ensured that both expert and everyday perspectives informed the design, making the product more closely catered to real users. The product was praised for its simplicity and speed, while adjustments such as updating certain terms and relocating buttons further improved usability.
Final product
The web app is fully connected to the Allianz Auto app, making the claims journey smooth and user-friendly for both brokers and clients. Users can manage everything in one place, from opening a case to finalizing it. Customers upload vehicle photos directly, and AI analyzes them quickly, speeding up the process. If a third party is involved, clients can share a link for them to add information too.
Clients choose from Allianz-approved repair shops nearby, with guarantees and payment options. The platform shows real-time updates and allows pending tasks to be completed in just a few clicks. Email and SMS notifications keep everyone informed.
You can check out the full prototype here.
Seguro Allianz
Resumo
Allianz Brasil, a leading player in the automotive insurance market, offers coverage and support to millions of policyholders. This project focuses on the creation of a digital product to manage, track, and resolve auto insurance claims. The solution has the potential to impact over 2 million Allianz auto insurance customers nationwide.
My Role
I was the main designer on this project, handling everything from market research and wireframes to UI, prototyping, and user testing.
Problem
The problem we found was that both brokers and Allianz customers struggled with the claims process. It was slow and complicated, often relying on brokers to move things forward.
Seguro Allianz
Results
The launch of the Digital Auto Claims platform has made creating and following up on insurance cases much simpler and faster for both brokers and clients. Using our product, the entire process can now happen online, reducing the hassle and wait time no matter the type of claim.
User commentary
“I liked the new process because I received a quick response and several email updates about the status—something that used to take a long time with other insurers.” - Google Review, 2024
“Allianz’s digital interface made it much easier to open a claim, and tracking everything online was clear and transparent.” - Social Media comment, 2024
“I had a very good experience with Allianz’s service. My claim was resolved quickly, and I was able to track everything through the app with no hassle. I recommend it.” - Social Media comment, 2024
Process
Planning and research
We received an expected flow from the marketing and insurance teams at Allianz, containing everything that was legally required and expected. Another key requirement was to connect it to the existing car insurance app they already had.
Our first step was to map out the entire flow. This was essential, as there were many small details and variables depending on each accident scenario. It also helped validate the team’s overall understanding of what was expected and allowed us to anticipate any potential issues.
User flow based on the information recieved from Allianz.
For the research and insights, we explored how competitors manage their claims processes. We also looked into popular survey and research platforms for inspiration. To improve the tracking experience, we studied order tracking in e-commerce products. For the inspection scheduling flow, we referenced apps with maps and advanced filtering features.
Wireframes
We chose to start with low-fidelity wireframes, as we wanted to give the platform an innovative look and feel.The entire process is already associated with stress and anxiety, so we proposed a “chat-like” flow to make users feel more connected and heard. The navigation would move quickly while still providing all the necessary information.
For tracking and solution selection, we opted for a minimalist approach, keeping it direct. The most important thing was for the client to know exactly which step of the process they were in, access any important documents and know what action they should take. It was also important to highlight and guide them toward the insurance solution that would be most beneficial for both them and the company.
Examples of the wireframes
Design and development steps
We kept everything on-brand using Allianz’s colors, fonts, and illustrations, so the platform would feel familiar and connected to their other products, especially the car insurance app.The flow was also expanded to cover all types of insurance claims (fires, accidents, burglary, and many others) and adapted to handle the specific requirements of each. For example, some claims involve third parties, different types of damage, police reports (BO), photos, detailed descriptions, and even changes in how maps and info cards are displayed.
Additionally, we added the ability for third parties involved in a claim to view and provide any valuable information needed for the process.
As we worked, new ideas continued to emerge. Some features received quick updates to speed up development, such as switching the progress bar from vertical to horizontal, adjusting buttons and illustrations when necessary, and, as is common in design, spending time discussing the best terms and phrasing to use. These might seem like minor adjustments, but they have a significant impact on the overall user experience.
Testing
It was decided that we would run two different types of tests with two distinct personas.
The first group consisted of Allianz clients. We sent a survey to over 100 people to gather quantitative and general feedback, focusing on the terms and flow, validating how clear it was for them, and identifying anything that could negatively impact the experience.
The second group included insurance brokers who sell Allianz products. We conducted detailed interviews with six of them, going through the app screens and collecting feedback on-site. Their involvement was crucial, as a significant portion of insurance claims still goes through brokers to be completed.
This combination of direct observation and large-scale surveys ensured that both expert and everyday perspectives informed the design, making the product more closely catered to real users. The product was praised for its simplicity and speed, while adjustments such as updating certain terms and relocating buttons further improved usability.
Final product
The web app is fully connected to the Allianz Auto app, making the claims journey smooth and user-friendly for both brokers and clients. Users can manage everything in one place, from opening a case to finalizing it. Customers upload vehicle photos directly, and AI analyzes them quickly, speeding up the process. If a third party is involved, clients can share a link for them to add information too.
Clients choose from Allianz-approved repair shops nearby, with guarantees and payment options. The platform shows real-time updates and allows pending tasks to be completed in just a few clicks. Email and SMS notifications keep everyone informed.
You can check out the full prototype here.
Resumo
Allianz Brasil, a leading player in the automotive insurance market, offers coverage and support to millions of policyholders. This project focuses on the creation of a digital product to manage, track, and resolve auto insurance claims. The solution has the potential to impact over 2 million Allianz auto insurance customers nationwide.
My Role
I was the main designer on this project, handling everything from market research and wireframes to UI, prototyping, and user testing.
Problem
The problem we found was that both brokers and Allianz customers struggled with the claims process. It was slow and complicated, often relying on brokers to move things forward.