UX Content Strategy

Select Service Landing Page

The new Select Service Landing Page helps inform and guide customers through the first step of the auto claims process. In order to get an estimate for vehicle repairs, customers need to choose a service shop to access the damage. The Analytics Team provided insight that most customers would drop off the website at this point and call their agent instead.

In response, the UX Team provided a user experience that encourages customers to continue along digitally. Content needed to be comprehensive but not overly complicated or overwhelming. Scan-ability was a must when taking into account the hierarchy of content and architecture of the page.

Photo Capture Assist

As an alternative to getting a repair estimate through Select Service, insurance customers can use the company’s mobile app to capture photos of the damage directly from a mobile device. This UX flow is designed to guide the customer from start to finish with easy-to-understand user experience.

Because capturing photos of damage for a repair estimate is a new concept for most customers, it was important to develop a simple and digestible experience.