Zoic Digital Claims Portal UI Design Challenge

Welcome to the “Zoic Digital Claims Portal UI Design Challenge.” In this challenge we would like you to design a portal application for Zoic to use for managing auto insurance claim information provided by participating auto dealerships.

CHALLENGE OBJECTIVES

• UI Design for a responsive web application
• UI layouts for 9 unique Desktop screens
• Create a seamless flow to accomplish the user goals described
• Include content from sample screens

Round 1

Submit your initial designs for checkpoint feedback

• 01. Dashboard (Service Advisor)
• 02. Dashboard (Claims Manager)
• 03. Create New Claim (Service Advisor)
• 05. Claim Details (Claims Manager)
• 06. Communications feature (Service Advisor, Claims Manager)

As part of your checkpoint submission, you must upload your submission to MarvelApp so we can provide direct feedback on your designs. Please include the MarvelApp URL in your notes.txt
Make sure all pages have the correct flow. Use the proper file numbers, (1, 2, 3, etc.)

Round 2

Submit your final designs with all checkpoint feedback implemented

• 01. Dashboard (Service Advisor)
• 02. Dashboard (Claims Manager)
• 03. Create New Claim (Service Advisor)
• 04. Claim Details (Service Advisor)
• 05. Claim Details (Claims Manager)
• 06. Communications feature (Service Advisor, Claims Manager)
• 07. Claims List (Service Advisor)
• 08. User Settings (Service Advisor, Claims Manager)

As part of your Final submission, you must replace your checkpoint submission with the final submission into MarvelApp so we can provide direct feedback on your designs. Please include the MarvelApp URL in your notes.txt
Make sure all pages have the correct flow. Use the proper file numbers, (1, 2, 3, etc.)
If you're not submitting in the Checkpoint/Round 1, you are not eligible to submit in the Final/Round 2

GLOSSARY

Dealership = Auto Dealership which sells and services vehicles. 
Claim = A formal request to the insurance company to receive money to help pay for repairs and other expenses that are covered by the insurance policy. For example: wear and tear to a tire, or engine service required.
VIN = Vehicle Identification Number. The VIN is the 17 character code (digits and capital letters) that acts as a unique identifier for the vehicle.
Service Advisor = The individual in this scenario is a dealership employee, working in the office that handles the service and repair work for vehicles.
Claims Manager = The individual in this scenario is a Zoic employee who is responsible for completing and processing auto insurance claims.
 

APPLICATION OVERVIEW

• UI to focus on replacing the phone interaction between Service Advisor and Claims Manager.
  • Data capture
  • Claim status overview
  • 2-way communication
• A tool for users to manage auto insurance claim information without the delays and constraints that are inherent in the current manual process.
• User friendly interface to allow users to easily enter and view required information, at their convenience.
• Enable users to communicate and get notifications regarding information needed. Notifications should be pushed to users with little effort.
• Give clear confirmation when a claim has been approved and paid.     

APPLICATION BACKGROUND

Zoic is a provider of auto insurance policies that cover service and maintenance for new vehicle owners. These policies function similar to a warranty. For example: Wheel & Tire policy, Vehicle Service Contract policy. The Zoic Claims Managers receive information from auto dealerships when work needs to be done to vehicles covered by Zoic policies. In order to process a claim for payment, the Claims Manager must ensure that information is complete and that all policy requirements are met. Currently, the Service Advisor at an auto dealership must communicate all of this information via telephone. The call volume is overwhelming for a Zoic Claims Manager. The wait time is inconvenient for the Service Advisor. This process is inefficient for both parties, and causes delays in the workflow when all required information is not complete or readily available.
 

AUDIENCE

Service Advisor:
Dealership employee who may be working at a desktop, or on a tablet or mobile device in the service area of an auto dealership.
Claims Manager: 
Zoic employee who is typically working at a desktop in an office setting.
 

PERSONA 1

Name: Jonas Reed
Occupation: Service Advisor
Work Location: Brownville Autos
Role & Goals:

• Manages the service and repair work being completed on all vehicles at the dealership’s service department. His tasks include attending to many customers at the dealership with various types of insurance coverage (or none at all).
• Submits claims to Zoic insurance for those vehicles with Zoic policies. Submitting Zoic claims is a small part of his responsibilities.
• Ensures that claims are complete, and the cost of the repair or service is approved before the work can be done.

Frustrations:

• Must telephone Zoic Claims Managers to provide information. Phone lines are often busy and there is a long wait. This takes away from his other job responsibilities.
• Sometimes the claim manager requires additional information which must be gathered from the vehicle or from other employees in the service department. The approval process is often paused until this information is found or individuals become available.
• There is no way for the Service Manager to keep track of claims in various stages of completion, or to prioritize which need attention first.

Wants:

• A simple interface to enter all claim information without needing to wait for live interaction with a Zoic Claims Manager.
• The ability to begin a claim and save the information in-progress. After completing other tasks, he could return to complete the claim.
• A way to keep track of all claims with various statuses, and to know which need immediate attention to be completed.
• Simple method to communicate with the Claims Manager without interrupting other responsibilities.
• Quickly see when claims are Approved, and ensure that the approved cost aligns with the work required.
• A way to see the status and details of all claims, from initiation of a new claim, to those approved and paid, to those closed after all repairs have been completed.

PERSONA 2

Name: Erin Peterson
Occupation: Zoic Claims Manager
Work Location: Zoic corporate office
Role & Goals:

• Receives details from dealerships for auto repair claims. The new and processing claims are collected in a queue and distributed to Claims Managers as they are available to work on them. Note: The management of the queue is not in scope for this challenge.
• Open an active claim to check that the details on the claim are complete and they comply with the policy requirements.
• Communicate with dealerships to collect additional or corrected vehicle and repair information.
• Process complete claims as quickly as possible. Or, exit the in-progress claim when waiting for further information is required. Claims do not stay with a single employee for completion. When a claim is ready for attention, any of the Claim Managers may work on it.
• Notify dealerships as to the status of each claim.

Frustrations:

• Currently, all information is gathered and all communication is done via telephone. There is an overwhelming amount of calls to the call center. Phone interactions are very time consuming, especially when information is not clear or complete.
• Must manually enter the claim information provided by dealerships into the Claims Management system.
• Issues are only able to be addressed when both parties are available for phone conversation. This causes lengthy time on hold while waiting for individuals to complete other tasks.

Wants:

• An online view of the information provided for a claim by the Service Advisor.
• Simple interface for communicating with the Service Advisor at their convenience. Remove the need for a dedicated phone call to interact.
• A tool that will automatically request additional or different information based upon fields selected or status changes made.
• The ability to move forward to the next claim in the queue when a resolution is not quickly available. Know that notes have been captured to describe all actions taken. Another Claims Manager will be able to resume work on the claim in progress when a response is received from the dealership.

DESIRED WORKFLOW EXAMPLE

1. A Brownville Autos customer has a vehicle that needs engine repair. The customer has an active Vehicle Service Contract policy with Zoic.

2. Jonas creates a new claim in the Digital Claims tool, and enters all the details for the recommended work.

3. Jonas submits the claim to Zoic.

4. The claim enters the queue to await an available Claims Manager at Zoic.

5. Erin sees a new claim on her Digital Claims tool dashboard and opens it to begin reviewing.

6. The claim status automatically changes to Processing. This status change is seen by Jonas at the dealership.

7. Erin is able to view all the details entered by Jonas regarding the vehicle and the work requested.

8. Erin indicates that one field of information needs additional data: Claim Complaint - Cause.

9. By selecting this field as incomplete, a message is initiated to Jonas at Brownville Autos identifying this field. Erin is able to add a comment to describe what additional detail is needed.

10. Erin also notices that one required engine part is not listed with an approved cost. This field name is added to the message when Erin selects it. She is also able to add a comment with the correct cost for the part.

11. When finished reviewing, Erin is able to Send this message to the dealership. 

12. The claim status automatically changes to “Additional Info Required.”

13. While she waits for a response from the dealership, Erin captures notes about the actions she has taken with this claim.

14. The dealership has not responded with updated information, so Erin exits and moves to the next waiting claim displayed on her Digital Claims dashboard.

15. Jonas arrives back to his desktop after helping another customer. He sees that a claim he submitted 30 minutes ago has a status of “Additional Info Required” and he sees notifications that action is needed from him.

16. Jonas opens the claim and sees messages requesting information: Claim Complaint - Cause. He enters the requested detail into that field and saves changes.

17. Jonas also sees a message correcting the cost of a part that he had listed.

18. After finding his supervisor and confirming that the suggested cost is acceptable, he makes the change to the amount they will charge for that part.

19. Jonas re-submits the claim to Zoic where it again enters the queue.

20. The claim is distributed to a different Claims Manager at Zoic. When it is opened, this Claims Manager sees a message listing the information that was adjusted by Jonas.

21. All information is reviewed again and deemed complete and correct. The claim status is changed to Approved.

22. Jonas at Brownville Autos sees an alert that a claim has been approved for his customer. He sees that the approved amount aligns with their costs. 

23. Jonas informs his customer that the work is covered under their policy and the repair work is completed.

EXPLORATION SCORE

In terms of expectations, we would like to measure the concept against the following in the one to ten scales:

Creativity: 6
1: barely new ideas10: a utopic product with features not proven to be able to be fully implemented
10: a utopic product with features not proven to be able to be fully implemented

Aesthetics: 8
1: low-fidelity design, wireframe, or plain sketch
10: finished looking visual design

Exploration: 6
1: strictly follow an existing reference or production guideline
10: open to alternative workflows/features not listed here that would help the overall application

Branding: 8
1: don’t care at all about the branding just functionality
10: without a properly branded product there is no success

 

REQUIRED SCREENS / FEATURES

Desktop screens: 1440px width with height adjusting accordingly
Consider the two users we have identified.
Include the specific features and content as described for each user below. 
Refer to the example screens provided for placeholder content. (Content Reference Claim - sample of the data that makes up the claim details)

• Logo: placeholder
• Title: Digital Claims
• Navigation: as needed
• Login: Name, Title
• Path to see User Settings feature

• List of claims - Think about which should surface here? How would the user best know the various statuses, age of claim, which need attention, etc.
• Path to see details for an active claim
• Path to create a new claim
• Path to open a draft claim to finish entering details and submit
• Communications with Zoic (see 06. Communications below). Responding to requests and completing information for customer claims is time sensitive.

• Basic information regarding the claim. It’s status and next required actions.
• Path to see details for the selected claim and begin reviewing it.
• Communications with dealerships (see 06. Communications below).

• An interface to enter vehicle and repair info (see sample screens). For example, the user starts with entering the VIN. Think about how some data would be auto-populated after the VIN is selected.
• Understanding that many fields require data before the claim can be submitted for review (see sample screens - all fields are required in sections: Customer Information, Vehicle Information, Claim Information).
• A way for the Service Advisor to save a draft and come back to finish completing the claim information. For example: The user may need to help another customer or speak with other employees before having all of the repair details needed.
• Ability to submit the claim to Zoic. It will be added to the queue awaiting a Zoic Claims Manager to review and process.

• An indication to know that an action is needed to move a claim forward in the process.
• Ability to enter the missing information as it is requested and re-submit claim to Zoic.
• Display the status of the claim.
  • Status options: Processing, Additional Info Required, Under Investigation, Approved, Denied, Closed
• A way to communicate with a Claims Manager to understand what changes need to be made for approval. (see 06. Communications below)
• Confirmation when a claim has been Approved and paid. 
  • This should include details: Amount ($), Type of payment (EFT, check), Where it was sent (direct deposit, home address).

• Display of all the information that has been provided for the claim.
• A way to select the fields of information that are incomplete or incorrect. This would be captured in communication back to the dealership. Note: Most errors will be found in the Claim Complaints section and the Claim Details section of the data.
• Display the status of the claim.
  • Status options: Processing, Additional Info Required, Under Investigation, Approved, Denied, Closed
• A way to communicate with the dealership to specify what is needed for approval of the claim. (see 06. Communications below) Focus on how the message could be automated and populated with little effort.
• An area to capture notes about actions taken with the claim. This will help another employee in the case that the claim is routed to another manager for completion.

• While both users are actively working on a claim, the communication could be in real-time, similar to a messaging app. However, the messages are related to each unique claim, and not a particular user.
• The Claims Manager would like to have all questions answered in a single message so they can quickly process the claim. Compare this to the current process: completing the work in a single phone call.
• All messages must be attached to the claim they are about. If there is a delay in obtaining necessary information, the Claims Manager may exit that claim and move to another. Any response from the dealership at this time would be related to that claim which is re-entered into the queue. The response will be seen when the claim is addressed by another Claims Manager to continue processing.
• Focus on pushing important information to each user, and require the least amount of effort to complete the process. How would messages be seen as clearly related to a claim? How could the user be alerted when information is needed to approve the claim?

BRANDING GUIDELINES

• Palette and Fonts: pdf provided
• Application Logo/Title: Use a simple placeholder logo (Zoic / Digital Claims)

DESIGN ASSETS

Google folder with assets.

• Current State diagram.pdf - diagram outlining the current workflow
• Content Reference Claim - sample of the data that makes up the claim details
• [brand guidelines] - pdf reference for brand fonts, palette, icons, etc.

TARGET DEVICES

Desktop: 1440px width with height adjusting accordingly

MARVEL PROTOTYPE

• We need you to upload your screens to Marvel App
• Please request for marvel app in the challenge forum
• You MUST include your Marvel app URL (in your marvel app prototype, click on share and then copy the link & share it with your notes/comment on this link while you upload)

SUBMISSION AND SOURCE FILES

Submission File
Submit all JPG/PNG image files based on Challenge submission requirements stated above

Source File
All source files of all graphics created in either Adobe XD or Sketch or Figma and saved as an editable layer

Declaration File 
Declaration files document contains the following information:

• Stock Photos Name and Source Links from an allowed sources
• Stock Art/Icons Name and Source Links from an allowed sources
• Fonts Name and Source Links source from an allowed source
• MarvelApp share link for review 

FINAL FIXES

As part of the final fixes phase, you may be asked to modify content or user click paths