Enservio Case Study

Details

Brief

Design a user experience and develop a prototype to improve data collection, conversion, and customer satisfaction for the straight-through-contents workflow.

Audience

Insurance carriers looking to provide their adjusters and policy-holders with an improved and intuitive solution to collect data, communicate, and manage claims.

Summary

Enservio’s Customer Portal is an online tool that allows users to collaborate with their adjuster to file claims, itemize and upload receipts, and more. I was part of an elite team able to rapidly design and develop updates and feature enhancements to improve data collection, conversion, and customer satisfaction for a specific workflow.

Process

The team was already using Scrum, so I worked on adding UX design sprints to the workflow. We established protocols for scoping, scoring, reviewing, testing, and releasing features, and everyone agreed to use a component-based, atomic design approach.

I would take part in most of the Scrum activities, and the engineers and product owners and managers would be invited to regular UX review scrums each sprint. This gave us the opportunity to work more closely together and deliver a solid product.

We learned that the design and build phases (in this case React) were often in perfect sync with each other. There was a natural rhythm to our handoffs, and using atomic design and html and css for the user experience design was central to our success. We shared a common language, and that helped us to work quickly and efficiently.

Our approach was this: keep it simple. We committed ourselves to not losing time debating all of the “what if” scenarios that arise during planning sessions. We set ourselves up for incremental and iterative success by working together to write excellent stories. We were prepared and flexible, enabling us to fine tune existing work, add new features, or change direction as needed. Working in bite-sized chunks meant we were nimble and could tackle every opportunity.

Prototyping

Because I was designing in html and css, we were able to quickly deliver functional prototypes that could be used to build consensus with internal and external stakeholders. The html and css prototypes also helped the transition to the React development phase. We were a perfectly balanced product, design, and engineering team.

Check out the design system and customer portal prototype.