A Hyper Island student project
Hedvig is an insurance company founded in Sweden in 2017. They create an insurance experience by having it right at the user’s fingertips. Hedvig provides the user with an app and a one-thread chat where they can create a claim by sending Hedvig a voice message in the chat. Usually, it only takes a couple of minutes for Hedvig’s team to get back to the user.
Current flow
This is what Hedvig’s current process of making a claim and receiving feedback looks like.
Due to the lack instant of feedback and no other way than checking your chat to see your claim process Hedvig came to us with a list of problems to find solutions to.
The problem
Users didn't know if the claim was created and where to follow its status.
There were too many interactions between the user and the insurance team.
The users created duplicate claims.
The users didn't know at which step they were in the process.
Research & solutions
We wanted to dig a bit deeper into Hedvig and their problems. Methods we used for research were desk research where we looked at competitors, user testing the current app, and interviews.
We found that Hedvig gave their customers too little information that lead them to be confused and frustrated.
Our first design solution ended up being on the other side of the scale giving the user too many choices of interaction and information overload that also led to confusion and frustration. So in the end, we wanted to make the user feel safe but not overwhelm them with the information they don’t need.
So, it all came down to:
“I just want to get in and then get out.”
— User Quote
The devil is in the details
Our final solution was to look into the small details that could provide the user with the information they need about their claim process without feeling overwhelmed or having to do too many interactions with the app but still have the option to always be in the loop of their claim.
Instant feedback
Typing Indicators
We found that users want to know when it is their turn to talk, the same as when they're talking to a human.
Read receipts
The users wanted to be notified when their text messages are received and read by the claim specialist in order to feel heard, safe, and in the knowledge that the claim is created and ongoing.
Notifications
We wanted the user to be able to leave the chat at any time and that the chatbot would notify them when an agent is connected.
Progress bar
We created a progress bar for the user to be able to track their claim process. It’s a great way to calm the users and a possibility for them to get an impression of when their claim will be settled. After user testing it ended up being directly on the homepage for the user to get this information instantly when entering the app, no need to open the chat or tap around in the app, the user gets in and then gets out.
Archived Claims
Instead of having your claim history in the one-thread-chat, we created an archive under the user’s profile page. This gives the user the power to access more information and gives them the freedom to easily revisit their old claims.
Your history
In their old claims, the users get a clear overview of the payout calculation, their sent attachments, and the chat transcript to find their old information.
Gained approvals from users
8 out of 10 users understood their claim had been received and will be reviewed by Hedvig.
9 of 10 users felt they didn’t need to ask further questions about their claim status.
9 of 10 users liked that the chatbot told them an approximate waiting time.
10 of 10 users liked that they can review their previous claims such as their chat history and payment summary.
The team
Jonathan Kjell – Product Designer
Viviana Bakshi – Product Designer
Carolyn Kang – UX Researcher
Johan Priebe – Scrum Master
Myself – Product Designer