Product Designer

Farmers Insurance: Claims Experiences

Complete redesign of two core claims experiences: Electronic First Notice of Loss (EFNOL) and Claims Management Portal (CMP)

 

EFNOL User Story

  • As a Farmers Insurance customer, I want an easy to use form to file my claim after an incident.

Achieved Goals

  • Simplified the claim filing experience for customers.
  • Improved claim filing completion rate by 18%.

Role

  • Interaction + visual design.

Electronic First Notice of Loss
 

CMP User Story

  • As a Farmers Insurance customer, I want a central location to manage the claims I have filed.

Achieved Goals

  • Created an intuitive claims portal and dashboard for customers who have filed a claim.
  • Improved NPS by 11 points.

Role

  • Interaction + visual design.

Claims Management Portal (Claim list page + portal)

Vehicle Repairs

Flow for finding a repair shop and scheduling an appointment.

Other Party's Information

Section for inputing third-party information.

Documents

Documents upload section for relevant claims docs.
 

Brand Support

The designs for both experiences needed to be scalable and accomodate other brands serviced by Farmers' backend: Toyota, Toggle, Foremost, Bristol West, and 21st Century.

Redesign

The before and after for both experiences.