Enterprise Arbitration Application

Our client has been providing a service to help automobile insurance companies arbitrate claim disagreements for over 75 years. The process went online 10 years ago, however it still resembled a paper-based system with slow decision times and an interface that was difficult to use.

As the research lead on the project, it was my job to plan site visits, prepare interview guides and protocols, and perform contextual inquiries. The analysis led to opportunities and new product features that made the system easier to use, provided more concise outcomes for all arbitrating parties, and could adapt to future technology changes.

Once research was complete, my role switched to designer as we went into the conceptualization and wireframing phases. Playing a support role to the lead Information Architect, I provided wireframes and workflows based on the different users' needs from power users to managers and administrators.