State Farm Initial Loss Reporting UX Strategy (2017)

Task

Initial Loss Reporting is the first step a State Farm customer takes in making a claim. As many would imagine, this is going to be a very stressful time for the customer, and special care needs to be taken in order to get all of the information as accurately as possible.

The current state ILR process is built on a number of separate systems, which makes it difficult for the representatives to quickly take down information. It also does not prioritize sending recovery vehicles, tow trucks, or rental cars.

Solution

My approach for designing this process was to base everything that would happen on what the user needs in that moment. Car accidents can be chaotic and upsetting, and the customer is going to be focused on immediate needs, before they are able to sit down and spend a lot of time on the phone with a representative.

This process focuses on getting the minimum amount of information required from the customer in order to generate a claim number, which is needed in order to dispatch a tow truck, recovery vehicle, or rental car. It also is designed to be interrupted, and picked up later by another representative. Most people are no going to be able to sit down for a half an hour to give detailed information and policy numbers while they are at the scene of their accident. It makes more sense for them to report it to the ILR rep, have them generate a claim number, and then call them back later when they have time to talk, and are less upset. 

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