Overview
PostNord is a large logistics company operating in Sweden, Norway, Finland and Denmark. They have a business portal where companies track their parcels and all other feature. One of the features I was assigned to is the Claims Business app, where users can create a claim for delivery issues and damages.
The big surprise
I organized a workshop to address the gap in the journey map with the business stakeholders and tech team. During the discussion, I learned that the review team was disconnected from the digital claims process and unaware of the online portal where claim requests were submitted. I explained the claims process to them and highlighted the importance of their role in the process. The team was surprised and appreciated their value even more. By bridging the gap between the review team and tech stakeholders, we can improve the claims process's efficiency and effectiveness, resulting in a better customer experience.
Research
I have conducted a series of focus group discussions with our business customers to know their thoughts and pain points in using the Claims app. To supplement the needed data, I run a poll in the claims app which will cover quantitative and qualitative surveys. Below are the screenshots of the data gathering method using Hotjar survey.
User insights
The user insights I have uncovered are focused on making their work efficient and quick. A few of the insights are as follows; the users feel they are not given enough file size to submit evidence, and there are also no clear instructions on what documents to submit. With this in mind, I proceed to design the wireframe to resolve user pain points.
Claims business landing page
The goal is to only show high-level information to allow the users to make a decision fast. Whether that is finding the create a claim button or identifying the claims they want to follow up on.
- Just enough information.
- Cluster details according to a specific use
- Allow users to export doc about a claim anywhere in scroll port view
- Just enough information.
- Cluster details according to a specific use
- Allow users to export doc about a claim anywhere in scroll port view
Create a claiming flow
The claims creation flow is very important in the claims app because this is where information is gathered which will be used by the PostNord review team to make a decision to decline or approve the claim.
- Guide the user with needed information
- Show a list of documents and specifics about the documents the review team needed
- Guide the user with needed information
- Show a list of documents and specifics about the documents the review team needed
Claims status page
After a claim is created, users want to verify if they have really created a claim. So this claims status or claims details page should communicate information about the claims and updates on phases of the claims review process. This is also where the users can send messages to follow up with the review team.
- Hide information that may not be needed, like parcel information, but allow users to show it on-demand
- Cluster the location of status updates, messages, and notifications so that users will only check in one area.
- Hide information that may not be needed, like parcel information, but allow users to show it on-demand
- Cluster the location of status updates, messages, and notifications so that users will only check in one area.
Visual Design
After doing discovery sessions, workshops, user research and wireframe, I slowly worked on the visual design utilizing the existing components while creating new ones that are not yet available. Below is a sample, the rest are shown in the Compare section of the old and new.
Key takeaways
Empathy is key
Immersing myself to the user’s perspective made me understand what were important to take note and be able to shape the design around users’ paint points.
Documentation helps
Being in an agile environment means that the process should be calculated to have optimal results, it is prudent to do documentation on the side to help with decision-making the future.
Soft skills
Being able to present my ideas and show the value of design is really a game changer and makes it a lot efficient on navigating through arguments, and turning that into productive results.
Trust your gut but be objective
Trusting your gut is the quickest way to move forward in the design process but it is also prudent to be objective and not be swayed by biases.
